Customer Service Lead

Job Description

Customer Service LeadLake Pleasant RV Park Bothell, WA

Full-Time

$27.00 - $32.00 per hour DOE

Weekend and Holiday Rotation Required

View Full Job Requirements:

Join a Team That Delivers Outstanding Guest Experiences

Lake Pleasant RV Park is a highly rated RV destination in Bothell, Washington, known for exceptional hospitality, a welcoming atmosphere, and well-maintained facilities. We are seeking a dependable and service-oriented Customer Service Lead to help oversee front-office operations and deliver exceptional guest experiences.

This role is ideal for an organized, proactive professional who enjoys helping guests, supporting team members, and maintaining smooth day-to-day operations in a hospitality-focused environment.

Position Summary

Reporting to the Operations Manager, the Customer Service Lead serves as a key front-office leader and primary escalation point for guest concerns. The position supports daily service operations, coordinates front-desk activities, maintains guest records, and facilitates communication between departments while helping ensure a positive experience for every guest.

Key Responsibilities

Guest Experience Leadership

Deliver friendly, responsive, and professional service to guests.

Assist with reservations, arrivals, departures, account inquiries, and special requests.

Promote a guest-first culture and uphold service standards.Front Office Coordination

Support daily front-desk workflow and coverage.

Coordinate communication between shifts and departments.

Reinforce operational procedures and service expectations.Reservations & Guest Accounts

Maintain reservation data, guest profiles, billing information, and payment records in Rent Manager.

Process account updates and ensure data accuracy.

Support reporting and record-keeping activities.Guest Concern Resolution

Address guest concerns with professionalism and empathy.

Identify solutions while maintaining positive guest relationships.

Document interactions and escalate complex issues when needed.Team Support & Training

Assist with onboarding and training new team members.

Provide guidance on procedures, systems, and daily operations.

Support a collaborative and productive front-office environment.Park Operations Support

Perform periodic site walks and monitor guest amenity areas.

Communicate maintenance and operational concerns to appropriate team members.Administration & Communication

Maintain organized digital records and correspondence.

Support office supply tracking and administrative responsibilities.

Utilize Microsoft Teams and related technology for internal communication.Vendor Coordination

Communicate with service providers regarding routine operational matters.

Help coordinate updates that may impact guests or staff. Preferred Experience

Lake Pleasant RV Park is currently completing a transition from Firefly to Rent Manager. Candidates with experience supporting software implementations, system training, testing, process documentation, or data accuracy initiatives are strongly encouraged to apply.

Required Qualifications

3+ years of customer service, hospitality, front desk, office administration, or guest-facing experience.

Experience guiding coworkers, coordinating priorities, or serving as an escalation resource.

Strong proficiency with Microsoft Office, Adobe Acrobat, and Microsoft Teams.

Experience with reservation systems, property management software, CRM platforms, or databases.

Excellent communication, organizational, and problem-solving skills.

Ability to multitask in a fast-paced environment.

Ability to walk outdoors regularly and perform occasional light lifting. Preferred Qualifications

Experience with Rent Manager and/or Firefly PMS.

Training, onboarding, or mentoring experience.

Knowledge of software transitions, testing, data cleanup, or process documentation.

Experience in RV parks, campgrounds, hospitality, hotels, storage facilities, or property management.

Familiarity with payments, reconciliations, accounts receivable, or accounts payable.

Strong guest conflict resolution skills and professional judgment.Compensation & Benefits

Pay: $27.00 - $32.00 per hour, depending on experience

Eligible full-time employees may receive:

Medical, dental, and vision insurance

Paid time off (PTO) and paid sick leave

Paid holidays

401(k) with company match (if applicable)

Professional development and training opportunities

Opportunities for advancement

Supportive, team-focused work environmentBenefits are subject to eligibility requirements and company policies.

Why Join Lake Pleasant RV Park?

At Lake Pleasant RV Park, you'll be part of a collaborative team dedicated to creating outstanding guest experiences in a welcoming outdoor setting. We value professionalism, teamwork, accountability, and a genuine commitment to hospitality. If you're passionate about helping people and making a positive impact every day, we'd love to hear from you.

Submit your resume and a brief cover letter highlighting your customer service leadership, hospitality, and software experience.

Email:

Lake Pleasant RV Park is an Equal Opportunity Employer and is committed to fostering an inclusive workplace.

Full-time