Website Hershey Entertainment & Resorts

Job 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.

This position will support front line operations based off of operational need.

Primary responsibilities include: greeting and engaging guests, providing training and support to employees, completing documentation, participation in outlined leadership assignments and involvements, supervising and staffing assigned location, managing employee breaks, maintaining a clean and safe work area, and ensuring guest and team member safety and satisfaction through enforcement of standard operating procedures.

The position of Call Center Supervisor is a supervisory GREEN TAG position.

This position pays $15.75/hour.

Job Functions:
•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, ensure location is properly staffed, ensure employees adhere to Child Labor Laws and receive breaks
•Ensure employees are trained at their assigned location and have proper documentation; complete employee training for employees as necessary
•Adhere to Guest Experience standard operating procedures; proficient in Order Entry, Contract & Payment Plan options and phone etiquette. Ensure the Guest Experience team is operating in a safe and efficient manner; enforce safety guidelines
•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
•Provide supervision and support to Call Center employees and cross training team members assigned to the group; coach employees and administer disciplinary action when necessary
•Provide our guests with exceptional guest services, resolving all guest inquiries in a timely matter (including collaborating with other departments, when needed), and adhering to department and company service expectations
•Initiate positive guest interactions; maintain a thorough working knowledge of Hersheypark guest programs including; current online offerings, the Attraction Accessibility Program, Fast Track program, Sweet Start Program, and Season Pass Programs- including benefits, exclusive events, and promotions.
•Maintain a thorough working knowledge of Hersheypark upselling programs including: current promotional offerings, meal and drink offerings, game offerings, and multi-day tickets
•Participating in department leadership programs, including: setting and achieving goals, attending leadership development courses, attending trainings, team meetings and involvement in mentorship program

Basic Qualifications:
•Must be 18 years of age or older when applying for the position.

Additional Qualifications:
•Previous experience in a Call Center environment is preferred
•Must be skilled in the use of Microsoft Office applications, including Excel, and Word. Must be familiar with Gmail and associated apps.
•Must have the ability to understand and communicate in English
•Must have the ability to effectively communicate verbally and written, including delivering instructions/directions, and speaking clearly into radios and phones.
•Must have the ability to effectively communicate nonverbally, including maintaining eye contact.
•Must have the ability to comprehend instructions (verbal, demonstrated, and/or written) and retain information
•Must have the ability to remain alert and vigilant at all times
•Must have reliable, steady transportation to and from work
•Must attend required hours of leadership development training
•Must display a positive attitude, an eagerness to learn, and 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

Working Conditions:
•Maintain availability for a minimum of forty (40) hours per week (May- August); availability for three (3) evening per week (Monday- Friday); flexible availability three (3) Saturdays and three (3) Sundays per month. This position requires that the candidate be available for at least one of the shoulder season events; Springtime in the Park, Hersheypark in the Dark, or Christmas Candylane. This position is year-round, hours outside of the time frame listed above will fluctuate based off of operational need.
•Physical requirements include standing for periods up to five (5) hours at a time, walking, bending, climbing stairs, and lifting up to twenty (20) pounds without assistance:
•Sitting Constant (<67%)
•Standing Frequent (34-66%)
•Walking Frequent (34-66%)
•Regular outside work in various weather conditions is required, including exposure to heat, cold, rain, snow, and other inclement weather

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

Hershey Entertainment & Resorts is an Equal Opportunity Employer

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