Spencer Gifts

Overview

We are authentic, professional providers of fun, focused on building a Great Place To Work For All by staying true to our mission: "Life's a Party, We're Makin' It Fun!" and "So Much Fun It's Scary!"

At Spencer's and Spirit Halloween, we do the right thing always-integrity, fairness, respect, and transparency are our foundation. You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all.

One Team / One Goal

We are leaders and owners of our business success. Whether it's developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness.

Responsibilities

Contact Center Floor Support role provides real-time guidance and operational coverage within the call center to ensure exceptional guest service and workflow efficiency. This position is responsible for monitoring the queue, supporting associates with escalated or complex calls, addressing guest feedback on the floor, and maintaining service levels during associate breaks and lunches.

• Monitor the call center queue to ensure timely guest support and balanced call distribution
• Walk the floor to address guest feedback and provide in-the-moment coaching
• Cover associate breaks and lunches to maintain consistent service levels
• Guide associates through complex or escalated calls in real time
• Troubleshoot and resolve Animatronic and ISE issues for guests and stores
• Support store and field teams with Animatronic and ISE setup
• Ensure all guest interactions are properly documented and resolved within service standards
• Collaborate with internal teams to report product concerns and track resolutions
• Use dashboards and tools to monitor key metrics across all support channels
• Share performance trends and insights with leadership
• Communicate updates, procedural changes, and product information clearly to the team
• Stay informed on current products and support resources

Qualifications

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
• Proficient in Microsoft Suite to include Word, Excel, and Outlook
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Ability to manage and provide support to other associates

The pay range reflects the potential rate for this role. Individual base pay is determined by various factors such as relevant experience and skills, and the scope and responsibilities of the position.

Pay Range

$19.00 per hour