POSITION SUMMARY

The Customer Service Assistant Manager supports the day-to-day operations of the Customer Service department and ensures a consistently positive guest experience. This role involves leadership, training, administrative support, and direct guest interaction. It requires a high level of professionalism, attention to detail, empathy, and the ability to manage a variety of tasks in a fast-paced, high-volume environment. The ideal candidate brings a hands-on, team-focused mindset and thrives on delivering exceptional guest service while supporting front-line staff and internal teams.
This is a seasonal position running from September to mid-April, with the possibility of returning next season for the right candidate.

REQUIREMENTS

• Must be 18 years of age or older.
• Minimum of 2 years’ experience in a customer service supervisor or management role.
• Prior experience in a supervisory or assistant manager position is an asset.
• Must be available to work Monday to Friday until the season begins, then transition to a Sunday to Thursday schedule. This includes working at least one evening shift during the week. Additional flexibility on weekdays and holidays is also required.
• Excellent interpersonal, leadership, and motivational skills.
• Professional and empathetic demeanor with the ability to de-escalate tense situations.
• Clear and confident oral and written communication skills.
• Strong multitasking and time-management abilities.
• Proficient with Microsoft Office and general computer systems.
• Ability to manage confidential or sensitive information responsibly.
• Strong telephone and listening skills.
• Well-organized, detail-oriented, and proactive.
• Reliable vehicle and valid driver’s license required.

• Model and promote Rabbit Hill’s core values—Accountability, Innovation, Adaptability, Passion, and Community—through daily actions, team support, and guest interactions.
• Deliver and uphold a friendly, welcoming, and professional atmosphere for all guests and staff.
• Demonstrate a “do what it takes” attitude while remaining courteous, patient, and tactful in all guest interactions.
• Respond promptly to guest inquiries in person, over the phone, and via email.
• Resolve guest concerns effectively, escalating more complex issues to the Customer Service Manager as needed.
• Process ticket and product sales through in-person and online systems.
• Accurately handle cash, floats, and debit/credit card transactions.
• Promote and sell all Rabbit Hill products, passes, and experiences with enthusiasm and product knowledge.
• Adhere to and enforce company policies and procedures.
• Assist in training, mentoring, and evaluating front-line staff in collaboration with the Customer Service Manager.
• Must be willing to cover additional shifts as needed, including on short notice. This may include evenings, weekends, and holidays to support team coverage and operational needs.
• Foster proactive, positive relationships with coworkers across all departments.
• Participate in emergency response procedures and support safety initiatives.
• Perform light cleaning and upkeep of the guest services area.
• Take on other tasks and occasionally support other departments as assigned.