Temporary Contact Center Floor Support, Animatronics
Spencer's, Egg Harbor Township, NJ, United States
Contact Center Floor Support
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.
Responsibilities
Contact Center Floor Support role provides real-time guidance and operational coverage within the call center to ensure exceptional guest service and workflow efficiency. This position is responsible for monitoring the queue, supporting associates with escalated or complex calls, addressing guest feedback on the floor, and maintaining service levels during associate breaks and lunches.
Monitor the call center queue to ensure timely guest support and balanced call distribution
Walk the floor to address guest feedback and provide in-the-moment coaching
Cover associate breaks and lunches to maintain consistent service levels
Guide associates through complex or escalated calls in real time
Troubleshoot and resolve Animatronic and ISE issues for guests and stores
Support store and field teams with Animatronic and ISE setup
Ensure all guest interactions are properly documented and resolved within service standards
Collaborate with internal teams to report product concerns and track resolutions
Use dashboards and tools to monitor key metrics across all support channels
Share performance trends and insights with leadership
Communicate updates, procedural changes, and product information clearly to the team
Stay informed on current products and support resources
Qualifications
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
Proficient in Microsoft Suite to include Word, Excel, and Outlook
Excellent written and verbal communication skills
Strong organizational and time management skills
Ability to manage and provide support to other associates
The pay range reflects the potential rate for this role. Individual base pay is determined by various factors such as relevant experience and skills, and the scope and responsibilities of the position.
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.
Responsibilities
Contact Center Floor Support role provides real-time guidance and operational coverage within the call center to ensure exceptional guest service and workflow efficiency. This position is responsible for monitoring the queue, supporting associates with escalated or complex calls, addressing guest feedback on the floor, and maintaining service levels during associate breaks and lunches.
Monitor the call center queue to ensure timely guest support and balanced call distribution
Walk the floor to address guest feedback and provide in-the-moment coaching
Cover associate breaks and lunches to maintain consistent service levels
Guide associates through complex or escalated calls in real time
Troubleshoot and resolve Animatronic and ISE issues for guests and stores
Support store and field teams with Animatronic and ISE setup
Ensure all guest interactions are properly documented and resolved within service standards
Collaborate with internal teams to report product concerns and track resolutions
Use dashboards and tools to monitor key metrics across all support channels
Share performance trends and insights with leadership
Communicate updates, procedural changes, and product information clearly to the team
Stay informed on current products and support resources
Qualifications
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
Proficient in Microsoft Suite to include Word, Excel, and Outlook
Excellent written and verbal communication skills
Strong organizational and time management skills
Ability to manage and provide support to other associates
The pay range reflects the potential rate for this role. Individual base pay is determined by various factors such as relevant experience and skills, and the scope and responsibilities of the position.