Communications Staff

JOB SUMMARY:

While providing the highest level of Guest Service, answers and directs incoming calls in a professional way through a high-volume, multiline phone system for the Santa Cruz Seaside Company and its concessionaires. Monitors and dispatches on multiple radio frequencies including: Operations and support departments. Must maintain confidentiality concerning all guest and employee interactions, conversations, and incidents. Keeps accurate records on ride operational times and updates Digital Sign. Performs various office tasks.

UNIQUE JOB REQUIREMENTS:

Receives radio traffic and phone calls regarding emergency situations. Must be able to remain calm during high stress situations. Must be able to communicate quickly and efficiently both verbally and in writing. Must be available to work evenings, weekends, and holidays.

Upon successful completion of Communications training, staff will be trained as Security Dispatch Staff. Please refer to Dispatch Staff Job Description for more information on Dispatch Staff Duties and responsibilities.

Communications Staff must provide exceptional guest service and possess excellent attention to detail. Must be able to work flexible hours including: evenings, overnights, weekends, and holidays. Must have experience operating both PC and Macintosh computer systems. Must be able to view video monitors for up to 8 hours a day. Must possess excellent written and verbal communication skills. May write reports on incidents up to and including acting as a witness. Will be required to contact emergency response services outside of our company including, but not limited to: 911, Animal Control Services and Lifeguards. Must be able to perform all job functions alone or as part of a team depending on the work flow.

JOB TASKS (IN ORDER OF IMPORTANCE):

Communications Staff

• Greet every Guest and answer all of their questions thoroughly, while providing consistent, friendly, and quality Guest Service.

• Maintain professional and cooperative relationships with coworkers both inside and outside the Guest Services department.

• Operate a multiline phone system by answering and transferring calls.

• Operate multiple radio frequencies to communicate with Operations and support departments and to dispatch support department personnel as needed.

• Receive and respond appropriately to in-house maintenance, security and employee calls.

• Send confidential e-mails and SMS messages.

• Keep digital sign up to date with current and accurate information.

• Read, understand and communicate discount coupons, promotions and other important announcements.

• Record and log requests for Maintenance.

• Will be trained as a Guest Service Representative.

• Perform other duties as assigned.

Communications Evening Staff

• All duties of Communications Staff, shown above.

• Produce the daily Maintenance Reports and Events Summary.

• Keep updated lists of Managers and Supervisors on Duty and Security personnel.

• Enter Field Interview cards, jump start waivers and Trespass Warnings (TPW)

• Review and send out the Media Log

• Review footage and burn DVD's as requested

• Monitor and turn alarms on and off.

• Perform all tasks with little or no supervision.

• Must communicate issues requiring immediate attention to Supervisor or Communications staff as appropriate.

RELATIONSHIPS INTERNAL:

All Santa Cruz Seaside Company and concessionaire employees with a strong emphasis on Security personnel.

RELATIONSHIPS EXTERNAL:

Heavy guest interaction - mostly via telephone.

TRAINING AND EXPERIENCE:

Must provide outstanding Guest Service. Must have at least one year experience working in a customer service environment, preferably answering phones. Previous experience operating a multi-line phone system and radio consoles is helpful. Prior experience at, or knowledge of, the Boardwalk is also helpful.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to provide consistent, friendly and helpful service to Guests and Employees.

• Ability to efficiently operate a multiline phone system with a high volume of calls

• Ability to remain calm and to recall and provide appropriate responses in emergency situations.

• Ability to prioritize and multitask in a high traffic environment with frequent distractions.

• Ability to communicate clearly, concisely and accurately verbally and in writing.

• Ability to quickly learn company policies and procedures.

• Ability to work both independently and as part of a team.

• Ability to proofread documents.

• Ability to keep create and maintain accurate records.

• Ability to maintain confidentiality.

• Ability to type at least 30 words per minute.

• Ability to learn and memorize radio code numbers and extensions.

• Ability to recall and memorize names, faces, dates and numbers.

• Ability to sit for up to eight hours.

• Ability to hear normal phone conversations and radio traffic.

PHYSICAL REQUIREMENTS:

• Able to work in a confined space and sit for long periods of time.

• Able to hear conversation on the telephone and radio with a variety of background noises and distractions.

• Able to see, read and interpret documents.

• Bi-manual dexterity.

LICENSES AND INSURANCE:

N/A

TESTING:

clerical skills test, typing test, criminal background check

signed privacy and confidentiality policy

REPORTS TO:

Guest Services Supervisor

SUPERVISES DIRECTLY:

N/A

SUPERVISES THROUGH SUBORDINATES:

N/A

APPROVED: 11/23/2011

REVISED: 1/31/2015

REVIEWED: 2/5/2014