Customer Service Manager

Full Throttle Adrenaline Park is a premier entertainment company committed to delivering unique and memorable experiences. Full Throttle strives to provide our guests with remarkable customer service, safe but adrenaline-packed memorable experiences through superior activities and exceptionally clean facilities. Full Throttle Adrenaline Park fosters success as well as professional and personal growth across all positions. While based in Cincinnati, Ohio, Full Throttle Adrenaline Park has seven adrenaline parks throughout Ohio, Michigan, Kentucky, and Pennsylvania.

The Manager is responsible for guest safety and experience as a top priority. This role has a high focus on training and developing all crew functions to the high standards of Full Throttle Adrenaline Park. Responsible for coaching, correcting, and encouraging crew member growth and development on a recurring basis to constantly improve the status of each individual crew member. The ideal candidate must be passionate about people. Our guests, our crew, and our vendors keep us going. Maintaining a positive and respectful relationship with each of those parties is crucial to this candidate's success. The Manager is responsible for ensuring crew members have all necessary resources to efficiently deliver a clean, safe, and fun experience. The Manager is also responsible for properly and promptly addressing issues that cause unhappy guests, consistent and professional communication with crew members and manager(s), working with management to achieve the best results by delegating and following up with crew members, and other administrative tasks. The ideal candidate has a background in understanding Key Performance Indicators (KPI's) and how to adjust to improve the numbers and drive results quickly and efficiently.

The ideal candidate embodies Full Throttle Adrenaline Parks 8 core values:

· Safety

· Comassionate

· Responsive

· Ambitious

· Profitable

· Integrity

· Accountability

· Fun

This job requires approximately 30 hours per week as Shift Manager and <10 hours per week on administrative tasks.

Essential Functions and Responsibilities:

· Provide leadership and a vision to the crew members to ensure the culture and ethics remain clear and consistent amongst all personnel.

· Inspire and motivate crew members to perform at their best through positive encouragement and coaching.

· Responsibly delegate and follow up on tasks while remaining accountable for the overall Adrenaline Park and crew.

· Set performance expectations and monitor training to ensure crew are trained and performing to the highest standard.

· Maintain adequate staffing levels during business hours in relation to seasonality, upcoming events, and forecasting of business. If there are holes in the schedule, the Manager is expected to be there to fill the holes.

· Resolve crew and customer complaints/issues in a timely and professional manner to drive the best results for the individual and the business.

· Recognize, bring attention to, and act upon various issues or improvements needed to the facility and processes.

· Ensure all areas of the facility are up to company standards, including facility cleanliness, crew and guest experience, and more from the time the guest arrives until they leave our park.

· Responsible for coaching, correcting, and encouraging crew members growth and development.

· Hold all crew members accountable in achieving Full Throttle Adrenaline Parks desired safety, sales, and customer service goals.

· Communicate effectively with hourly crew members on changes to processes and procedures.

· Hold crew members accountable to all processes and procedures as defined by Full Throttle Adrenaline Park.

Requirements:

· Passionate about people

· Excellent communication skills amongst multiple platforms; email, 7shifts, phone call/text, in person

· Outstanding organizational skills

· Strong leadership skills

· Training and development knowledge

· Minimum 2 years’ experience as Manager or similar role

· Bachelors’ Degree preferred

· Ability to read, and understand, Key Performance Indicators preferred

Knowledge of general business software and aptitude to learn new applications; proficiency in Microsoft Office (Word, Excel, Outlook)

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• Weekends as needed

Work Location: In person

Salary : $45,000 - $50,000