Call Center Supervisor

Hershey Entertainment & Resorts | Hershey, PA

Posted Date 2/07/2024
Description

A Hersheypark Call Center Supervisor maintains accountability for the employee and guest experience of the Call Center. This position works in a team environment with other Call Center Employees, Supervisors, and Area Supervisors.

Hersheypark amusement park spans 121-acres, and welcomes guests to experience Hersheypark Happy all year long! As the largest amusement park in Pennsylvania, Hersheypark is home to more than 70 rides including 15 coasters and 20+ kiddie rides, as well as a zoo, and an entire water park.

Hershey Entertainment & Resorts Company (HE&R) is an award-winning entertainment & hospitality organization with properties including: Hersheypark, The Hotel Hershey, Hershey Lodge, Giant Center, Restaurants, and more. Our team members share a common goal of upholding the legacy of our founder, Milton S. Hershey, while striving to live by our company's Core Values: Devoted to the Legacy, Selfless Spirit of Service, Team Focused, and Respectful of Others. Hershey Entertainment & Resorts is committed to cultivating diversity, equity, and inclusion in our workforce, marketplace, and community, and is proud to help fulfill the dream of our founder by providing value to Milton Hershey School.

As a Part-Time Team Member, you will enjoy sweet perks like FREE admission and parking to Hersheypark, discounts on food & shopping, and more as soon as you receive your Employee ID!

Job Duties (Duties marked with an asterisk are essential functions of this job):

  • Conduct Guest Experience shift meetings with employees, supervisors, and area supervisors*

  • Maintain a clean work area including preparing and sweeping queue areas, work stations, walkways/paths are free of debris, and removal of trash when necessary*

  • Communicate with supervisor(s) regarding staffing needs and coordinate a team member’s break schedule to ensure compliance with child labor laws*

  • Ensure employees are trained at their assigned location and have proper documentation

  • Adhere to Guest Experience standard operating procedures and maintain proficiency in Order Entry, Contract, and Payment Plan options and phone etiquette

  • Maintain, complete, and audit proper documentation, including Arrears reporting, opening/closing checklists, training checklists, phone order entry, season pass record entry, cashier reconciliation reports, and inventory sheets*

  • Conduct the required amount of internal audits and quality assurance assessments*

  • Coach employees and administer disciplinary action when necessary*

  • Provide our guests with exceptional guest services, resolve all guest inquiries in a timely matter (including collaborating with other departments when needed), and adhere to department and company service expectations*

  • Initiate positive guest interactions and maintain a thorough working knowledge of Hersheypark guest programs and upsell applicable programs

  • Perform other duties as assigned

Qualifications:

  • Must be 18 years of age or older on the date of applying

  • Previous experience in a Call Center environment

Knowledge, Skills, and Abilities:

  • Must be proficient in the use of Google Workspace applications

  • Must be able to successfully attend and complete all department training requirements

  • Must have the ability to effectively communicate verbally, including delivering safety instructions/directions, verbal cues, and speaking clearly into microphones and radios

  • Must be comfortable with the use of electronic equipment and digital ticketing software

  • Must have the ability to remain alert and vigilant at all times

  • Must display a positive attitude, an eagerness to learn, and a professional image in compliance with Hershey Entertainment & Resorts guidelines

  • Must have the ability to safeguard confidential information

  • Embody Hershey Entertainment & Resorts Company core values: Devoted to the Legacy, Selfless Spirit of Service, Team Focused, Respectful of Others

Job Demands:

  • Must be able to work flexible hours, including mornings, evenings, weekends and holidays, as well as maintain three (3) days of operational availability, Memorial Day - Labor Day

  • Physical requirements include sitting for periods up to five (5) hours at a time, walking, bending, climbing stairs, and lifting up to twenty (20) pounds without assistance

  • Regular inside work is required, but also may also include outside work in various weather conditions including exposure to heat, cold, rain, snow, and other inclement weather

  • This job requires the visual ability to perform detailed work at close distances (computer screens, tickets, printed papers)

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Hershey Entertainment and Resorts is an Equal Opportunity Employer

Salary15.75 Hour

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