Call Center, Lead Administrator

CEC Entertainment•Irving, TX

1d•Onsite

About The Position

At CEC Entertainment, we build careers around great food, family, and fun! Our purpose and our passion is to create the best place for kids and families to eat and play! Job Description CEC Entertainment, the global leader in family entertainment and operator of Chuck E. Cheese and Peter Piper restaurants, is seeking a Call Center, Lead Administrator to join our team. This position is based at our Corporate Support Center in Irving, TX and will report to our Director, Sales Center Operations. Must have flexible open availability Monday-Sunday. Essential Functions: Performs all duties and responsibilities in support of field services and operations. Supports the Corporate Objectives including: “If you are not serving the Guest, serve someone who is.” Provide professional phone support to the Guest through prompt, friendly, courteous service. Provide general information to the Guest about Chuck E. Cheese. Accurately book all birthday party reservations and fundraising events for locations up to capacity. Continue to improve the quality of the call center through consistent effort and teamwork. Assist specialists (20-30), guest, field, and support center with any issues during shift. Also prepare agents weekly schedules and daily break schedules. Handle any problems that arise on the floor with professional resolutions. Follow up with any DM/AD/RVP on any unfavorable reports. Work with DM/AD/RVP on any seating, scheduling, or hours of operation changes. Training and development of agents. Aids agents regarding payroll issues. Aids guests regarding feedback on their visit to the store, fundraising events, birthday hotline, and web complications. Handles compensation to guests through refunds or sending guest passes. Coach and direct a team of agents, including providing performance feedback and completing annual evaluations. Communicates Call Center staffing needs and employee issues to the Director. Performs other duties and aids co-workers as directed by the immediate supervisor or other members of our Corporate Management Team. Assists in the fundraising department with collecting required documentation, booking events, and issuing check requests.

Requirements

Required availability Monday-Sunday 9am-7pm with shift flexibility.
High School diploma or GED required.
3+ years of customer service, including 1+ years of supervisory experience.
In lieu of above, 1+ years of Chuck E. Cheese supervisory experience.
Clear verbal communication, written communication, and reading comprehension in English.
Basic computer skills (i.e., typing- 35 wpm, data entry, Internet navigation, Microsoft Windows and email).
Basic use of standard office equipment (i.e., telephone, computer).
Strong interpersonal and customer service skills with a sales mentality.
Ability to accurately interpret information as well as demonstrate problem solving and analytical thinking skills.
Application of good judgment and decision making.
Ability to work efficiently both independently and as part of a team.
Ability to prioritize work to meet deadlines and productivity goals.
Ability to work under pressure and cope with stress effectively.

Responsibilities

Performs all duties and responsibilities in support of field services and operations.
Supports the Corporate Objectives including: “If you are not serving the Guest, serve someone who is.”
Provide professional phone support to the Guest through prompt, friendly, courteous service.
Provide general information to the Guest about Chuck E. Cheese.
Accurately book all birthday party reservations and fundraising events for locations up to capacity.
Continue to improve the quality of the call center through consistent effort and teamwork.
Assist specialists (20-30), guest, field, and support center with any issues during shift.
Prepare agents weekly schedules and daily break schedules.
Handle any problems that arise on the floor with professional resolutions.
Follow up with any DM/AD/RVP on any unfavorable reports.
Work with DM/AD/RVP on any seating, scheduling, or hours of operation changes.
Training and development of agents.
Aids agents regarding payroll issues.
Aids guests regarding feedback on their visit to the store, fundraising events, birthday hotline, and web complications.
Handles compensation to guests through refunds or sending guest passes.
Coach and direct a team of agents, including providing performance feedback and completing annual evaluations.
Communicates Call Center staffing needs and employee issues to the Director.
Performs other duties and aids co-workers as directed by the immediate supervisor or other members of our Corporate Management Team.
Assists in the fundraising department with collecting required documentation, booking events, and issuing check requests.

Benefits

Work Today, Get Paid Tomorrow” program.
Don’t wait between paychecks anymore!
Employee meal discounts
Perks & Discount programs
Employee Referral Program
CEC Cares Fund (program to assist employees during catastrophes)
Medical benefit options, 401k, and more.
CEC Entertainment offers a wide variety of benefits including medical, dental, vision, life, disability, and 401(k) retirement savings plan to eligible U.S. employees as part of their overall employment package.
We also offer job training and career growth opportunities.
Chuck E. Cheese is a "Work Today, Get Paid Tomorrow" employer.