Customer Service Supervisor, Call Center (NORWALK)

Job Status: Full-time, year-round

Position Level: Entry to Mid-Level

Shift/Schedule Requirements: Ability to work various shifts and days including nights, weekends and holiday periods to meet business needs.

As the Supervisor of the Reservations Call Center, you will be responsible for supervising all aspects of the call center, ensuring staff adherence to policies and procedures while maximizing guest service and divisional revenue.

Benefits:

• 3 weeks paid vacation, which increases with seniority
• Paid sick time
• Several medical coverage options to fit your needs best
• 401K match
• FREE entry to all of our parks and water parks

Perks:

• Discounts on food and merchandise at all of our parks
• Complimentary tickets for friends and family
• Full-time employee events and gatherings

R esponsibilities:

• Ensure daily supervisor checklist tasks are completed each day which include but are not
  limited to daily stats, arrivals, cancellations, transfers, refunds, night audits when necessary,
  no shows, daily revenue/room forecast, entering third party reservations, respond to guest
  emails, and other duties as needed.
• Supervise the training of seasonal/part time reservation agents on booking 5 Cedar Point
  properties, World's of Fun Village, King's Dominion KOA, and Carowinds' Camp Wilderness. In addition, prepares agents to answer the park information line and PBX line for Cedar Point.
• Oversee observation of reservation agent phone calls and online chats for training purposes
  to ensure agents are using proper guest service and proper etiquette.
• Resolve and supervise calls from guests with concerns and complaints. Reviews guests
  concerns with reservation agents involved to ensure guests are receiving proper information
  and service.
• Monitor daily staffing levels making adjustments when necessary based on phone volume
  for the day.
• Supervise daily operation of call center, making adjustments to agent responsibilities and
  skillsets in real time.
• Liaison for hiring.
• Assist with incoming phone calls and online chats as needed.

• High school diploma/GED required.
• Bachelor's Degree in related field preferred.
• 2-4 years of related work experience required.
• Ability to work and concentrate in a fast paced environment. Ability to work and concentrate in a fast paced environment and effectively use Microsoft Office products.
• Ability to prioritize tasks and work on multiple projects at any given time. Calm demeanor with strong verbal and written communication sills.
• Ability to work nights, weekends and holiday periods to meet business needs.
• Ability to pass a mandatory (or random) drug test, per Company policy, unless prohibited by state or provincial law.
• Ability to pass a background check, if 18 years of age or older, which may include, but is not limited to, credit, criminal, DMV, previous employment, education and personal references, per Company policy, unless prohibited by federal, state, or provincial law.