<p>Job Description:</p> <p>Job Description</p> <p>Are you passionate about delivering exceptional guest experiences? Do you thrive in resolving complex issues and providing top-notch service? If so, we're seeking a Guest Relations Representative to join our team. As a Guest Relations Representative, you'll be responsible for managing high-level escalations originating from agencies, the office of the CEO, social media, and inbound calls while maintaining a focus on resolving concerns and recovering the guest experience. You'll conduct comprehensive research to investigate escalations, analyze root causes, and formulate well-structured written responses to guest concerns. Your role will also involve delivering superior Guest experiences to effectively address billing, technical, and operational-related inquiries.</p> <p>We are hiring for two shifts:</p> <p>Friday - Tuesday, 10am to 7pm. Friday, Saturday, and Sunday are remote, Monday and Tuesday are in office</p> <p>Wednesday - Sunday, 10am to 7pm. Wednesday and Thursday are in office, and Friday, Saturday, and Sunday are remote</p> <p>Responsibilities:</p> <ul> <li> <p>Manage high-level escalations originating from agencies, the office of the CEO, and senior leadership team.</p> </li><li> <p>Maintain focus on resolving concerns and recovering the Guest experience.</p> </li><li> <p>Conduct comprehensive research to investigate escalations and analyze root causes.</p> </li><li> <p>Formulate well-structured written responses to guest concerns.</p> </li><li> <p>Deliver superior guest experience to effectively address billing, technical, and operational-related inquiries.</p> </li><li> <p>Excellent time management skills to balance assigned cases as well as take incoming calls.</p> </li><li> <p>Excellent communication skills, both verbal and written.</p> </li></ul> <p>You will be an outstanding Guest Relations Representative if:</p> <ul> <li> <p>You love taking care of our Guests!</p> </li><li> <p>Your ultimate focus is on guest service, promptly answering all Guest calls in a friendly manner to create a great guest experience.</p> </li><li> <p>You enjoy collaborating with store management, operations, marketing, and/or IT department to resolve guest concerns.</p> </li><li> <p>You provide a commitment to delivering exceptional service, resolving complex issues, and upholding the brand.</p> </li></ul> <p>Experience Required:</p> <ul> <li> <p>Business coursework preferred or equivalent job experience.</p> </li><li> <p>Excellent communication and organizational skills.</p> </li><li> <p>Ability to exercise good judgment in decision-making and problem-solving.</p> </li><li> <p>Must be teamwork-oriented.</p> </li></ul> <p>The "Musts":</p> <ul> <li> <p>Able to multitask and prioritize.</p> </li><li> <p>Holds self-accountable for high personal and professional standards of conduct.</p> </li><li> <p>Must love our brand, champion our culture, and support our team!</p> </li></ul> <p>WHAT'S IN IT FOR ME?:</p> <p>Dave & Buster's is an imaginative and dynamic company dedicated to creating innovative entertainment experiences that bring joy, laughter, and excitement to people of all ages. Our mission is to foster a culture of fun and creativity, and we take pride in our commitment to delivering memorable and unique entertainment solutions.</p> <ul> <li> <p>Exclusive discounts on food and games at D&B & Main Event.</p> </li><li> <p>Paid Time Off (PTO) that increases with tenure.</p> </li><li> <p>10 Company Holidays (Including your Birthday) & 2 Floating Holidays per year.</p> </li><li> <p>Medical, dental, vision and voluntary benefits</p> </li><li> <p>Part Time/Full Time benefits available</p> </li><li> <p>Sub Benefits:</p> </li><li> <p>SurgeryPlus, and Telehealth benefits</p> </li><li> <p>401k with company match following 6 months of employment.</p> </li><li> <p>Buster's Legacy Fund (Support Team Members during difficult Times)</p> </li><li> <p>Employee Assistance Program (EAP) Offerings.</p> </li><li> <p>Work out facility on-site.</p> </li><li> <p>Employee Power Card | Free Video Games.</p> </li></ul> <p>We work hard, play hard and have FUN!</p> <p>Salary Range:</p> <p>32340</p> <ul> <li>43120 </li></ul> <p>We are an equal opportunity employer and participate in E-Verify in states where required.</p>