Customer Service Manager (Full Time) – Salt Lake City, UT – City Creek Center

Posted 5/1/2019  Back to Careers

Customer Service Manager (Full Time) – Salt Lake City, UT – City Creek Center

City Creek Center, located in Salt Lake City, Utah, is currently seeking a full time Customer Service Manager to oversee the shopping center’s Customer Service department.  The primary goal of the position is to ensure that all guests receive a high level of quality service that is expected from a top tier shopping center. The Customer Service Manager will direct the day-to-day activities and development of 5-6 guest services personnel. The ideal applicant will possess a thorough knowledge of Salt Lake City and the surrounding areas, as well as upcoming events, and will be able to handle all guest inquiries.  Applicants must have 3-5 years of management experience.  Concierge or similar experience preferred.

Responsibilities:

Communication

  • Communicate effectively with mall management, tenants, and guests
  • Establish a strong rapport with retailers and distribute information as necessary
  • Act as a liaison between guests and mall management
  • Attend mall management team meetings
  • Maintain awareness of issues pertinent to center and report as necessary

Team Leadership

  • Interview and hire Customer Service staff
  • Provide new employee training, as well as continued team training and evaluation
  • Prepare staff meetings and provide minutes to supervisor and mall management staff
  • Establish shifts and create a weekly work schedule for staff, making accommodations when necessary
  • Evaluate employees to improve performance
  • Set team and individual performance goals
  • Set goals for Customer Service Representative and monitor and report results
  • Promote and monitor operating policies
  • Trouble shoot guest issues
  • Drive Customer Service Team to achieve a high level of guest satisfaction

Training

  • Provide ongoing training opportunities for all Customer Service Representatives
  • Initiate training exercises and programs to elevate the knowledge of the Customer Service Representatives

Administrative

  • Accurately complete daily, weekly, and monthly reports and meet deadlines
  • Create memos and informational pieces for staff
  • Scheduling and payroll
  • Accurately maintain inventory of items used for promotional and marketing programs 

Knowledge

  • Knowledge of shopping center stores and restaurants and their product lines
  • Knowledge of the trade area surrounding the shopping center, including current events
  • Knowledge of area hotels, restaurants, attractions and transportation systems

Technical/Operations

  • Ability to troubleshoot all programs and maintain equipment
  • Knowledge of telephone system, and radios
  • Maintain wheel chairs to ensure safe and proper operation

Marketing

  • Support mall marketing and tourism initiatives
  • Manage outreach to area hotels and businesses to promote City Creek Center and provide program reports to mall management office
  • Manage Customer Service Team participation in promotional activities

The Customer Service Manager must be available for a variety of shifts, including a mix of days, nights, and weekends.  This position offers a salary of $20.00/hour, as well as a benefits package including paid time off, and major medical insurance.

Customer Service Manager (Full Time) - Salt Lake City, UT- City Creek Cener
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