Team Lead, Guest Services

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

The Guest Services Team Lead is responsible for supervising and coordinating all activities of our call center associates who provide verbal and written guest support services. Will also assess team performance and providing feedback to employees.

• Assisting with daily operations of the call center by answering customer calls and resolving issues or concerns within predefined parameters
• Respond to customer complaints by the timely coordination of field input where required
• Monitors productivity of guest service associates, create and generate reports
• Tracks individual, team and call center results to identify and act on both positive and negative performance
• Monitors contacts to observe employee tone, technical accuracy, and following correct procedures
• Provides written / verbal communication and follow up to ensure associates are fully informed of all new information related to products, procedures, guest's needs and company related issues, changes or actions
• Responsible for growth and development of direct reports
• Maintains a productive, fun and respectful work environment; among associates and resolves

• 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
• Working knowledge of Microsoft Office to include Word and Excel
• Strong communication skills
• Strong people and organizational skills
• Strong positive attitude towards customers and business
• Ability to mentor and provide support to other associates