Full-Time - Lead Guest Sales & Service - Grand Ole Opry

The Lead of Guest Sales & Service will oversee daily ticketing operations and service at the OEG Call Center. This position supports the front-line sales and service agents ensuring we meet guest expectations by providing fast, efficient, and friendly ticket sales and support. This position is also responsible for coaching and mentoring in up-selling and cross-selling of OEG attractions. This position will support a continuously improving environment that enhances guest satisfaction, increases revenue generation, and maximizes productivity.

• Assist leadership in overseeing the Call Center staff; conduct pre-shift updates to ensure agents have current information regarding OEG attraction offerings, including new promotions, show line-ups, new package offers, etc. Ensure all agents can perform ticket sales accurately and efficiently using all systems.

• Perform in a supervisory role regarding immediate issues, including scheduling breaks to ensure guest service is not compromised and responding to guest issues quickly and hospitably.

• Perform in the front-line service role as needed, serving as a role model for staff in all aspects of the position, including guest service, selling, upselling, etc.

• Assist leadership with running and providing reports to management, upper administration, and pertinent stakeholders.

• Assist in employee training, working with new employees to acclimate them to the company and business unit, systems utilized and sales processes, and with all employees to implement new procedures.

• Be receptive to ideas, training, and feedback from the leadership and training team to

continually improve and enhance sales and service.

• Perform daily supervisory functions as outlined in the location SOPs including being well versed in NICE CXOne, AXS, TicketMaster, and all utilized systems.

• Assist with communication between various departments and outside vendors regarding event set-up and equipment issues, including but not limited to IT, AXS, TicketMaster, and InContact.

• Rotate with leadership to open and close the Call Center during regular business hours or extended hours on show days, including weekends and holidays.

• Assist with scheduling efficiency, including adding or removing staff based on business needs. Help maintain employee paperwork such as timecards, till sheets, etc.

• Ensure staff is trained in emergency procedures and assist with any emergency or evacuation.

• Perform other duties as assigned.