Customer Service Lead

Job Description

Job Description

Customer Service Lead Lake Pleasant RV Park | Bothell, WA
Full-Time
$27.00 - $32.00 per hour DOE
Weekend and Holiday Rotation Required

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Join a Team That Delivers Outstanding Guest Experiences

Lake Pleasant RV Park is a highly rated RV destination in Bothell, Washington, known for exceptional hospitality, a welcoming atmosphere, and well-maintained facilities. We are seeking a dependable and service-oriented Customer Service Lead to help oversee front-office operations and deliver exceptional guest experiences.

This role is ideal for an organized, proactive professional who enjoys helping guests, supporting team members, and maintaining smooth day-to-day operations in a hospitality-focused environment.

Position Summary

Reporting to the Operations Manager, the Customer Service Lead serves as a key front-office leader and primary escalation point for guest concerns. The position supports daily service operations, coordinates front-desk activities, maintains guest records, and facilitates communication between departments while helping ensure a positive experience for every guest.

Key Responsibilities

Guest Experience Leadership

• Deliver friendly, responsive, and professional service to guests.
• Assist with reservations, arrivals, departures, account inquiries, and special requests.
• Promote a guest-first culture and uphold service standards.

Front Office Coordination

• Support daily front-desk workflow and coverage.
• Coordinate communication between shifts and departments.
• Reinforce operational procedures and service expectations.

Reservations & Guest Accounts

• Maintain reservation data, guest profiles, billing information, and payment records in Rent Manager.
• Process account updates and ensure data accuracy.
• Support reporting and record-keeping activities.

Guest Concern Resolution

• Address guest concerns with professionalism and empathy.
• Identify solutions while maintaining positive guest relationships.
• Document interactions and escalate complex issues when needed.

Team Support & Training

• Assist with onboarding and training new team members.
• Provide guidance on procedures, systems, and daily operations.
• Support a collaborative and productive front-office environment.

Park Operations Support

• Perform periodic site walks and monitor guest amenity areas.
• Communicate maintenance and operational concerns to appropriate team members.

Administration & Communication

• Maintain organized digital records and correspondence.
• Support office supply tracking and administrative responsibilities.
• Utilize Microsoft Teams and related technology for internal communication.

Vendor Coordination

• Communicate with service providers regarding routine operational matters.
• Help coordinate updates that may impact guests or staff. 

Preferred Experience

Lake Pleasant RV Park is currently completing a transition from Firefly to Rent Manager. Candidates with experience supporting software implementations, system training, testing, process documentation, or data accuracy initiatives are strongly encouraged to apply.

Required Qualifications

• 3+ years of customer service, hospitality, front desk, office administration, or guest-facing experience.
• Experience guiding coworkers, coordinating priorities, or serving as an escalation resource.
• Strong proficiency with Microsoft Office, Adobe Acrobat, and Microsoft Teams.
• Experience with reservation systems, property management software, CRM platforms, or databases.
• Excellent communication, organizational, and problem-solving skills.
• Ability to multitask in a fast-paced environment.
• Ability to walk outdoors regularly and perform occasional light lifting. 

Preferred Qualifications

• Experience with Rent Manager and/or Firefly PMS.
• Training, onboarding, or mentoring experience.
• Knowledge of software transitions, testing, data cleanup, or process documentation.
• Experience in RV parks, campgrounds, hospitality, hotels, storage facilities, or property management.
• Familiarity with payments, reconciliations, accounts receivable, or accounts payable.
• Strong guest conflict resolution skills and professional judgment.

Compensation & Benefits

Pay: $27.00 - $32.00 per hour, depending on experience

Eligible full-time employees may receive:

• Medical, dental, and vision insurance
• Paid time off (PTO) and paid sick leave
• Paid holidays
• 401(k) with company match (if applicable)
• Professional development and training opportunities
• Opportunities for advancement
• Supportive, team-focused work environment

Benefits are subject to eligibility requirements and company policies.

Why Join Lake Pleasant RV Park?

At Lake Pleasant RV Park, you'll be part of a collaborative team dedicated to creating outstanding guest experiences in a welcoming outdoor setting. We value professionalism, teamwork, accountability, and a genuine commitment to hospitality. If you're passionate about helping people and making a positive impact every day, we'd love to hear from you.
Apply Today

Submit your resume and a brief cover letter highlighting your customer service leadership, hospitality, and software experience.

Email: View email address on us.fitly.work

Lake Pleasant RV Park is an Equal Opportunity Employer and is committed to fostering an inclusive workplace.