Associate, Animatronics

Animatronic Associate

We are authentic, professional providers of fun, focused on building a Great Place To Work For All by staying true to our mission: "Life's a Party, We're Makin' It Fun!" and "So Much Fun It's Scary!" At Spencer's and Spirit Halloween, we do the right thing always-integrity, fairness, respect, and transparency are our foundation. You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all.

We are leaders and owners of our business success. Whether it's developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness.

We offer a comprehensive benefits package that includes:

• Flexible work environment
• Career advancement
• Competitive base salary
• Bonus opportunity
• Vacation, Personal, Sick and Holiday pay
• Medical, Dental, Vision, Disability, Life and AD&D insurance
• 401k with a company match
• 30% merchandise discount

Responsibilities:

• The Animatronic Associate will serve as the escalation point of contact for Animatronic and In Store Experience (ISE) product questions and problems. It will include communicating in person and through phone, email and live chat with our guests, other guest service team members, store associates and internal partners. Also documenting and reporting trends as well as processing and shipping necessary parts to our guests.
• Receives and logs support calls while working with guests to identify the level to the problem and initiates the case resolution workflow
• Performs problem determination to identify and isolate failure point to determine troubleshooting options and/or needed parts to resolve
• Works with other partnering departments to ensure that needed enhancements and defect corrections work properly and meet guest requirements
• Takes part in preseason product testing
• Assists our store associates and all field team member with ISE setup and Animatronic troubleshooting
• Resolves Animatronic and ISE support questions, issues, and failures
• Assists management in controlling costs. Reports expenses of parts, replacements and shipping costs in a timely manner
• Trains, coaches, and mentors a team of temps during peak season
• Other duties as assigned

Qualifications:

• An Associate's Degree or a minimum of 3 years' experience in customer support operations, or, equivalent education and business experience. Previous experience working in a tech environment is a plus
• Technical or Mechanical experience with products preferred
• Guest facing, verbal and written experience in a technical role as Guest support
• Experience in a fast-pace environment, good time management, solid communication skills, and quick response
• Excellent organizational skills
• Strong understanding of Guest Support and Call Center Best Practices
• Hands-on experience providing end-user support in a high availability, mission critical support operation. Managed Services Support experience is a plus