At Dollywood Parks & Resorts, we create memories worth repeating! We are seeking a Sales and Service Center Team Lead who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together while caring deeply about our brand.

We want to work alongside someone who acts as an extension of our mission, values, and culture. The ideal Sales and Service Center Team Lead will be equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

This role exists to support all aspects of day-to-day Contact Center operations, including scheduling, payroll, and coaching Hosts. The Sales and Service Center Team Lead is responsible for achieving safety, friendliness, cleanliness, financial goals, and serving as a PIC for the S&SC Team. All of this will be done in a manner consistent with the mission, values, operating philosophies, and standards of the Dollywood Company.

Additionally, the ideal candidate will be able to display and live out Lead with Love qualities, strongly rooted in the Dollywood Company culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.

Summary of Essential Functions and Responsibilities

• Ensure the Sales and Service Center is operating effectively, and meeting operational goals
• Provide support to the Support Specialists and Training Supervisor to effectively train Hosts on ticketing policies, marketing promotions, cash handling, good stewardship, the resorts reservations system, phone system, CRM software and the ticketing system
• Monitor agent efficiency to ensure Guests’ calls are answered as quickly as possible
• Maintain coaching logs, attendance records and host journals
• Make quick and accurate decisions concerning the operations of the Sales & Service Center
• Ensure proper communication with the Support Specialists, and Training Supervisor regarding schedules, significant dates, events, and meetings
• Process management requests for complimentary tickets and passes, maintaining accurate records of transactions
• Handle guest escalations from Hosts or Support Specialists
• Research transactions and payments in ticketing system to determine best course of action for refunding, exchanging or downgrading purchases
• Offer input regarding improvements in safety, guest excellence, profitability, and job satisfaction.
• Fulfill the duties and responsibilities of the Support Specialists including taking calls and processing refunds
• Lead Hosts by educating, coaching, empowering, and providing feedback to ensure accountability for individual results
• Communicate information and updates from Marketing team and other departments regarding park operations, ticketing functions and promotions to the S&SC Team
• Identify and communicate staffing needs and suggest solutions
• Make outgoing collection calls on Easy 2 Play contracts as needed
• Assist with the onboarding process
• Ensure high level of guest service at all touch points by being a role model in exemplary guest service and professionalism
• Monitor ticketing system procedures to ensure alignment and accountability
• Maintain flexibility to work all shifts, days and hours the S&SC is open
• Maintain payroll exception forms and forward to HR as required
• Perform additional duties and make decisions as requested
• Work with other departments to maintain strong working relationships and open communication
• Troubleshoot IT issues and submit requests to IT as needed
• Coach hosts and document accordingly
• Serve as back up to all PIC/Support Specialist duties.

Education and Experience Required

• Must be at least 18 years of age and have a valid driver’s license with proof of auto liability insurance
• High School diploma or equivalent required. Associate or bachelor’s Degree preferred
• Successful completion of a background check, credit check and drug test
• 3 years of experience leading 20 or more people in the theme park/hospitality industry, preferred
• 1-2 years of experience motivating and coaching employees
• Experience working with computers and computer software, especially Microsoft Office Suite
• Previous working experience where safety compliance and customer satisfaction are a high priority
• Experience with complex ticketing systems or other revenue systems required

Management reserves the right to change and/or add to these duties at any time

• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
• Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work
• Must be self-motivated and disciplined
• Must be able to prioritize and complete work assignments on a timely basis
• Must maintain strict confidentiality and judgment regarding privileged information
• Must be committed to continuous improvement
• Must have professional appearance with good personal hygiene
• Must be productive in a fast-paced environment
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
• Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines
• Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills
• Must be able to communicate effectively with Guests and Hosts using approved communication methods
• Able to collaborate with cross-functional teams to plan, execute, and deliver projects ahead of schedule, fostering open communication and mutual support to achieve shared goals
• Able to comprehend instructions and retain information
• Able to perform duties consistent with creating a safe and secure environment for hosts and guests
• Able to be flexible to handle frequent changes in priorities
• Able to add, subtract, multiply and divide with accuracy
• Must have manual dexterity necessary to complete all job duties
• Able to be subjected to periodic random drug screening as outlined by company policy
• Able to remain attentive and alert at all times
• Able to speak clearly to communicate by telephone
• Good written and verbal communication skills; must be able to write reports with clear and concise wording
• Strong organizational skills to be able to coordinate multiple tasks and rapidly shifting priorities
• Must be able to effectively communicate with fellow Guests and Hosts using approved communication methods

Physical Requirements | Environmental Conditions

• Lifting and Carrying: Position may require occasional to frequent lifting of up to 25 lbs utilizing company’s safety guidelines for safe lifting
• Mobility: Position may require intermittent to prolonged sitting, standing and/or walking for duration of shift, up to 13 hours
• Repetitive Movements: This position may require performing repetitive movements and tasks throughout the shift, including repeated use of hands, arms or other body parts as part of typical job functions
• Environmental Conditions: This position requires the ability to perform work tasks in varying weather conditions to include extreme cold and heat
• Cognitive and Sensory Requirements: This position requires strong cognitive skills, including the ability to think critically, solve problems, process and retain information, have attention to detail and communicate effectively using approved communication methods.

The Dollywood Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. The Dollywood Company drives a welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever-changing world.