Call Center, Lead Administrator

CEC Entertainment • Irving, TX

21h

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. Education & Experience: 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. Qualifications: 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. 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. #diversity #inclusion #culture Physical Demands: To perform the duties of this position, the incumbent must have the ability to sit, walk, stand, bend, twist, reach, and carry, lift, pull, push between 1 – 25 lbs. Incumbent must use a computer, with the repetitive movement of both hands. Incumbent must be able to work an 8-hour shift, with some overtime. Incumbent must also be available to travel to various locations by airplane or by operating a vehicle if needed. At Chuck E Cheese, we care about the safety and health of our guests and employees. We have rigorous health and sanitation standards, and our operational procedures are designed to meet or exceed local requirements and most importantly to protect the health of our teams and guests Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. #Diversity #Inclusion #Culture The Company: CEC Entertainment, LLC (“CEC”), headquartered in Irving, Texas, is a nationally recognized leader in family dining and entertainment, proudly operating the iconic Chuck E. Cheese, Peter Piper Pizza and Chuck’s Arcade brands. Chuck E. Cheese celebrates over half a million birthdays annually, dedicated to creating joyful, lasting memories through fun, food, and play. As the place Where a Kid Can Be a Kid®, the brand is committed to safety through programs like Kid Check® and community support, having donated more than $24 million to schools and nonprofits. In 2025, Chuck E. Cheese received the “Best in STEM” award and was named one of America’s Greatest Workplaces, highlighting its industry leadership both in innovation and employee well-being. Peter Piper Pizza offers a neighborhood pizzeria experience with quality food, engaging entertainment, and lifelong memories because fun isn't added on---“The Fun is Baked In”! Through amusement and connection, families and communities are brought together every day. Both Chuck E. Cheese and Peter Piper Pizza champion play through different attractions to support physical wellness and strengthen motor skills in kids. CEC Entertainment and its franchisees operate nearly 600 Chuck E. Cheese locations and over 120 Peter Piper Pizza venues across 45 states and 18 countries. The company proudly fosters a culture of diversity and celebrates fun and play to unite every family. Learn more at chuckecheese.com and peterpiperpizza.com. Benefits: 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. At CEC Entertainment, we believe that our workforce should reflect the diverse backgrounds, experiences, and perspectives of many guests we serve. As an Equal Opportunity Employer, we do not discriminate against applicants due to race, ancestry, color, genetics, gender identity, gender expression, sexual orientation, national origin, religion, age, physical or mental disability, pregnancy, veteran status, or on the basis of any other federal, state or local protected class. As the place where half a million happy birthdays are celebrated every year, Chuck E. Cheese's goal is to create positive, lifelong memories for families through fun, food, and play and is the place Where A Kid Can Be A Kid®. Committed to providing a fun, safe environment, Chuck E. Cheese helps protect families through industry-leading programs such as Kid Check®. As a strong advocate for its local communities, Chuck E. Cheese has donated more than $19 million to schools through its fundraising programs. Peter Piper Pizza features dining, entertainment and carryout with a neighborhood pizzeria feel and "pizza made fresh, families made happy" culture.

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.
• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED