Guest Relations Representative
About The Position
As a Guest Relations Representative, you will be responsible for managing high-level escalations originating from various sources such as agencies, the office of the CEO, social media, and inbound calls. A key focus of this role is to resolve concerns and recover the guest experience. You will conduct comprehensive research to investigate escalations, analyze root causes, and formulate well-structured written responses to guest concerns. Additionally, you will deliver superior guest experiences by effectively addressing billing, technical, and operational-related inquiries. The position offers two shifts: Friday - Tuesday, 10am to 7pm (Friday, Saturday, Sunday remote; Monday, Tuesday in office) and Wednesday - Sunday, 10am to 7pm (Wednesday, Thursday in office; Friday, Saturday, Sunday remote).
Requirements
- Business coursework preferred or equivalent job experience
- Excellent communication skills, both verbal and written
- Excellent organizational skills
- Ability to exercise good judgment in decision-making and problem-solving
- Must be teamwork-oriented
- Able to multitask and prioritize
- Holds self-accountable for high personal and professional standards of conduct
- Must love our brand, champion our culture, and support our team!
- Excellent time management skills to balance assigned cases as well as take incoming calls
Nice To Haves
- Business coursework
Responsibilities
- Manage high-level escalations originating from agencies, the office of the CEO, and senior leadership team
- Maintain focus on resolving concerns and recovering the Guest experience
- Conduct comprehensive research to investigate escalations and analyze root causes
- Formulate well-structured written responses to guest concerns
- Deliver superior guest experience to effectively address billing, technical, and operational-related inquiries
- Promptly answer all Guest calls in a friendly manner to create a great guest experience
- Collaborate with store management, operations, marketing, and/or IT department to resolve guest concerns
- Provide a commitment to delivering exceptional service, resolving complex issues, and upholding the brand
Benefits
- Exclusive discounts on food and games at D&B & Main Event
- Paid Time Off (PTO) that increases with tenure
- 10 Company Holidays (Including your Birthday) & 2 Floating Holidays per year
- Medical, dental, vision and voluntary benefits
- Sub Benefits: SurgeryPlus, and Telehealth benefits
- 401k with company match following 6 months of employment
- Buster’s Legacy Fund (Support Team Members during difficult Times)
- Employee Assistance Program (EAP) Offerings
- Work out facility on-site
- Employee Power Card | Free Video Games
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
