Hersheypark amusement park spans 121-acres, and welcomes guests to experience Hersheypark Happy all year long! As the largest amusement park in Pennsylvania, Hersheypark is home to more than 70 rides including 15 coasters and 20+ kiddie rides, as well as a zoo, and an entire water park.

A Hersheypark Call Center Supervisor maintains accountability for the employee and guest experience of the Call Center. This position works in a team environment with other Call Center Employees, Supervisors, and Area Supervisors. 

As a Part-Time Team Member, you will enjoy sweet perks like FREE admission and parking to Hersheypark, discounts on food & shopping, and more as soon as you receive your Employee ID!

Job Duties (Duties marked with an asterisk are essential functions of this job):

Conduct Guest Experience shift meetings with employees, supervisors, and area supervisors*

Maintain a clean work area including preparing and sweeping queue areas, work stations, walkways/paths are free of debris, and removal of trash when necessary*

Communicate with supervisor(s) regarding staffing needs and coordinate a team member’s break schedule.*

Ensure employees are trained at their assigned location and have proper documentation 

Adhere to Guest Experience standard operating procedures and maintain proficiency in Order Entry, Contract, and Payment Plan options and phone etiquette 

Maintain, complete, and audit proper documentation, including Arrears reporting, opening/closing checklists, training checklists, phone order entry, season pass record entry, and inventory sheets*

Conduct the required amount of internal audits and quality assurance assessments*

Coach employees and administer disciplinary action when necessary*

Provide our guests with exceptional guest services, resolve all guest inquiries in a timely matter (including collaborating with other departments when needed), and adhere to department and company service expectations*

Initiate positive guest interactions and maintain a thorough working knowledge of Hersheypark guest programs and upsell applicable programs

Perform other duties as assigned

Qualifications:

Must be 18 years of age or older on the date of applying

Previous experience in a Call Center environment, hospitality, or guest services

Knowledge, Skills, and Abilities:

Must be proficient in the use of Google Workspace applications

Must have strong conflict resolution and problem-solving skills

Must be able to successfully attend and complete all department training requirements

Must have the ability to effectively communicate verbally, including delivering safety instructions/directions, verbal cues, and speaking clearly into microphones and radios

Must be comfortable with the use of electronic equipment and digital ticketing software

Must have the ability to remain alert and vigilant at all times

Must display a positive attitude, an eagerness to learn, and a professional image in compliance with Hershey Entertainment & Resorts guidelines

Must have the ability to safeguard confidential information

Embody Hershey Entertainment & Resorts Company core values: Devoted to the Legacy, Selfless Spirit of Service, Team Focused, Respectful of Others

Job Demands:

Must be able to work flexible hours, including mornings, evenings, weekends and holidays, as well as maintain three (3) days of operational availability, Memorial Day - Labor Day

Physical requirements include sitting for periods up to five (5) hours at a time, walking, bending, climbing stairs, and lifting up to twenty (20) pounds without assistance

Must be able to work in a combination of indoor and outdoor weather conditions. Employees are subject to a variety of weather conditions, including but not limited to: extreme heat, sun exposure, cold, and inclement weather.

This job requires the visual ability to perform detailed work at close distances (computer screens, tickets, printed papers)

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Hershey Entertainment and Resorts is an Equal Opportunity Employer