Customer Service Lead/Support for CSR Department

Customer Service Lead & Support for Customer Service Department

Overview

The Customer Service Lead & Support role assists the Customer Service Department with daily front desk operations, campground reservations, room reservations, guest check-in/check-out, and customer communication. This position helps ensure reservations are prepared correctly, confirmation emails are sent on time, booking payments are cleared, and guests receive professional support before, during, and after their stay.

This role also supports the campground and room booking process by communicating with the campground host, confirming reservations with customers, preparing after-hour reservation envelopes, and helping the CSR department complete daily tasks accurately and efficiently.

Key Functions & Responsibilities

     • Prepare and manage campground reservations, including getting reservations into after-hour envelopes
     • Send reservation confirmation emails and follow up on reservations as needed
     • Assist with room reservations and ensure Airbnb bookings are properly cleared
     • Make sure guests are checked in and checked out properly
     • Communicate with the campground host regarding reservations, guest needs, and daily updates
     • Communicate with Housekeeping to ensure rooms are clean and ready before guest check-in
     • Ensure room keys are activated properly and manually checked before guest check-in
     • Confirm that booking payments are cleared and properly handled
     • Call and email customers to confirm reservations and booking details
     • Provide front desk support to help ensure all daily Customer Service Department tasks are completed
     • Assist customers professionally by phone, email, and in person
     • Report reservation issues, guest concerns, or department-related problems to management as needed
     • Complete additional projects and duties as assigned by management

Employment Standards & Skills

     • Strong customer service skills
     • Clear verbal and written communication skills
     • Strong attention to detail
     • Excellent organization and time management skills
     • Comfortable assisting customers by phone, email, and in person
     • Able to multitask in a fast-paced customer-facing environment
     • Dependable, professional, and accountable
     • Comfortable using computers, email, and reservation-related systems
     • Ability to work independently and collaboratively as part of a team
     • Positive attitude and willingness to support daily department operations

Preferred Experience

     • Previous experience in customer service, front desk, reservations, hospitality, or administrative support
     • Experience handling customer calls, emails, confirmations, or scheduling
     • Experience with room bookings, campground reservations, Airbnb, or guest check-in/check-out is a plus
     • Prior experience in a fast-paced, customer-facing environment

Schedule
Monday through Friday, 8:30 AM – 5:00 PM

Pay Range
$18.00 – $19.00 per hour, depending on experience

Note: This is an on-site customer service and reservation support position. This role supports campground reservations, room bookings, front desk operations, and daily CSR department tasks