Customer Service Representative

Welcome to Lava Island Lava Island is an indoor play oasis where kids fly across trampolines, dive into foam pits, race down slides, and disappear into towering jungle gyms while families share pizza and celebrate birthdays. It is loud, bright, and full of energy, and it is the kind of place where memories happen without warning. When a family reaches out with a question, a party booking, or a concern, someone on the Customer Relations & Event Support team is on the other end. That someone could be you. About the Role As a Customer Relations & Event Support Specialist, you are often the first voice or message a family encounters when they reach out to Lava Island. You answer questions, help with party planning, resolve concerns, and keep our online presence responsive and warm. You work closely with each park's onsite team to make sure guests get what they need, and you do it all from home, on a schedule built around covering our East Coast parks from the start of their day. Why You’ll Love Working Here Work fully remote from Georgia or Connecticut with a schedule that respects your time Be part of a team that makes families feel heard and taken care of Real opportunity for advancement as we open new parks every year Structured schedule flexibility, we build the week around coverage Competitive pay, benefits, and recognition for great work What You’ll Do You are the voice of Lava Island for guests reaching out from outside the park. You handle inbound communication across every channel with warmth, clarity, and care. Answer guests and keep them moving Manage and respond to incoming text messages professionally and efficiently. Answer party-related questions for guests who have already booked their events. Coordinate callback times with potential party hosts, and schedule the follow-ups that turn interest into bookings. Assist guests with rescheduling parties and finalize details on bookings made in person. Handle concerns with care Support guests through escalations, staying calm with upset customers and communicating with park managers to resolve issues. Loop in the right people at the right park, so no issue sits waiting. Support the parks behind the scenes Coordinate with each park’s onsite team for location-specific inquiries. Pull and generate daily reports to help onsite teams stay on top of their day. Take on other tasks assigned by the Customer Relations & Event Support Team Lead as the team’s work evolves. Who We’re Looking For The Specialists who do well on this team are: Warm and guest-focused. You want the family on the other end to feel heard. A clear, confident communicator in writing and on the phone. Steady under pressure. You stay calm when a guest is not, and you handle it with grace. Dependable and adaptable. Fast-paced days do not throw you off. You look for ways to make the guest experience better, not just respond to what lands in your queue. A team player. You back up the parks, back up your teammates, and share what is working. Comfortable with technology, learning new tools quickly and using them well. Bonus Skills: Hospitality, event management, social media engagement, Spanish What You’ll Need Availability starting at 6:30 AM ET, including Friday, Saturday, and Sunday Residence in Georgia or Connecticut Reliable internet connection at your remote workspace A quiet, professional workspace at home Ability to remain calm and professional in high-pressure situations Must be 18 years or older and pass a background check Ready to be the voice families remember? Apply today.