Guest Experience Ambassador - Call Center (Hybrid)

Guest Experience Ambassador

Level99 is a sprawling playground designed for adults with over 50 life-sized mini-games where players dodge axes, crack puzzles, and outsmart real-world challenges. Each game lasts about 14 minutes and is built for 26 people to play together. One ticket to Level99 unlocks access to all of our games including challenge rooms, player-vs-player duels, and an art scavenger hunt. We save your progress each time you play so you can earn rewards and climb our coveted leaderboard.

Alongside the games, Level99 offers a full-service bar and award-winning restaurant featuring scratch-cooking, local craft beers, handmade cocktails, and a variety of event spaces. Level99 has locations in Natick, MA, Providence, RI, Tysons, VA, and is opening in West Hartford, CT, Disney Springs, FL, King of Prussia, PA, and Paramus, NJ. Level99 is backed by Act III Holdings, led by Panera founder Ron Shaich, and we have a talented team that has worked on successful entertainment projects ranging from 5 Wits to Walt Disney Imagineering.

Overview

The Guest Experience Ambassador position is an integral part of the Level99 team working closely with the Guest Experience Manager. This position works alongside all departments including events, restaurant, entertainment & tech/engineering to uphold and maintain our high standards of customer service and hospitality standards.

The Level99 Guest Experience Ambassador demonstrates a joyful and positive approach to challenging situations and working with others. A successful Guest Experience Ambassador will display honesty and personal integrity that is above reproach, choosing humility over the need to "be right," and in all things acts with organizational pride as though they are the owner and operator of their venue.

In their first few weeks, Guest Experience Ambassadors will receive ample training on the business, operations, and everything Level99. They will learn how to answer calls, respond to inquiries, and log conversations into our ticketing system with the support of team leads and managers. Eventually, Ambassadors will gain the skills and confidence to autonomously manage inquiries while working in-office and remote.

Responsibilities

• Respond promptly and professionally to guest inquiries through phone, email, and live chat, making sure to provide accurate information and solutions that meet their needs
• Create positive connections with guests by actively listening, showing empathy, and genuinely caring about their concerns
• Investigate and resolve guest issues, taking ownership and following through to ensure a satisfactory resolution. If needed, escalate complex cases to the appropriate team members or supervisors
• Become an expert on Level99's offerings, staying up-to-date on new challenges, events, and daily operations and using that knowledge to address guest questions and provide recommendations
• Maintain accurate records of guest interactions, including inquiries, complaints, and resolutions, ensuring guest profiles and databases are up-to-date
• Work closely with management to share guest feedback
• Continuously identify areas for improving guest experience processes, suggesting solutions to enhance the overall guest experience
• Maintain a positive, upbeat, pro-active attitude and inspire the same in co-workers
• Other duties, as assigned

Must-Have Skills

• Previous experience in customer service, events, or other related fields
• Ability to build rapport with guests
• Ability to prioritize and multitask
• Positive and professional demeanor
• Excellent written and verbal communication skills
• Proactive problem solver with a passion for optimizing the Level99 Guest Experience
• Able to work with all management teams to ensure optimal communication
• Ability to work well in a fast-paced, high-volume, and ever-changing work environment
• A positive, joyful, upbeat, and energetic attitude leading by example
• Ability to work a flexible schedule due to the nature of the position and the operational hours of the company
• Schedule may include days, nights, weekends, and holidays

Other Desirable (But Not Necessary) Skills & Experience Include

• 1+ years of experience in a customer support or client services role
• Embraces new technology and its implementation into our operation, with specific knowledge in, but not limited to, Microsoft Office, Tripleseat, Toast POS, G Suite, or similar

$18 - $21 an hour

While we don't expect a candidate to have deep experience in all of the above, we're looking for someone with the passion and capability to learn quickly in the areas that are new!

You might be a fit on the Level99 team if you

• Like to laugh, would be described as a "low maintenance, low drama" person, have a tendency to have a bit of fun while you work
• Have a high tolerance for ambiguity, like to go fast, and are excited to learn on the job
• Are just a little bit obsessive about getting the details right the first time
• Have a high energy personality, the kind of person who is typically smiling, and likes to "get it done now"

Level99 is an E-Verify employer.