Call Center Representative

Job Description

Job Description

Call Center Representative

HeadPinz & FastTrax Entertainment Centers

Department: Call Center
Location: HeadPinz and FastTrax Entertainment Centers (All Locations)
Employment Type: Hourly
FLSA Status: Non-Exempt

About Us

HeadPinz and FastTrax Entertainment Centers are premier, family-friendly entertainment destinations offering bowling, arcade attractions, food and beverage, and high-energy experiences for guests of all ages. Our team is built on safety, service excellence, and operational accountability. We take pride in creating an organized and welcoming experience for every guest from their very first interaction.

About the Role

The Call Center Representative is responsible for supporting guests through phone and digital communication in a professional, accurate, and policy-compliant manner. This role assists with general questions, party and group inquiries, reservations, and basic troubleshooting while following company standards for guest communication, information accuracy, data protection, and transactional integrity. While friendly service is essential, the top priorities of this role are accuracy, compliance, safety awareness, and protecting guest and company information.

Essential Duties & ResponsibilitiesGuest Support, Communication & Service Standards

• Answer incoming calls and digital inquiries promptly and professionally.

• Provide accurate information regarding hours, pricing, attractions, events, and policies.

• Assist guests with party and group inquiries and route leads appropriately.

• Resolve basic guest concerns using approved procedures.

• Maintain a calm, respectful tone during high-volume periods and challenging interactions.

Reservations, Payments & Transaction Accuracy

• Assist with reservation requests, confirmations, and modifications.

• Collect and verify guest information accurately.

• Process approved payments or deposits following company procedures.

• Document call outcomes and next steps clearly for team follow-up.

Compliance, Data Protection & Risk Prevention (Primary Responsibility)

• Protect guest and company information in accordance with privacy standards.

• Verify caller details before sharing sensitive reservation information.

• Follow company policies for refunds, disputes, waivers, and escalations.

• Immediately escalate safety-related or urgent concerns to management.

• Maintain professionalism when handling suspicious or inappropriate calls.

Teamwork, Training & Accountability

• Participate in required training on systems, policies, and guest recovery.

• Follow SOPs, call guides, and quality standards.

• Maintain reliable attendance and schedule adherence.

• Support smooth communication between call center and on-site teams.

Qualifications & Experience

• High school diploma or equivalent preferred.

• Previous experience in customer service, call center, hospitality, or reservations preferred.

• Strong communication, listening, and conflict resolution skills.

• Comfortable using multiple computer systems simultaneously.

• Detail-oriented, dependable, and professional.

Physical & Environmental Requirements

• Ability to sit or stand for extended periods.

• Frequent computer and phone use.

• Ability to work in a fast-paced, high-volume environment.

• Availability to work evenings, weekends, and holidays as needed.

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