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Job Description
Job DescriptionThe ideal candidate will adopt a GLOBE mentality. GLOBE stands for Generously Lending Our Best Efforts. This is done by holding themselves and their teammates accountable for taking our best practices “the last mile” – optimizing them for maximum value to all of our stakeholders while sharing insights on how to improve our company. The ideal candidate will also be a productive and proactive self-starter who is passionate about his/her duties and willing to put forth the extra effort in pursuit of achieve excellence.
RESPONSIBILITIES:
- Serve as the speedway’s Consumer Service functional leader
- Responsible for the success of all speedway Consumer Service teammates
- Develop and implement methods to record, assess and analyze customer feedback
- Develop and implement training and quality assurance programs for new hires and existing team members
- Develop service level standards focused on response times and issue resolution
- Establish policies, procedures and objectives that produce high quality customer service delivery and that reflect industry best practices
- Work closely and collaboratively with all departments and functional leaders along with speedway General Managers to support day to day planning/management of consumer service needs
- Direct day to day in-bound consumer service staffing levels
- Continuously gather information from the Marketing, Social, Communications and Events teams that will impact inbound volume and staff appropriately
- Ensure Chat Bots for each speedway and each event are consistently updated and optimized
- Create staffing models and set goals related to achieving consumer service levels for average speed of answer, abandon rates, occupancy rates and productivity
- Support achievement of goals for the grandstands and campgrounds for events and driving admissions and added-value revenue
Qualifications Required
Qualifications Required- Five to seven years of measurable success in consumer sales
- Willingness to work with teammates across the entire organization to deliver measurable results
- Commitment Speedway Motorsports Principles:
- Take care of teammates
- Be known for remarkable events
- Positively impact our community
- Profitably improve
- Excellent organizational skills and a strong attention to detail
- Superior verbal/written communications skills
- Strong leadership, project management and analytical skills
- Knowledge and ability to think strategically
- Entrepreneurial and optimistic spirit
- Position requires ability to work nights and weekends
- Position will require travel through Speedway Motorsports to support speedway marketing efforts