Customer Relations Lead

Sight & Sound•Paradise Township, PA

8d•Onsite

About The Position

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.

Requirements

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, and ability to learn, develop, train, lead, and serve
Demonstrated ability to build relationships with members of the Customer Relations Team as well as multiple other departments
Strong computer skills
Demonstrated ability to plan and implement change
Demonstrated ability to prioritize tasks
Ability to work a flexible schedule
Verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Responsibilities

Lead Sight & Sound’s Core Values and Culture
Lead 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, which may include tasks such as monitoring queue levels, ensuring adherence to schedule, quality assurance monitoring, various administrative duties, and providing a physical presence within the Contact Center/Box Office.
Create 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 coaching and training current and future employees.
Develop team members by identifying strengths and giftings through relationships and 1-on-1s.
Ability to lead (or make decisions) in the absence of the Customer Relations Manager.
Partner across Guests Service departments to ensure an exceptional guest experience.
Stay current with policy and procedural changes within the Customer Relations Department.
All other duties as assigned.