Welcome Center Manager

The Welcome Center Manager is responsible for the daily operations of the Tour Center including monitoring the inbound customer wait times, ensuring that customer facing areas provide a high quality and professional customer experience, distributing daily work load to the department employees, confirming completion of the daily work, verifying accuracy of tour data, and is available to answer questions and offer assistance to both customers and other employees. Other responsibilities include directing customers to the correct department and responding to other questions that may arise from a customers’ standpoint. In the event that there is an escalated issue from a customer, it is the Welcome Center Manager’s responsibility to assist in whatever way possible. Responsible for interviewing and selecting new hires; handles training of new hires. Also responsible for investigating issues with hardware/software systems and ensuring a resolution.

Essential Responsibilities:

• Manage and conduct administrative oversight for assigned personnel, delegating tasks and monitoring performance.
• Monitor Tour Center operations and personnel/customer interactions, ensuring compliance with customer service standards and business policies and procedures.
• Develop, evaluate, and improve Tour Center operating procedures and conduct and/or coordinate training.
• Manages the sales rotation process, which includes the assignment of customers to the salesperson for all tours.
• Verifies tour data is entered properly on a daily basis to ensure production reports are accurate.
• Makes timekeeping corrections and prepares time infraction disciplinary warnings for assigned personnel.
• Runs various reports, as needed.
• Responds to customer inquiries in person, telephonically, and/or electronically.
• Inspects customer facing areas on a regular basis to check for operational efficiency, cleanliness, and safety. Communicates any identified issues to leadership.

Minimum Requirements:

• Equitable work experience with a HS Diploma or equivalent considered.
• Requires customer service background with an emphasis on positive attitude and people skills on a professional level.
• Organizational and supervisory skills are required.
• Must maintain a professional appearance and attitude.
• General use of computer including Microsoft applications of Excel®, Word®, Outlook®.
• Ability to effectively utilize internal company software.
• Ability to multi-task.
• Must be able to work weekends, holidays and extended hours if needed.