Meet the Team

Get to the know the Team and their responsibilities

Management Responsibilities

Escalating Issues

In this session you will learn who in each city you would be able to escalate your issues to. We will also go over best practices on how to deal with difficult guests.

Managing Inboxes

Supervisor will be managing a few different inboxes. Below we will go over the inboxes that you will oversee. Go over which inbox is internal and external. Also when sending request's which outbox you should include for send it from.

Ressup

This is an email inbox that we use to communicate internally though outlook.

Zendesk

Zendesk is a ticketing system, designed to help you track, prioritize, and solve customer support interactions. It helps you nurture guests relationships with personalized, responsive support across any channel.

Shift Responsibility

We will go over your day to day task. A "to-do-list" helps maintain a steady workflow, but we also know priorities change unexpectedly. With this check list it helps not be be overloaded and make necessary adjustments through out the day.

Talkdesk

Talkdesk is a unicorn cloud-based contact center, unified communications and artificial intelligence software provider founded in Portugal in 2011. It is headquartered in San Francisco, with offices in London, Lisbon, Madrid, Salt Lake City, Coimbra, Aveiro and Porto.

Box Office

Teleopti

Teleopti is a WFM (workforce management) solutions system. Cloud offers advanced planning possibilities and operational solutions for contact centers

My.HB

This is the back end booking engine and platform that we use to pull boarding reports and find orders that did not migrate over to Compass

Confluence

Confluence is a web-based corporate wiki developed by Australian software company Atlassian. Atlassian wrote Confluence in the Java programming language and first published it in 2004. Confluence Standalone comes with a built-in Tomcat web server and hsql database, and also supports other databases.

Helm

Helm is a back-end ticketing system that we use to confirm old c-term gift cards.

Galaxy

Back end ticketing system that us used to pull up Statue orders before it was migrated into boxoffice

WOW buck process

What are Wow bucks? Our WOW bucks are given to you for exercising OSS. Upsells, high net sales, new orders, and helping each other on the floor are great ways to start! Keep an eye on the WIKI for daily contests to see how you can optimize your WOW Buck intake. WOW Bucks will go toward a giant raffle (Date TBD). Past raffles have contained cruise vouchers, Amazon Echo Dots, gift cards, Company Gear, and much much more. Most of all, WOW Bucks are in place as a reminder of how much we appreciate you! Keep the sales going and keep your eye out for ways to get your WOW Buck bank roll high. The bucks come in denominations of $1-$100, so remember to count carefully. Every $10 in WOW Bucks equals one raffle ticket.

Outlook

"How to" on some outlook items

SOD training Quiz