Senior Customer Service & Registration Manager
Company Mission
Muskoka Woods is a Christian youth development organization that welcomes everyone to an experience for a lifetime. We are located on the shores of beautiful Lake Rosseau and specialize in summer camp, school trips, group retreats and leadership development for all ages. We exist to inspire youth to shape their world.
Job Purpose
The Senior Customer Service & Registration Manager is responsible for designing and executing a comprehensive customer service strategy to ensure exceptional guest experiences and drive sales for summer camp, schools, and retreats programs. This role leads the Guest Relations Manager and Registrar of Resort Programs, overseeing their advocacy for customer interests and alignment with Muskoka Woods’ best solutions. The Senior Manager is accountable for hiring, training, and scheduling coordinators, resolving escalated customer concerns, and ensuring seamless execution of service recoveries and special projects. They develop and implement sales strategies, train the team to achieve daily, weekly, and quarterly objectives, and work closely with the Director of Customer Engagement on revenue forecasting. Additionally, the role involves managing system upgrades, including booking platforms, Helpdesk software, and Chat/SMS tools, while documenting and optimizing processes to enhance the customer experience and improve organizational outcomes. This position is vital in preparing customers, guests, and teams for transformative summer and retreat experiences through unmatched service, clear communication, and a commitment to excellence.
Key Areas Job Functions
Customer Service Excellence
- Develop and implement a comprehensive customer service strategy to deliver unmatched guest experiences.
- Oversee the execution of service recoveries to address and resolve escalated customer issues promptly and effectively.
- Continuously assess and optimize customer service workflows to ensure alignment with organizational objectives and customer expectations.
- Document, refine, and communicate standard operating procedures to the team for consistent and effective service delivery.
Sales Strategy & Execution
- Develop and oversee sales strategies that contribute to targets for summer camp, schools, and retreat experiences.
- Partner with frontline managers to equip their teams with sales tools, messaging, and goals.
- Track and analyze sales performance, identifying trends and opportunities for growth.
- Collaborate with the Director of Customer Engagement on revenue forecasting.
- Lead promotional campaigns and events that drive enrollment and engagement.
- Research and recommend emerging tools such as SMS, Chat, or webinar solutions to enhance lead conversion.
Systems and Operational Excellence
- Assist with the development, management, implementation and adoption of new systems (e.g., booking platforms, Helpdesk software, Chat/SMS tools) to improve customer interactions and operational efficiency.
- Lead special projects that enhance customer service and sales operations, such as process redesigns or system integrations.
- Ensure seamless coordination between sales and customer service functions to provide a cohesive experience for guests.
- Maintain compliance with organizational policies and industry best practices.
- Identify and implement innovative solutions to enhance both the online and offline customer experience.
- Develop and document new processes that meet both internal efficiency requirements and external customer needs.
- Stay informed about industry trends and advancements, incorporating relevant innovations into operations.
Leadership & Team Development
- Lead, mentor, and support the Guest Relations Manager and Registrar of Resort Programs to ensure alignment with the organization’s mission and values.
- Hire, onboard and train
- Provide ongoing coaching and development opportunities to team members, fostering a culture of excellence and growth.
Other
- Full participation in the Customer Engagement team – including weekly meetings, planning sessions, annual meetings, etc.
- Collaborate with all departments for seamless end-to-end customer service delivery
- Participate in corporate meetings such as Town Hall and the Annual Retreat
- Personal and Professional development
Skills and Attributes Required
- Passion for youth/young adult ministry, the camping industry and leadership development
- Knowledge and experience in Customer Service
- Experience with customer interfaces/platforms, CRM software
- Experience in new systems implementation and SOP development and writing
- Strategic Thinking and planning skills
- Detail oriented with administrative skills
- Excellent interpersonal and communication skills
- Ability to manage multiple high-priority tasks at once
- High-capacity leadership skills & collaboration
- Strong work ethic with ability to take initiative as well as work well on a team
- Personal values that match Muskoka Woods’ Core Values and Core Leaves
Experience Required
- College/University degree
- 5 years of customer service experience or the equivalent
- 2 – 3 years of proven leadership experience
Essential Functions Required
- Ability to communicate, both written and verbal with guests and staff
- Able to physically navigate the resort property for 8 to 10 hours a day in the summer months
- Ability to work long hours during implementation seasons or customer crisis
- Ability to work weekends (not frequently) for events and interacting with parents and weekend customers
Salary Range
$45,000 – $55,000/year plus sales bonus
Please note: This position is located as work from home but should be able to be at the resort in Rosseau, ON 4 to 6 days/month for customer monitoring and in-person meetings, and in the Markham office 2 times per month.
*Please note: Muskoka Woods is committed to fostering an inclusive workplace where all employees are treated with respect and dignity, and are provided with equal opportunity for success. MW encourages all qualified candidates to apply. If you require accommodation to participate in the hiring process, please inform us by calling 705-732-4373 or by email at iwanttowork@muskokawoods.com. All inquiries will be handled with strict confidence.