Waterpark Call Center Associate

Summary of Position

Responsible for handling phone calls related to the waterpark assisting guests with inquiries booking reservations and providing information about park operations activities and admission. They also address customer concerns and complaints in a professional and efficient manner.

Organizational Relationships

Reports to:

Waterpark Managers Waterpark Assistant Director Waterpark Director

Supervises:

NA

Qualifications and Skills

• Must be 18 years of age or older

Strong attention to detail

Proactive and able to initiate tasks and work independently without constant supervision

Strong customer service and oral communication skills

Work flexible schedule including nights weekends and/or holidays as needed

Education and Experience

• High school diploma/GED or related experience
• Experience with customer service
• Experience with safe handling and utilization of chemicals according to instructions

Duties and Responsibilities

Customer Inquiries

• Respond promptly to incoming phone calls from guests regarding Island Waterpark operations
• Provide accurate and friendly information on park hours ticket prices group bookings season passes and special events
• Assist guests with online purchases reservation changes and account inquiries
• Navigate booking and ticketing systems to verify guest details issue confirmations and process modifications
• Explain Park amenities ride requirements safety guidelines and guest services in a clear and helpful manner
• Escalate complex or unfamiliar questions to the appropriate park staff or departments while maintaining a smooth guest experience

Complaint Resolution

• Handle guest complaints professionally including concerns about wait times cleanliness staff behavior or ticketing errors
• Listen actively and empathetically to guest issues to ensure they feel heard and valued
• Investigate incidents using available records and ask clarifying questions to fully understand the situation
• Offer timely and practical solutions such as refunds rescheduling or complimentary tickets when appropriate and within policy
• Maintain a calm and courteous demeanor when dealing with upset or dissatisfied guests working to deescalate conflict
• Document complaints and resolutions accurately for review by management and continuous service improvement
• Collaborate with supervisors or park management when needed to address highlevel guest concerns
• Follow up with guests when required to confirm issue resolution and restore guest confidence in Island Waterparks service

Performs other duties as assigned by Waterpark management.

Showboat Core Values

Demonstrates Showboats core values in the performance of position responsibilities:

1 Friendly Focused we are committed to creating a fun environment that embraces families and children of all ages.

2 Kindness Focused we demonstrate kindness in everything we do seeking to uplift and support all of those around us.

3 Team Spirit we foster a respectful workplace where team members work together to exceed our guests expectations.

4 Hearts the Serve we are driven by a passion to bring joy and happiness to the guests that we serve.

5 Take Ownership we take full responsibility for our actions and the resulting outcomes embracing personal accountability.

Essential Functions

• The ability to attend work predictably and regularly and to be punctual.
• The ability to work varying schedules including evenings weekends holidays and extended hours as business operations dictates
• The ability to read and understand documents drawings and instructions (whether presented in written oral diagram or schedule form).
• The ability to work cooperatively with others.
• The ability to deal politely and professionally with customers and coworkers.
• The ability to perform several tasks at once.
• The ability to follow directions or instruction.
• The ability to maintain Lifeguard certification must be current.
• The ability to use a computer to communicate create and access information.
• The ability to stand and walk for long periods of time.
• The ability to work in a fastpaced environment.
• The ability to lift and move 25 pounds.
• The ability to sit/stand/bend/stretch etc.
• The ability to use hands to finger handle or feel and reach with the hands and arms

Physical Demands

Constantly occupation requires this activity more than 66 of the time 5.5 hours/day)

Frequently occupation requires this activity from 33 to 66 of the time 2.5 5.5 hours/day)

Occasionally occupation requires this activity up to 33 of the time 0 2.5 hrs./day)

Not Applicable activity is not applicable to this occupation.

Physical Demands

Stand

Constantly

x

Frequently

Occasionally

Not Applicable

Walk

Constantly

x

Frequently

Occasionally

Not Applicable

Sit

Constantly

Frequently

x

Occasionally

Not Applicable

Handling/Fingering

x

Constantly

Frequently

Occasionally

Not Applicable

Reach Outward

x

Constantly

Frequently

Occasionally

Not Applicable

Reach Above Shoulder

x

Constantly

Frequently

Occasionally

Not Applicable

Climb

Constantly

Frequently

x

Occasionally

Not Applicable

Crawl

Constantly

Frequently

x

Occasionally

Not Applicable

Squat or Kneel

Constantly

x

Frequently

Occasionally

Not Applicable

Bend

Constantly

x

Frequently

Occasionally

Not Applicable

Lift/Carry

10 lbs. or less

Constantly

x

Frequently

Occasionally

Not Applicable

11 to 20 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

21 to 50 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

51 to 100 lbs.

Constantly

Frequently

Occasionally

x

Not Applicable

Over 100 lbs.

Constantly

Frequently

Occasionally

x

Not Applicable

Push/Pull

12 lbs. or less

Constantly

x

Frequently

Occasionally

Not Applicable

13 to 25 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

26 to 40 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

41 to 100 lbs.

Constantly

Frequently

Occasionally

x

Not Applicable

Environmental Factors

Extreme Cold (nonweather)

Constantly

Frequently

x

Occasionally

Not Applicable

Extreme Heat (nonweather)

Constantly

x

Frequently

Occasionally

Not Applicable

Wet and Humid

x

Constantly

Frequently

Occasionally

Not Applicable

Loud Noise Level

Constantly

x

Frequently

Occasionally

Not Applicable

Other

Ability to Read

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Speak English

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Understand Verbal Directions

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Report to Work Regularly

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Report to Work on Time

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Work Safely

x

Constantly

Frequently

Occasionally

Not Applicable

Required Experience:

IC