Temporary Contact Center Floor Support, Guest Services

UNAVAILABLE; Egg Harbor Township (NJ); On-site; USD 21,593 - 30,754; Full time

Job summary

Spirit Halloween is seeking a Contact Center Floor Support role to provide real-time guidance and coverage in the call center, ensuring exceptional guest service and workflow efficiency. You will monitor queues, coach associates on escalated calls, and support breaks to maintain service levels.

Responsibilities include documenting guest interactions, reporting product concerns, and collaborating with internal teams to drive performance and product information accuracy.

Qualifications

• High school diploma or GED required.
• Proficient in Word, Excel, and Outlook (Microsoft Office).
• Excellent written and verbal communication skills.
• Strong organizational and time management skills.
• Ability to manage and support other associates.

Responsibilities

• Monitor the call center queue to ensure timely guest support and balanced call distribution.
• Walk the floor to address guest feedback and provide in-the-moment coaching.
• Cover associate breaks and lunches to maintain consistent service levels.
• Guide associates through complex or escalated calls in real time.
• Troubleshoot and resolve personal care item issues and body chemistry concerns for guest.
• Ensure all guest interactions are properly documented and resolved within service standards.
• Collaborate with internal teams to report product concerns and track resolutions.
• Use dashboards and tools to monitor key metrics across all support channels.
• Share performance trends and insights with leadership.
• Communicate updates, procedural changes, and product information clearly to the team.

Skills

Written and verbal communication

Time management

Organizational skills

Team support

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Overview

We are authentic, professional providers of fun, focused on building a Great Place To Work For All by staying true to our mission: “Life’s a Party, We’re Makin’ It Fun!” and “So Much Fun It’s Scary!”

At Spencer’s and Spirit Halloween, we do the right thing always-integrity, fairness, respect, and transparency are our foundation. You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all.

One Team / One Goal

We are leaders and owners of our business success. Whether it’s developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness.

Responsibilities

The Contact Center Floor Support role provides real-time guidance and operational coverage within the call center to ensure exceptional guest service and workflow efficiency. This position is responsible for monitoring the queue, supporting associates with escalated or complex calls, addressing guest feedback on the floor, and maintaining service levels during associate breaks and lunches.

• Monitor the call center queue to ensure timely guest support and balanced call distribution
• Walk the floor to address guest feedback and provide in-the moment coaching
• Cover associate breaks and lunches to maintain consistent service levels
• Guide associates through complex or escalated calls in real time
• Troubleshoot and resolve personal care item issues and body chemistry concerns for guest
• Ensure all guest interactions are properly documented and resolved within service standards
• Collaborate with internal teams to report product concerns and track resolutions
• Use dashboards and tools to monitor key metrics across all support channelsShare performance trends and insights with leadership
• Communicate updates, procedural changes, and product information clearly to the team

Qualifications

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
• Proficient in Microsoft Suite to include Word, Excel, and Outlook
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Ability to manage and provide support to other associates

The pay range reflects the potential rate for this role. Individual base pay is determined by various factors such as relevant experience and skills, and the scope and responsibilities of the position.

Pay Range

$19.50 per hour