Customer Service Manager - Full-time / Part-time

We have a full-time/part-time opening for a Customer Service Manager.

Must be able to work various shifts per week.

Who We Are:

Legends is a company that prides itself on providing fans with an exceptional experience each and every time they visit your venue. The fans are our guests and our number one priority. Understanding this concept means that we listen to your fans, understand what they want and customize our service in a way that meets and exceeds their needs. We provide expertise and carefully honed customer service in multiple categories including food and beverage, merchandise, facilities management, design and consulting, hospitality and live entertainment. We are dedicated to delivering a legendary fan experience. For that reason, we believe in the honor of service, where no request is unreasonable and going the extra mile isn’t the exception, it’s the expectation. Let us show you the success you can achieve with a company that is truly all about the fans.
 

Position Available: Customer Service Manager

Job Description: Under direction of the Director of Operations, this individual will work closely with Human Resources, Concessions, Merchandise and Premium Services department managers.  The Customer Service Manager will be the role model of excellence for all team members throughout the arena.

Primary Responsibilities:
• Pursue and maintain extensive knowledge about the facility and services in order to assist any and all   guests
• Support the Human Resource Manager in the design, development and implementation of programs, processes and tools that meet both current and future needs for all employee and customer satisfaction goals and objectives
• Responsible for the design and delivery of new hire and orientation training
• Responsible for the development and rollout of employee recognition programs
• Lead meetings, activities, ceremonies and games with confidence and enthusiasm to actively engage all participants
• Create reports to compile customer feedback and analyze trends
• Takes ownership for difficult customer situations with the ability to see the situation to resolution
• Partner well with department heads and high level clientele
• Communicate with guests to take on-site surveys during events; compile and track results to identify trends and areas of concern
• Secret shop associates in various departments during events
• Maximize both employee and customer satisfaction
• Performs other duties as assigned

Qualifications: 
• The ideal candidate will possess a Bachelor’s degree or equivalent
• 5+ years of relevant work experience
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Friendly and warm personality with an ability to connect to game day employees and fans
• Customer service oriented with the ability to interact with all levels of management
• Highly motivated with a pleasant and upbeat attitude
• Ability to multi task in a fast paced team setting in addition to work independently
• Make decisions in a quick and expeditious manner
• Excellent oral and written communication skills
• Must be detail-oriented and extremely organized with the ability to learn new programs and procedures
• Must be flexible to work extended hours due to business requirements including nights, weekends and holidays