Dispatch Supervisor - Santa Cruz Seaside : Job Details

DescriptionJob SummaryUnder direction, oversees both Communications and Security Dispatch. While providing the highest level of of Guest Service, answers and directs incoming calls in a professional way through a high-volume, multiline phone system for the Santa Cruz Seaside Company and Concessionaires. Monitors and Dispatches on multiple radio frequencies including: Security, Operations, and support departments. Must maintain confidentiality concerning all guests and employee interactions, conversations, and incidents. Most guest and employee interactions will be over the phone and radio. Keeps accurate records in computer aided dispatch, operates surveillance camera systems and monitors several alarm systems. Communicates with the Santa Cruz County Regional 9-1-1 Center. Responsible for scheduling and covering breaks. Provides general information to guests and employees. Performs various clerical and guest service duties. Assists and provides support to the Boardwalk Manager on Duty. Must train, coach, motivate, and evaluate staff.Unique Job Requirements This is a unique opportunity to join the Boardwalk's Security Dispatch Team, as a Leader of the department. Must provide exceptional guest service by acknowledging and greeting all guests. Exemplifies outstanding service to our guests by owning the four simple things: Be There, Make their Day, Choose your Attitude and Have Fun. Enforces company grooming and hygiene policies. Must wear Supervisor uniform. Works in a fast-paced environment while handling a variety of guest and employee services, and clerical duties. Must be able to hear phone and radio conversations. Must be able to communicate clearly and concisely both verbally and in writing. Must have the ability to remain calm during emergency and high stress situations and assume the responsibilities of Dispatch Staff. Receives radio traffic and phone calls regarding emergency situations. Offers support to Communications Staff as needed. Must be able to work under minimal to no supervision. Must be available to be on call and work overnights, evenings, weekends, and holidays. Works closely with the Security Department Must be honest, trustworthy and be able to maintain confidentiality. Schedule and daily responsibilities may vary depending on season. Job Tasks•Greets every Guest, answers Guest questions, and provides consistent, friendly and helpful guest service.•Oversees and supervises Communications, and assumes their duties when needed.•Performs departmental orientations and station trainings.•Motivates staff to provide consistent, friendly, and helpful service to all employees and guests.•Provides feedback on employee performance.•Handles a high-volume of difficult Guest complaints and answers difficult Guest questions.•Schedules and gives breaks.•Assists and provides support to the Boardwalk Manager on Duty.•Performs a variety of clerical and guest service duties.•Answers and directs incoming calls through a high-volume, multiline phone system for the Santa Cruz Seaside Company and concessionaires.•Monitors multiple radio frequencies and ensures the Boardwalk Manger on Duty is aware of emergency situations and/or priority incidents.•Oversees and ensures proper handling of emergency calls.•Completes other tasks as assigned.•Maintain professional and cooperative relationships with coworkers both inside and outside the Guest Services department.•Use CCTV system to actively monitor park locations and Guests and to ensure the safety of Boardwalk guests and employees.•Operate a multiline phone system by answering and directing calls.•Operate multiple radio frequencies to communicate with Security, Operations and support departments and to dispatch support department personnel as needed.•Receive and respond appropriately to in-house maintenance, security and employee calls.•Update and create training documents, checklists, opening/closing procedures.•Send confidential e-mails and SMS messages.•Work independently and as part of a team answering multiple radios and phones lines.•Keep digital sign up to date with current and accurate information.•Monitor and report alarms.•Notify Park Supervisors of rainy-day operation.•At the direction of Supervisor or Park Manager on Duty, responsible for activating emergency procedures, such as park evacuations and Emergency Operations Center.•Read, understand and communicate discount coupons, promotions and otherimportant announcements.•Record and log requests for Maintenance and Security.•Review and send out the Media Log.•Will assist with interviews and hiring.•Perform other duties as assigned.Evening Dispatch Staff •All duties of Dispatch Staff, shown above.•Produce the Events Summary and Daily Supervisor list.•Keep updated lists of Managers and Supervisors on Duty and Security personnel.•Enter Field Interview cards and Trespass Notifications (TPN).•Review the Media Log.•Review footage as requested.•Monitor and turn alarms on and off.•Perform all tasks under minimal to no supervision.•Must communicate issues requiring immediate attention to Manager or Dispatch staff as appropriate.Relationships (Internal)All Santa Cruz Seaside Company and Concessionaires employees with a strong emphasis on Security Personnel.Relationships (External)Heavy guest interaction - via telephoneQualifications: Training and ExperienceMust excel at providing outstanding Guest Service. At least one year customer service experience. Some supervisory experience and experience operating a multiline phone system, computer aided dispatch system and surveillance camera system is necessary. One season of experience in the Communications Office. Prior experience at, or knowledge of, the Boardwalk is also helpful.Knowledge, Skills and Abilities•Ability to provide consistent, friendly and helpful service to all Guests and Employees•Ability to communicate clearly, concisely and accurately in a friendly, positive and professional manner•Knowledge of general office skills•Ability to use a computer, video monitor system, multiline phone, and radio•Ability to motivate staff to efficiently complete projects and daily tasks •Ability to supervise, train and evaluate staff•Ability to handle the more difficult guest interactions and solve guest concerns and problems•Ability to view video monitor for up to 8 hours at a time•Ability to run a multiline phone system with a high volume of calls•Ability to remain calm and appropriately handle difficult customer service situations and refer them to a manager or MOD as needed•Ability to quickly learn company policies and procedures•Ability to prioritize and multi-task•Ability to keep complete and accurate records•Ability to recall and memorize names, faces, dates and numbers •Ability to read, understand and apply written and oral instructions and procedures•Ability to learn and memorize radio code numbers and extensions•Ability to type at least 30 words per minute on a computer keyboard•Ability to operate safely and follow safety procedures•Ability to sit for up to eight hours•Ability to respond appropriately in emergency situations and follow directionsPhysical Requirements•Able to work in confined space and sit or stand for up to seven and one half hours a day•Able to lift up to 35 pounds•Able to hear conversation on the telephone, radio and in person with a variety of background noises and distractions•Able to see, read and interpret documents•Must have bi-manual dexterityLicenses / Insurancen/aTesting Upon Offer or HireCriminal Background CheckSigned privacy and confidentiality notice