Spencer Gifts, LLC Egg Harbor Township , NJ 08234
Posted 2 weeks ago
Employee Type:
Full-Time
Location:
Egg Harbor Township, NJ
Job Type:
Design
Experience:
At least 3 year(s)
Date Posted:
4/22/2024
Job Description
Overview
We are authentic, professional providers of fun, focused on building a Great Place To Work For All by staying true to our mission: "Life's a Party, We're Makin' It Fun!" and "So Much Fun It's Scary!"
At Spencer's and Spirit Halloween, we do the right thing always-integrity, fairness, respect, and transparency are our foundation. You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all.
One Team / One Goal
We are leaders and owners of our business success. Whether it's developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness.
We offer a comprehensive benefits package that includes:
Flexible work environment
Career advancement
Competitive base salary
Bonus opportunity
Vacation, Personal, Sick and Holiday pay
Medical, Dental, Vision, Disability, Life and AD&D insurance
401k with a company match
30% merchandise discount
Responsibilities
The Animatronic Associate will serve as the escalation point of contact for Animatronic and ISE product questions and problems. It will include communicating in person and through phone, email and live chat with our guests, other guest service team members, store associates and internal partners. Also documenting and reporting trends as well as processing and shipping necessary parts to our guests.
Receives and logs support calls while working with guests to identify the level to the problem and initiates the case resolution workflow
May perform problem determination to identify and isolate failure point to determine troubleshooting options and/or needed parts to resolve
Works with other partnering departments to ensure that needed enhancements and defect corrections work properly and meet guest requirements
Takes part in preseason product testing
Assists our store associates; all field team member with ISE setup and Animatronic troubleshooting
Resolves Animatronic and ISE support questions, issues, and failures
Assists management in controlling costs. Reports expenses of parts, replacements and shipping costs in a timely manner. Reports unexpected costs to management
Train, coach, and mentor a team of temps during peak
Other duties as assigned
Qualifications
An Associate's Degree or a minimum of 3 years' experience in customer support operations, or, equivalent education and business experience. Previous experience working in a tech environment is a plus
Technical or Mechanical experience with products preferred
Guest facing, verbal and written experience in a technical role as Guest support
Experience in a fast-pace environment, good time management, solid communication skills, and quick response
Excellent organizational skills
Strong understanding of Guest Support and Call Center Best Practices
Hands-on experience providing end-user support in a high availability, mission critical support operation. Managed Services Support experience is a plus
Spencer Gifts, LLC