Customer Experience Assistant Manager in PLEASANT GROVE, Utah at American Land & Leisure

Position Description:

Are you someone that enjoys the outdoors, talking to people on the phone, being part of a team and take pride in helping others? Then YOU may be the person we are searching for!

American Land & Leisure has been managing Campgrounds, Day Use Areas and Boat Launches for over 35 years and in 7 states across the country. We are looking for a Customer Experience Assistant Manager to work in our Pleasant Grove, Utah Corporate Office.

Key Responsibilities:

1. Assume Duties of the Customer Experience Manager as Needed

• Assume the duties and responsibilities of the Customer Experience Manager in their absence.

2. Remote Team Management:

• Train, and assist in managing and supporting a remote department team responsible for campground reservations, customer inquiries, and day-to-day operations.
• Support the managers expectations, provide regular feedback, and ensure team members are properly equipped to excel in their roles.
• Foster a positive and efficient remote working culture, ensuring team members remain engaged and motivated.
• Assist the manager in addressing issues and provide troubleshooting support for remote team staff.

3. Scan & Pay System Implementation and Management:

• Assist in the task of establishing, monitoring, and refining the Scan & Pay system for campground reservations, ensuring it is functioning optimally for customer ease and satisfaction.
• Provide staff training and updates regarding system changes, troubleshooting, and ensuring customers understand how to use the system effectively.
• Work with stakeholders to make any necessary system improvements based on customer feedback and operational needs.

4. Fee and Date Management:

• Update campground fees, reservation dates, and availability on the update.rec.gov platform for U.S. National Forests and Utility Company campgrounds.
• Ensure all campground reservation and fee details are accurate, timely, and reflect any changes in operations or pricing.
• Assist in implementing any seasonal or special event pricing and updates in accordance with established policies.

5. Customer Communication and Support:

• When the manager is not available, serve as the primary point of contact for customer issues related to campground reservations, fees, and the Scan & Pay system.
• Work with the Manager to develop customer communication strategies and tools (such as FAQs, guides, etc.) to ensure a smooth and informed experience for all users.
• Resolve customer complaints or issues in a timely, efficient, and friendly manner to maintain customer satisfaction and loyalty.

• Monitor customer feedback and system data to identify trends, areas for improvement, and opportunities for enhancing the customer experience.
• Work with the Manager to prepare and present regular reports to senior management regarding team performance, customer satisfaction metrics, and system effectiveness.

• Collaborate with internal departments and external partners (such as U.S. National Forests, utility companies, and contractors) to ensure the seamless execution of campground operations.
• Work closely with the marketing and operations teams to ensure proper promotions, availability, and customer-facing communications are up to date.

Qualifications:

• Proven experience in customer experience management, remote team management, or related fields.
• Strong knowledge and experience with campground reservation platforms and payment systems, specifically update.rec.gov, is a plus.
• Exceptional communication skills, both written and verbal.
• Demonstrated ability to lead, manage, and train remote teams effectively.
• Strong attention to detail, organization, and problem-solving skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Familiarity with U.S. National Forests and utility company campground operations is desirable.
• A customer-centric approach, with a commitment to improving processes and enhancing customer satisfaction.

Experience:

• 2+ years of experience in customer experience management or relevant roles.
• Previous experience working in a remote team environment is a plus.

Work Environment:

• Fast-paced office environment in the corporate office in Pleasant Grove, Utah

Only Serious Applicants Should Apply

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