Hybrid Supervisor, Guest Experience Quality Assurance na Dallas Arboretum and Botanical Garden

The mission of the Dallas Arboretum and Botanical Garden is to build and maintain a public venue that promotes the art, enjoyment and knowledge of horticulture while providing opportunities for education and research. We are committed to excellence, inclusion, good management and fiscal responsibility.

JOB SUMMARY:

Collaborate with the Manager, Guest Experience to maintain a productive and efficient work team; by coaching and training Guest Experience agents to provide a high level of service to our guests. Assist with various office tasks during times of slow attendance.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Own all aspects of the new hire process, including screening, hiring and training
• Train and coach Guest Experience team members to ensure the quality of customer service meets Dallas Arboretum standards
• Mentor Guest Experience team members on performance, behavior, dress code and attendance
• Monitor and grade recorded calls and interactions for staff members.
• Assist in the completion of the training tracker for Guest Experience team members
• Coordinate tasks amongst Customer Service agents
• Assist with Agent team meetings and workshops
• Receive escalated calls from the customer service team, and make decisions using Dallas Arboretum best practices and your best judgment
• Monitors upcoming days’ sales ensuring staff are scheduled and in place to meet expected guest traffic
• Creates and ensures compliance with department procedures
• Address any issues/problems with appropriate, prompt counseling 
• Track customer call types and volume
• Oversee the accuracy of employee time cards

SKILLS/QUALIFICATIONS:  

• High school graduate or G.E.D.
• Face-to-face customer handling experience desired 
• Excellent verbal and written communication skills
• Computer experience required (Microsoft Office products)
• Physical ability to stand and walk for extended periods.
• Ability to work rotating shifts, including weekends and seasonal evening hours.

To help you stay energized, engaged, and inspired, we offer a wide range of benefits including comprehensive healthcare, a 401K, and Paid Time Off (PTO).

The mission of the Dallas Arboretum and Botanical Garden is to be a garden for all that enriches lives through beauty, learning, and connection. We are a world-class sanctuary where people and plants flourish in the natural environment. 

The Dallas Arboretum is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, age, color, ancestry, national origin, place of birth, religion, sex, sexual orientation, gender identity and expression, military or veteran status, genetic characteristics or disability unrelated to job performance.