Call Center & Guest Services Lead

About the role

We are a collection of family-friendly fun attractions in Pigeon Forge, TN, including Dolly Parton's Stampede, Pirates Voyage, Hatfield & McCoy Dinner Feud, Titanic, and The Comedy Barn. Our Guest Service Lead is a part of each attraction and plays a key role in ensuring excellent customer service. Availability must include nights and weekends.

Responsibilities

• Assist all guest service agents in a professional manner with admission, reservations, ticket changes, and other attendance-related needs and requests.
• Accurately run reports using various tools.
• Consistently reflect a courteous, upbeat, and positive attitude towards co-workers and guests, exemplifying, promoting, and advancing a culture of outstanding customer engagement and service.
• Maintain and display a working knowledge of the theaters and attractions.
• Resolve mistakes, errors, and issues related to bookings and or reservations.
• Accurately enter data into the ticketing system and display an excellent telephone presentation.
• Cross-train in various duties, including ticket booth, greeting, and phone reservations.

Qualifications

• At least 18 years of age.
• Availability to work nights, weekends, and holidays.
• High school diploma / GED or equivalent combination of education and experience.

Physical Demands

• Continuous sitting and stationary work.
• Continuous hearing and oral communication at a conversational level and at a high acuity level, in person and via phone.
• Continuous work with computers and ticketing systems.
• Occasional standing and walking on level ground as well as up and down steps.
• Occasional exposure to changes in temperature and humidity.