Guest Relations Representative

Dave & Buster's · Coppell

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Job Description:

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.

MUST BE AVAILABLE FOR WEEKENDS, EVENINGS AND HOLIDAYS.

Key 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.

You will be an outstanding Guest Relations Representative if:

• You love taking care of our Guests!
• Your ultimate focus is on guest service, promptly answering all Guest calls in a friendly manner to create a great guest experience.
• You enjoy collaborating with store management, operations, marketing, and/or IT department to resolve guest concerns.
• You provide a commitment to delivering exceptional service, resolving complex issues, and upholding the brand.

Qualifications:

• Business coursework preferred or equivalent job experience.
• Ability to exercise good judgment in decision-making and problem-solving.
• Must be teamwork-oriented.
• Excellent time management skills to balance assigned cases as well as take incoming calls.
• Excellent communication skills, both verbal and written.

The “Musts”:

• 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!

WHAT’S IN IT FOR ME?:

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.

• Exclusive discounts on food and games at Dave & Buster's.
• Paid Time Off (PTO) that increases with tenure.
• 10 Company Holidays (Including your Birthday) & 2 Floating Holidays per year.
• Livongo, 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.
• We work hard, play hard and have FUN!

Salary Range:

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We are an equal opportunity employer and participate in E-Verify in states where required.

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