Customer Service Supervisor

Mt. Olympus Resort in Wisconsin Dells is Hiring Full Time 1st Shift Customer Service Supervisor

Mt. Olympus Resorts is seeking a dependable and motivated Customer Service Supervisor to lead and support our customer service team. This position is responsible for ensuring excellent guest experiences, overseeing daily operations, assisting with escalated guest concerns, and supporting team members in meeting service standards. The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for providing outstanding customer service in a fast-paced hospitality environment.

Duties and Responsibilities

• Supervise, coach, and support customer service employees to ensure excellent guest service.
• Oversee daily operations and ensure adequate staffing and coverage throughout the shift.
• Assist team members with guest inquiries, complaints, and escalated service issues.
• Resolve guest concerns professionally and efficiently while maintaining a positive guest experience.
• Monitor employee performance, productivity, attendance, and adherence to company policies.
• Train new employees on customer service procedures, company policies, and service expectations.
• Provide ongoing coaching and feedback to improve employee performance and customer satisfaction.
• Ensure employees maintain professionalism and follow established customer service standards.
• Monitor daily workflows and identify opportunities to improve efficiency and service quality.
• Communicate effectively with management and other departments to address operational needs.
• Assist with scheduling, shift assignments, and daily task delegation as needed.
• Maintain accurate records, reports, and documentation related to customer service operations.
• Promote teamwork, accountability, and a positive working environment.
• Perform other related duties as assigned by management.

Qualifications and Requirements

• Previous supervisory or team leadership experience required; hospitality or customer service experience preferred.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to handle difficult guest situations calmly and professionally.
• Strong organizational skills and attention to detail.
• Ability to multitask, prioritize responsibilities, and make sound decisions in a fast-paced environment.
• Ability to train, motivate, and hold team members accountable.
• Basic computer skills and the ability to learn company systems and procedures.
• Dependable, professional, and committed to providing excellent guest service.
• Ability to work the scheduled first shift from 7:00 AM to 3:00 PM.

Ideal Candidate

The ideal candidate is a hands-on leader who leads by example, supports employee development, takes initiative, and ensures that every guest receives friendly, professional, and efficient service.

Work Environment

This position operates in a fast-paced resort environment where guest satisfaction, teamwork, and operational efficiency are essential. The Customer Service Supervisor plays an important role in maintaining service standards and supporting the success of Mt. Olympus Resorts.