Team Lead, Guest Services

About the Company

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. Our culture is inclusive, passionate, resilient, and values differences, embracing all. We operate as One Team with One Goal, leading and owning our business success through collaboration, innovation, and curiosity.

Responsibilities

• Supervise and coordinate all activities of call center associates who provide verbal and written guest support services.
• Assess team performance and provide feedback to employees.
• Assist with daily operations of the call center by answering customer calls and resolving issues or concerns within predefined parameters.
• Respond to customer complaints by coordinating timely field input where required.
• Monitor productivity of guest service associates, create and generate reports.
• Track individual, team, and call center results to identify and act on both positive and negative performance.
• Monitor contacts to observe employee tone, technical accuracy, and adherence to correct procedures.
• Provide written and verbal communication and follow-up to ensure associates are fully informed of all new information related to products, procedures, guest needs, and company-related issues, changes, or actions.
• Responsible for the growth and development of direct reports.
• Maintain a productive, fun, and respectful work environment among associates and resolve conflicts.

Requirements

• High school diploma or general education degree (GED); or one to three months of related experience and/or training; or equivalent combination of education and experience.
• Working knowledge of Microsoft Office, including Word and Excel.
• Strong communication skills.
• Strong people and organizational skills.
• Strong positive attitude toward customers and business.
• Ability to mentor and provide support to other associates.

Benefits

• Flexible work environment.
• Career advancement opportunities.
• Competitive base salary with 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.

Pay

$22.00 per hour.