Customer Relations Lead
Description
Sight & Sound is an organization comprised of people with diverse talents coming together as one in Christ to tell His story through who we are and what we do. We foster a culture of love for God and love for others, trust and teamwork, and a collaborative environment in which we get to do our best work every day.
The Customer Relations Lead is responsible for day-to-day Contact Center/Box Office operations and for instilling a passion for supreme customer and guest satisfaction within the team.
Essential Duties and Responsibilities:
- Support and encourage Customer Service Representatives in their daily tasks. When necessary, professionally address difficult customer situations.
- Responsible for the day-to-day tasks within the Contact Center/Box Office ex. Monitor queue levels, adherence to schedule, quality assurance monitoring, being a physical presence within the Contact Center/Box Office etc.
- Assist in creating a positive, encouraging and collaborative culture within the Customer Relations Team and across all other departments.
- Provide leadership and instill a passion for customer service through 1 on 1 mentoring and training current and future employees.
- Ability to take over in Customer Relations Manager's absence, and perform within all areas of Guest Services both internal and external.
- Stay current with policy and procedural changes within the Customer Relations Department.
Prerequisites:
- Excellent interpersonal skills contributing to a positive work environment.
- Ability to remain calm and rational under pressure and time demands in a fast-paced environment.
- A willingness, desire
- Relational - A desire to build relationship with the Customer Relations Team as well as multiple other departments, and ability to learn, develop, train, lead, and serve.
- Strong computer skills and demonstrate the ability to implement and develop change.
Education and / or Experience: Minimum High School diploma and / or 1-2 years of customer service experience preferred.