SERVICE TEAM LEAD

At Monster Reservations Group, we pride ourselves on providing the best experience possible for our guests, partners, and most importantly, our Team Members. With over 20 years in business, we are thrilled to offer competitive pay and a work environment that fosters continued growth and success.

As a Team TO/Lead in Service you will have a chance to make an immediate impact in helping our guests get on vacation!

SALARY

SCHEDULE

RESPONSIBILITIES

To assist with training and meetings prior to the start of the shift.
Through your energy and enthusiasm for helping our guests travel, you bring a positive attitude to the job and your teammates.
Participating in the interview/hiring process.
1 on 1 meetings to check in with team members to build rapport and buy in.
During the shift hours, your primary focus is live call coaching (LCC), whereby you help team members who are on the phone with our guests to set their travel dates.

This includes proactively and NOT reactively feeding lines.
In the event lines are not being followed or rebuttals are not landing you are responsible for taking over the call.
You will document the information into the CRM system.
You will conduct Post Call training with the team members.
Minimum expectation is that you LCC 12 calls per shift, TO a minimum of 7 of these calls, and activate at least 4 of the calls in which you TO.

JOB REQUIREMENTS

Timeliness is crucial, as is your reliability in being at work.
Checking emails before and after shift to stay engaged and up to date with company information.
Pulling calls before and after shift in order to assist a team member 1 on 1 or group training.
Possess a positive attitude at all times.
Possess the sales + teaching skills to help TM's increase their ACTIVATIONS PER TEAM MEMBER, WGS/MCC percentages, and positive reviews.
Be able to stand for multiple hours at a time.
Be comfortable in front of others talking, explaining, teaching, and coaching.
Be able to set a good example for other Team Members.

APPLICATION PERIOD

The interview process will consist of several phases but will only start after checking in with your direct supervisor. We will not interview any candidate who has not checked in with their immediate supervisor first. This interview process will be a little longer than normal, so please anticipate that the decision-making process could take several weeks or longer depending on the size of the applicant pool. During this time, there will be an in person meeting, an email requesting information to be sent in before a deadline, and you will have scheduled time for a 2-DAY PERFORMANCED BASED INTERVIEW where you will perform the tasks the job requires to better understand the role prior to any next steps. During this performance based interview, you will be graded on several different criteria with the most important being your ability to create a direct IMPACT/INCREASE/LIFT against an existing baseline of performance on that shift. We appreciate your patience during this time.

FILL OUT TO APPLY

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TEAM MEMBER REVIEWS

Pattea

"My experience at Monster has been transformative! I can't believe that it has been over 3 years since I walked into Unit D. Monster has pushed me out of my comfort zone on more than one occasion and I'm better for it. Everyday is a new challenge and never a dull moment. I'm always interested to see what's next!"

Scott

"Monster is an amazing place to work. I started on the phones as a Guest Services team member and loved the support, camaraderie and the way leadership worked to enhance my skills and experience. Now as a leader one of the most rewarding parts of my job is helping team members achieve the same experiences I had. Make no mistake we do work hard, but when you are working in the right atmosphere time flies by. Hoping you are Monster enough to join our team."

Sam

"Well, almost 10 years in Sept & Man, has it flown by! My journey with Monster has definitely been a lot of self-growth, pushing myself to do things out of my comfort zone, willingness to take feedback and implement it, and striving to be better and learn every single day. It has been adapting to change and culture and leading individuals to success daily. My love for Monster and the team I work with is unreal. We have a certain type of relationship and connection throughout our teams, making our company different from anywhere else."

Julia

"My time at Monster has been life changing. When I started, I was a little lost in life - I found purpose and a life direction doing something I love with humans I truly enjoy! Because we are always evolving, there is always something new and exciting to learn and I, in turn, get to continue my own personal growth. Forever grateful I stumbled in the doors and stayed!"

Anna

"My journey at Monster has been one to remember for the long run! I have been blessed to work with team members & leaders who want to see you succeed more than they want to breathe & that is dedication at its highest level. Monster has taught me how to handle life's crazy challenges, communicate effectively, push myself to be the best that I can be & I can say Monster will only grow more individuals to this level as well! I'll be coming up on 4 years working for Monster Reservations Group & I can't wait to see where the next 4 years takes us!"

Blake

"My time at Monster has been life-changing! I found my niche. I love how Monster identifies your skills and puts you in a position to succeed. If you know me, you know I genuinely love my team members and am excited to come in every day and get guests on vacations! I cannot believe I have been with Monster for over 5 years! Time flies when you're having fun! This company not only talks the talk, but we walk the walk!"

Rachel

"From the very moment I walked in the door here at Monster I knew I found a home, I knew that this was the environment for me to grow as a person, as a leader, and as a team member. I found a career here at Monster Reservations Group. I have been able to accomplish so many of my goals and dreams here in such a short amount of time. I have spent a wonderful and magical 3 years here at Monster and look forward to many many more years here with my team. Thank you Monster for every blessing and milestone you all have enjoyed with me in this time together. If you're looking for a safe and fun environment to grow and make your dreams come true, Monster reservations Group is the place to go!"

Kenneth

"Working at Monster Reservations Group has been a wonderful experience. Not only does the company allow your personality to shine unapologetically but they also encourage you to showcase your skill sets and allow you to grow with those in mind! I found my home here a year ago, and since then I haven't looked back. I look forward to walking in those doors every day meeting with the team and showing what we can do. Never before have I found a career, and the change from day to day here at Monster is exactly what makes me love it so much."