Customer Service Lead

Grand Canyon Resort Corporation (GCRC) is wholly-owned by the Hualapai Tribe and is located in Peach Springs, Arizona. Established in 1988, GCRC welcomes millions of visitors each year to experience the land of the Hualapai People. The Grand Canyon Skywalk, built in 2007, offers an unparalleled view of the Grand Canyon.

About the Role

Responsible for QA/QC (Quality Assurance/Quality Control) of Express Tours and Janitorial. Ensures Express guides greet customers and provide proper information on Hualapai history and culture. Performs daily assignments for Express and Janitorial staff. Directs customer flow through the Skywalk in a professional and courte manner while acting as a Hualapai ambassador. Assists in training new or less experienced Express Drivers or Janitorial staff. Reviews guest photos, enhances them using software, and uses selling techniques to upsell packages. Prepares purchased photos and flash drives for customers and assists Retail with closing out cashiers at the end of the day.

Responsibilities

• Responsible for daily assignment of Express Drivers/Posts and Janitorial staff.
• Greet guests as they approach the Skywalk, being courteous, friendly, and helpful.
• Explain the different photo options to guests.
• Engage guests as they view their photos and use software to enhance photographs.
• Print pictures purchased and place them in folders.
• Prepare flash drives for customers purchasing packages.
• Direct customer flow through the purchase and pick-up of Skywalk tickets.
• Assist in retail or ticket sales areas, as time permits.
• Foster a team environment, multi-task efficiently, and maintain positive working relationships.
• Assist with training new and less experienced Photo Guides.
• Act as a role model for the team.
• Perform other work-related duties as assigned.

Requirements

• Experience using Microsoft Office Suite.
• Knowledge of Hualapai history and culture.
• Experience with green screen preferred.
• Customer service and sales experience required.
• Demonstrated ability to interact with guests, tour groups, and provide prompt, outstanding customer service while answering questions.
• Demonstrated ability to review and enhance photos to encourage guest purchases.
• Demonstrated ability to understand questions and provide detailed information regarding photo purchases.
• Demonstrated ability to communicate in a clear, concise manner.
• Demonstrated ability to work in and foster a team environment, multi-task efficiently, and maintain positive working relationships.
• Demonstrated ability to meet monthly sales goals as set forth by management.
• Demonstrated ability to work in a fast-paced sales environment while staying calm and focused.
• Ability to work well with a team to ensure customers have a "WOW" experience.
• Ability to work with POS (Point of Sale) systems (Galaxy and Retail Pro) and close out at the end of the day.

Qualifications

• Excellent oral communication skills and strong interpersonal skills.
• High School Diploma or GED.
• Computer literacy and sales experience required.
• Preference given to Hualapai Tribal members.

Working Conditions

• Position requires the ability to stand for extended periods of time.
• Requires lifting up to 25 lbs.
• Must be able to work varying schedules, weekends, and holidays.

Benefits

• Paid time off
• Hualapai preference

Classification: Non-Exempt. Salary Range: NE3W. Supervisor: Customer Service Supervisor.