Assistant Manager, Guest Services
Egg Harbor Township, NJ Egg Harbor Township, NJ Full-time Full-time Estimated:
$41.
8K - $52.
9K a year Estimated:
$41.
8K - $52.
9K a year 1 day ago 1 day ago 1 day ago 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.
We offer a comprehensive benefits package that includes:
Flexible work environment Career advancement Competitive base salary Bonus opportunity Vacation, Personal, Sick and Holiday pay Medical, Dental, Vision, Disability, Life and AD&D insurance 401k with a company match 30% merchandise discount Responsibilities Oversee the day-to-day performance and workflow of the guest services team and answer team questions, helping with problems, and overseeing their work for quality and guideline compliance.
Work effectively across all departments to ensure that information is captured and communicated appropriately for purposes of performance, training and process improvement and maintaining comprehensive working knowledge of all programs, tools, and systems.
Ensure that operational performance goals and Key Performance Indicator performance standards are met.
Takes escalated customer calls.
Answers questions and recommends corrective services to address customer complaints.
Perform department auditing and assessment for the team and provide feedback for calls, live chat, emails and social.
Assists in determining work procedures, prepares work schedules, and expedites workflow.
Maintains the attendance records for associates using the timekeeping system.
Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.
Conduct team meetings to update members on best practices and continuing expectations and administer corrective action when needed, following all departmental guidelines and established timeframes.
Coaches and develops associates to improve quality, performance, and productivity.
Develops and implements goals and action plans as needed.
Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.
Completes and presents associate's annual performance appraisals.
Participate in hiring and interviewing processes and new team member onboarding.
Qualifications High school diploma or general education degree (GED); one to three years related experience and/or training; or equivalent combination of education and retail or call center experience.
Working knowledge of Database software, Spreadsheet software and Word Processing software.
This includes Microsoft Office programs.
Strong communication and organization skills.
Strong positive attitude towards customers and business.
Ability to remain confidential with all proprietary and sensitive information.
Ability to mentor and provide support to other associates.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$41.
8K - $52.
9K a year Estimated:
$41.
8K - $52.
9K a year 1 day ago 1 day ago 1 day ago 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.
We offer a comprehensive benefits package that includes:
Flexible work environment Career advancement Competitive base salary Bonus opportunity Vacation, Personal, Sick and Holiday pay Medical, Dental, Vision, Disability, Life and AD&D insurance 401k with a company match 30% merchandise discount Responsibilities Oversee the day-to-day performance and workflow of the guest services team and answer team questions, helping with problems, and overseeing their work for quality and guideline compliance.
Work effectively across all departments to ensure that information is captured and communicated appropriately for purposes of performance, training and process improvement and maintaining comprehensive working knowledge of all programs, tools, and systems.
Ensure that operational performance goals and Key Performance Indicator performance standards are met.
Takes escalated customer calls.
Answers questions and recommends corrective services to address customer complaints.
Perform department auditing and assessment for the team and provide feedback for calls, live chat, emails and social.
Assists in determining work procedures, prepares work schedules, and expedites workflow.
Maintains the attendance records for associates using the timekeeping system.
Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.
Conduct team meetings to update members on best practices and continuing expectations and administer corrective action when needed, following all departmental guidelines and established timeframes.
Coaches and develops associates to improve quality, performance, and productivity.
Develops and implements goals and action plans as needed.
Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.
Completes and presents associate's annual performance appraisals.
Participate in hiring and interviewing processes and new team member onboarding.
Qualifications High school diploma or general education degree (GED); one to three years related experience and/or training; or equivalent combination of education and retail or call center experience.
Working knowledge of Database software, Spreadsheet software and Word Processing software.
This includes Microsoft Office programs.
Strong communication and organization skills.
Strong positive attitude towards customers and business.
Ability to remain confidential with all proprietary and sensitive information.
Ability to mentor and provide support to other associates.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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