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Opportunities at AHTA

Call Center-Correspondence Training Supervisor

Hershey Lodge

Hershey Lodge

People & HR, Customer Service, Operations
Hershey, PA, USA
Posted on Wednesday, January 10, 2024

Call Center-Correspondence Training Supervisor

Job Category: Amusement Park Operations
Requisition Number: CALLC001480

Posting Details

    • Posted: January 9, 2024
  • Full-Time

Job Details

Description

The purpose of the Call Center Training Supervisor is to manage part-time staff's performance, process, and service in the Call Center. They will lead training and feedback efforts during the daily operation of the Call Center.

Hersheypark amusement park spans 121-acres, and welcomes guests to experience Hersheypark Happy all year long! As the largest amusement park in Pennsylvania, Hersheypark is home to more than 70 rides including 15 coasters and 20+ kiddie rides, as well as a zoo, and an entire water park.

Hershey Entertainment & Resorts Company (HE&R) is an award-winning entertainment & hospitality organization with properties including: Hersheypark, The Hotel Hershey, Hershey Lodge, Giant Center, Restaurants, and more. Our team members share a common goal of upholding the legacy of our founder, Milton S. Hershey, while striving to live by our company's Core Values: Devoted to the Legacy, Selfless Spirit of Service, Team Focused, and Respectful of Others. Hershey Entertainment & Resorts is committed to cultivating diversity, equity, and inclusion in our workforce, marketplace, and community, and is proud to help fulfill the dream of our founder by providing value to Milton Hershey School.

As a Full-Time Team Member, you will enjoy sweet perks like FREE admission to Hersheypark, discounts, and more as soon as you receive your Employee ID! Your total compensation consists not only of the wage that you are paid, but also all includes Medical, Dental, and Vision coverage beginning the first day of the next month, 401K Contribution, paid time off, and so much more!

Job Duties (Duties marked with an asterisk are essential functions of this job):

  • Lead a team of Call Center agents in providing efficient and service-driven communications for the Hersheypark Information Line. Assist Supervisory staff in Guest Experience staffing coverage, preparation, and training.*

  • Lead a safe, service-focused, and effective operation. Monitor call volume and team workflow. Assist with volume and workflow of Guest Experience correspondence to include Email, contact form, and written communication.*

  • Provide on the spot staff feedback through the workday and assist with call audits and staff coaching. Facilitate training as needed.*

  • Provide first line support for guest issues and escalations in the call center and for written correspondence.*

  • Act in a Call Center agent capacity, depending on level of call volume or staffing need.*

  • Communicate with the Guest Experience management team with any staffing or operational issues. Assist in other areas of Guest Experience as needed (Ticketing, Guest Services, Call Center, Cabana, Front Gate Attendant, ZooAmerica Admissions or Sweet Lights)*

  • Assist in seasonal event setup, operations, and season pass sales/issuance efforts.

  • Perform other duties as assigned.

Qualifications:

  • 18 years of age or older.

  • Completion of high school or GED

  • Must have a valid Drivers' License

  • Minimum of 1 years of related experience.

  • Industry Experience - Amusement Park, Hospitality/Tourism, Sales/Marketing/Public Relations

Job Demands:

  • Climbing Ladders Occasional (<33%)

  • Reaching Forward Frequent (34-66%)

  • Climbing Stairs Occasional (<33%) (20ft maximum height)

  • Lifting Occasional (<33%) (20lbs maximum weight)

  • Reaching Overhead Occasional (<33%)

  • Finger Dexterity Constant (>67%)

  • Hand/Eye Coordination Frequent (34-66%)

  • Stooping Occasional (<33%)

  • Bending Occasional (<33%)

  • Sitting Frequent (34-66%)

  • Standing Occasional (<33%)

  • Walking Occasional (<33%)

  • This job requires a good sense of vision (either corrected or uncorrected). Visual ability to operate moving equipment such as a car, truck, golf carts, etc.

  • This job requires the visual ability to perform detailed work at close distances (computer screens, accounting ledgers, using measurement devices).

  • This job regularly requires verbal communication of detailed information to others either by phone or in person.

  • Must be able to speak and read the English language.

  • Substantial movements (motions) of the wrists, hands, and/or fingers (Repetitive motion).

  • The position is subject to extreme heat. Temperatures above 100° for periods of more than one hour. Consideration should be given to the effect of other environmental conditions, such as wind and humidity.

  • The position is subject to extreme cold. Temperatures typically below 32° for periods of more than one hour. Consideration should be given to the effect of other environmental conditions, such as wind and humidity.

  • The position is subject to both environmental conditions. Activities occur inside and outside.

  • The position is subject to outside environmental conditions. No effective protection from the weather.

  • The position is subject to environmental conditions. Protection from weather conditions but not necessarily from temperature changes.

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

Hershey Entertainment and Resorts is an Equal Opportunity Employer

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Licenses & Certifications

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