Customer Service Lead

• Provide exceptional customer service to customers via phone, email, chat, and in- person interactions.
• Respond to customer inquiries, triage issues, and escalate to the right teams.
• Manage customer escalations as the first-level manager
• Train new employees.
• Manage refund requests and tracker along with the Customer Service Manager
• Manage and process donation requests
• Responsible for Season Pass pick up

• Maintain inventory of office supplies, kitchen/breakroom items, and cleaning materials, and order supplies when needed.
• Keep common areas tidy and presentable (reception, conference rooms, kitchen, supply closet).
• Perform light cleaning tasks daily (wipe surfaces, restock consumables, empty small bins); coordinate deep cleaning with janitorial vendors.
• Manage the part-time cleaning staff and fill in for cleaning when needed.
• Coordinate mail/shipping and courier pick-ups.
• Assist leadership with ad hoc projects and internal communications.

• Oversee daily call center operations and ensure service level targets are met
• Monitor team performance through KPIs (call volume, talk time, sales, etc.)
• Coach, mentor, and develop team members to improve performance and engagement
• Conduct regular call monitoring and provide constructive feedback
• Handle escalated customer issues and provide resolution support
• Assist with scheduling, staffing, and workload distribution
• Train new hires and support ongoing employee development
• Report weekly and monthly call center performance.

• High school diploma or GED required.
• Previous Leadership experience required.
• 3–5 years of experience in customer service and/or event organization.
• Proficiency with Microsoft Office Suite and strong computer skills.
• Excellent communication skills, both written and verbal.
• Ability to work under pressure and meet deadlines.
• Required to work weekends during the season.

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