• American Land & Leisure has been managing Campgrounds, Day Use Area’s and Boat Launches for over 35 years and in 7 states across the country. We are looking for a Customer Experience Assistant Manager to work in our Pleasant Grove, Utah Corporate Office.

Key Responsibilities:

1. Assume Duties of the Customer Experience Manager as Needed:

• Assume the duties and responsibilities of the Customer Experience Manager (the Manager) in their absence.

• Support the Manager’s expectations, provide regular feedback to the Manager and the department team members are properly equipped to excel in their roles.

2. Remote Team Management:

• Train, and assist in managing and supporting a remote team of staff responsible for campground reservations, customer inquiries, and questions guests may have about day-to-day operations.

• Foster a positive and efficient remote working culture, ensuring team members remain engaged and motivated.

• Monitor the performance of these staff and provide regular feedback to them on their ability to meet the department goals. 

• Assist the manager in addressing issues and provide troubleshooting support for remote team staff.

3. U.S. Forest Service Reservation Website Management and Data Management:

• Maintain Federal Government website, including availability dates, fees, reservations, and up-to-date status of 300+ campgrounds that AL&L manages across the country.  

• Ensure all campground reservation and fee details are modified as needed when service interruption occurs like closures for natural disasters or water distribution system repairs.

• Assist guests in securing refunds due to these interruptions in service. 

• Reconcile money transactional fees with reservation database.

• Assist in publishing information on the reservation portals any new facilities or services that are provided by AL&L. 

• Provide regular updates to the home office staff on the volume of business utilizing AL&L managed facilities.

4. Accounting and Reconcilliation:

• Reconcile money transactional fees with reservation database.

• Manage partial and full refunds as required.

5. Customer Communication and Support:

• When the manager is not available, serve as the primary point of contact for customer issues related to campground reservations, fees, and the Scan & Pay payment system.

• Work with the Manager to develop customer communication strategies and tools (such as customer surveys, FAQs, guides, etc.) to ensure a smooth and informed experience for all users.

• Resolve customer complaints or issues in a timely, efficient, and friendly manner to maintain customer satisfaction and loyalty.

6. Customer experience data analysis and reporting:

• Oversee the electronic customer experience survey program.

• Ensure that all AL&L locations have a survey available and that the field managers on site understand how to access the results of the surveys. 

• Collect and monitor customer feedback by district, and by system (Recreation.gov, Lewis River and Customer Surveys) to identify trends, areas for improvement, and opportunities for enhancing the customer experience.

• Work with the Manager to prepare and present regular reports to senior management regarding team performance, customer satisfaction metrics, and system effectiveness.

• Monitor and respond to on-line postings of complaints on behalf of AL&L. Collect and provide summations of comments and trending data.

7. Collaboration and Stakeholder Engagement:

• Collaborate with internal departments and external partners (such as U.S. National Forests, utility companies, and contractors) to ensure the communications about AL&L managed facilities is clear, accurate and concisely displays the services being provided. 

• • Work closely with the field managers to ensure proper promotions, availability, and on-site customer-facing communications are up to date.

 Qualifications:

• Proven experience in customer experience management, remote team management, or related fields. 
• Strong skills in website management and maintenance.
• Strong knowledge and experience with campground reservation platforms and payment systems, specifically update.rec.gov, is a plus.
• Exceptional communication skills, both written and verbal.
• Demonstrated ability to lead, manage, and train remote teams effectively. 
• Strong attention to detail, organization, and problem-solving skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment. 
• Familiarity with U.S. National Forests and utility company campground operations is desirable. 
• A customer-centric approach, with a commitment to improving processes and enhancing customer satisfaction.
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Experience:

• 2+ years of experience in customer experience management or relevant roles. 
• Previous experience working in a remote team environment is a plus.

Benefits:

• Health and Dental Insurance
• Paid Vacation Time, Sick Time, Personal Time
• Ten Paid Holidays
• Business Casual

Work Environment:

• Fast-paced office environment in the corporate office in Pleasant Grove, Utah

Only Serious Applicants Should Apply