Position Description :
Are you someone that enjoys the outdoors, talking to people on the phone, being part of a team and take pride in helping others? Then YOU may be the person we are searching for!
American Land & Leisure has been managing Campgrounds, Day Use Areas and Boat Launches for over 35 years and in 7 states across the country. We are looking for a Customer Experience Assistant Manager to work in our Pleasant Grove, Utah Corporate Office.
Key Responsibilities :
1. Assume Duties of the Customer Experience Manager as Needed
- Assume the duties and responsibilities of the Customer Experience Manager in their absence.
2. Remote Team Management :
Train, and assist in managing and supporting a remote department team responsible for campground reservations, customer inquiries, and day-to-day operations.Support the managers expectations, provide regular feedback, and ensure team members are properly equipped to excel in their roles.Foster a positive and efficient remote working culture, ensuring team members remain engaged and motivated.Assist the manager in addressing issues and provide troubleshooting support for remote team staff.3. Scan & Pay System Implementation and Management :
Assist in the task of establishing, monitoring, and refining the Scan & Pay system for campground reservations, ensuring it is functioning optimally for customer ease and satisfaction.Provide staff training and updates regarding system changes, troubleshooting, and ensuring customers understand how to use the system effectively.Work with stakeholders to make any necessary system improvements based on customer feedback and operational needs.4. Fee and Date Management :
Update campground fees, reservation dates, and availability on the update.rec.gov platform for U.S. National Forests and Utility Company campgrounds.Ensure all campground reservation and fee details are accurate, timely, and reflect any changes in operations or pricing.Assist in implementing any seasonal or special event pricing and updates in accordance with established policies.5. Customer Communication and Support :
When the manager is not available, serve as the primary point of contact for customer issues related to campground reservations, fees, and the Scan & Pay system.Work with the Manager to develop customer communication strategies and tools (such as FAQs, guides, etc.) to ensure a smooth and informed experience for all users.Resolve customer complaints or issues in a timely, efficient, and friendly manner to maintain customer satisfaction and loyalty.6. Data Analysis and Reporting :
Monitor customer feedback and system data to identify trends, areas for improvement, and opportunities for enhancing the customer experience.Work with the Manager to prepare and present regular reports to senior management regarding team performance, customer satisfaction metrics, and system effectiveness.7. Collaboration and Stakeholder Engagement :
Collaborate with internal departments and external partners (such as U.S. National Forests, utility companies, and contractors) to ensure the seamless execution of campground operations.Work closely with the marketing and operations teams to ensure proper promotions, availability, and customer-facing communications are up to date.Qualifications :
Proven experience in customer experience management, remote team management, or related fields.Strong knowledge and experience with campground reservation platforms and payment systems, specifically update.rec.gov, is a plus.Exceptional communication skills, both written and verbal.Demonstrated ability to lead, manage, and train remote teams effectively.Strong attention to detail, organization, and problem-solving skills.Ability to manage multiple tasks and priorities in a fast-paced environment.Familiarity with U.S. National Forests and utility company campground operations is desirable.A customer-centric approach, with a commitment to improving processes and enhancing customer satisfaction.Experience :
2 years of experience in customer experience management or relevantroles.
Previous experience working in a remote team environment is a plus.Work Environm ent :
Fast-paced office environment in the corporate office in Pleasant Grove, UtahOnly Serious Applicants Should Apply
Additional Information :
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