Customer Care Lead/Supervisor

Ridgedale, MO
Guest Services
11/17/2021
Big Cedar Lodge
Depends on Experience 
Full Time
Days, Evenings, & Weekends Needed

Responsible for overseeing our Virtual Assistant and Guest Experience Platforms as well as overseeing our other Customer Care Agents.

Essential Functions:

  • Medallia & Zingle Expertise – become a Medallia & Zingle Subject Matter Expert
  • Reply to post stay survey emails in a timely and professional manner and notify appropriate departments of comments and suggestions.
  • Address poor surveys and resolve poor guest experience. 
  • Reply to our virtual assistant texting service in a prompt and professional manner.
  • Assist in the setup of virtual assistant mass sends to guests
  • Monitor timeliness of response and verbiage used in virtual assistant for all users.
  • Log maintenance and housekeeping requests quickly and accurately
  • Able to multi-task with a multiple phone line system. 
  • Be aware of all daily activities and meetings taking place in the resort.
  • Develop a thorough knowledge of the room types, rates, packages and booking procedures.
  • Address all incidents of guest dissatisfaction and report to the Assistant Manager of Communications
  • Assist guest with the highest level of professionalism possible.
  • Develop thorough knowledge of all office computer operating systems
  • Pull and send weekly reports
  • Analyze data revealing common pain points in guest experience and provide to operational leaders to evaluate and resolve.

Other duties as assigned

 

Candidate Profile:

 

Education and Experience

High school diploma or GED plus 6 months-1 year related experience and/or training; or equivalent combination of education and experience.

 

Skills and Knowledge

Organization - The ability to stay organized, prioritize tasks and meet deadlines.

Adaptable to Change -Must be willing to change priorities quickly and accept new direction.

Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Intermediate Computer Skills – Knows how to quickly and effectively use common computer hardware and software (e.g., personal computers, Word/Excel processing software, Internet browsers). The ability to quickly master new software.

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.

Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.

Originality - The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.

  

Education and Training

Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

 

Customer and Personal Service

Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.