Customer Service Lead

Customer Service Lead Position Summary: Responsible for QA/QC (Quality Assurance/ Quality Control) of Express Tours and Janitorial. Ensures Express guides greets customers and gives proper information on the Hualapai history and culture. Does daily assigning for Express and Janitorial. Directs customer flow through the Skywalk in a professional and courteous manner. Acts as Lead and assists in training new or less experienced Express Drivers or Janitorial. Ensures outstanding customer service for guests and acts as a Hualapai ambassador. Works with the guests in reviewing their pictures, using software to make changes to enhance photos. Uses selling techniques to sell pictures and upsell packages to guests. Prints pictures purchased and places in folders for purchase. Prepares flash drives for packages purchased. At the end of the day assist Retail with closing out the cashiers. Knowledge and Abilities: 1. Experience using Microsoft Office Suite. 2. Knowledge of the Hualapai history and culture 3. Experience with green screen preferred 4. Customer service and sales experience required. 5. Demonstrated ability to interact with guests, tour groups, and provide prompt, outstanding customer service while answering questions. 6. Demonstrated ability to review and enhance photos so that guests will purchase. 7. Demonstrated ability to understand questions being asked and provide detailed information regarding photo purchases. 8. Demonstrated ability to communicate in a clear, concise manner. 9. Demonstrated ability to work in and foster a team environment, multi-task efficiently and maintain positive working relationships. 10. Demonstrated ability to meet monthly sales goals, as set forth by management. 11. Demonstrated ability to work in a fast-paced sales environment, staying calm and focused. 12. Demonstrate the ability to work well with a team to assure the customers have that WOW experience. 13. Ability and the know how to work with POS (Point of Sale) systems (Galaxy and Retail Pro) closing out at the end of the day. Duties & Responsibilities: 1. Responsible for daily assignment of Express Drivers/Posts and Janitorial. 2. Greet guests as they approach the skywalk, being courteous, friendly, and helpful. Explain the different Photo options. 3. Engage guests as they are viewing their photos and use software to enhance photographs. 4. Print pictures purchased and place in folders. Prepare flash drives for customers purchasing packages. 5. Direct customers flow through the purchase and pick-up of Skywalk tickets. 6. Assist in retail or ticket sales areas, as time permits. 7. Foster a team environment, multi-task efficiently and maintain positive working relationships. 8. Assist with training new and less experienced Photo Guides. Act as a role model for the team. 9. Perform other work-related duties as assigned. Qualifications: 1. Excellent oral communication skills and strong interpersonal skills. 2. High School Diploma or GED. 3. Computer literacy and sales experience required. 4. Preference given to Hualapai Tribal members. Working Conditions: Position requires the ability to stand for extended periods of time. Requires lifting to 25 lbs. Must be able to work varying schedules, weekends, and holidays Grand Canyon Resort Corporation (GCRC) is wholly-owned by the Hualapai Tribe and is located in Peach Springs, Arizona. In 1988, the Hualapai People, who have been part of this land since time immemorial, established GCRC, welcoming millions of visitors each year to tour the area. The year 1883 is when the reservation was established, and occupiers are usually foreign to the land they occupy. To further increase tourism in the area, the Grand Canyon Skywalk was built in 2007. The Skywalk is a glass, horseshoe-shaped bridge that enables visitors to walk beyond the canyon walls at Grand Canyon West, suspending them 4,000 feet above the riverbed and providing an unparalleled view of this natural wonder.