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 de-escalate conflict
- Document complaints and resolutions accurately for review by management and continuous service improvement
- Collaborate with supervisors or park management when needed to address high-level guest concerns
- Follow up with guests when required to confirm issue resolution and restore guest confidence in Island Waterpark's 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 guest's 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 fast-paced 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 (non-weather)
Constantly
Frequently
x
Occasionally
Not Applicable
Extreme Heat (non-weather)
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