Customer Service Supervisor

ABOUT OUTLETS AT CASTLE ROCK

We are the largest open-air outlet center in the state of Colorado. Located in Castle Rock, we are conveniently placed between the Denver metro area and the Colorado Springs region.

Voted Colorado's Best Outlet Shopping several times since 2015, we are committed to providing an enjoyable shopping and dining experience to all who come by!

We are in the "happiness business" and believe in a positive "What can I do? How can I help?" attitude. We value our employees for their hard work and dedication.

That is why we work hard to create a fun working environment and a family-oriented culture for our amazing team!

SUMMARY

To provide Customer Service support to the Center for all visiting customers and tenants. Maintain a high level of communication between customers, tenants and with all management and employees of the Center.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Direct and supervise staff to ensure that the Customer Service Center is stocked, organized, clean and that all customers and tenants are properly assisted with all requests and questions, or directed to the appropriate staff member for assistance.

This includes, but is not limited to : general information, about store locations, directions, business hours, transportation and special events.

• Ensures Customer Service Center is open promptly each day.
• Answer all inbound calls on a daily basis.
• Distribute voicemail messages from the main number and distribute written phone messages.
• Review and respond to all customer service e-mails.
• Maintain log for tracking requests from tenants.
• Coordinate distribution of memos, newsletters, and other correspondence to tenants.
• Ensure brochures / directories / promotional material is stocked at counter.
• Maintain stroller / wheelchair rentals and log book.
• Maintain the log and inventory of all lost and found items.
• Responsible for vendor access, tenants after-hours log and security notification.
• Responsible for the gift certificate program.
• Route or respond to customer complaint forms.
• Assist all departments with support as needed.
• Perform special projects or other duties as assigned.
• Maintain schedules and staffing
• Welcoming tour groups and preparing welcome bags
• VIP Coupon Books
• Implementation of marketing promotions and giveaways
• Assist Marketing with putting bags together for giveaways
• Sell and ensure proper documentation of center gift card program
• Update tenant contact information in Outlook & Excel as changes are need

EDUCATION and EXPERIENCE

• High school diploma or general equivalency diploma (G.E.D.)
• 0-2 years of experience in the field of in a related area preferred

The Outlets at Castle Rock is an Equal Employment Opportunity employer committed to fostering, cultivating and preserving a culture of diversity and inclusion.

We embrace and encourage our employees' differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status and other characteristics that make our employees unique.

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