Customer Service Coordinator

The CompanyBEAT THE BOMB is the next generation of immersive group entertainment, where customers step into real-life video games. We use an innovative digital, interactive game system to reimagine the intersection of technology and human social connection. In our classic Mission experience, teams wearing hazmat suits go through a series of interactive game rooms, including a laser maze, before facing the World's Largest Paint, Slime, and Foam Bomb! Our original Brooklyn location opened in 2018. We now have locations in Atlanta, Washington D.C., Philadelphia, Charlotte, Houston, and Denver. We've hosted over 300,000 players including hundreds of corporate team building outings, school groups, and non-profit organizations. Beat The Bomb is one of the highest rated experiences in all 5 markets. We offer a full range of special event services including STEM Camps, Kid and Adult Birthday parties, Corporate Tournaments, and Bachelorette parties. We also have a virtual team building platform called Beat The Bomb Virtual, serving remote teams across the globe. Our #1 goal is to ensure every player has a BLAST! Essential Duties & Responsibilities:As a Customer Service Coordinator, you will play a pivotal role in ensuring exceptional customer experiences and maintaining high customer satisfaction levels. You will be responsible for handling a variety of customer inquiries, resolving issues, and providing efficient support through various communication channels. This position requires excellent communication skills, a customer-centric approach, and the ability to handle challenging situations with empathy and professionalism. Interact with customers via ZOHO and RingCentral to provide accurate and timely assistance in resolving their questions, concerns, and issues.Problem-Solving: Analyze customer inquiries, identify problems, and provide effective solutions while adhering to company policies and guidelines. Escalate complex issues to the appropriate team or supervisor when necessary.Product Knowledge: Develop a comprehensive understanding of the company's products, services, policies, and procedures to provide accurate information and guidance to customers.Reservation Management: Assist customers with reservation issues, tracking, cancellations, and changes. Ensure accurate and timely processing of customer requests related to reservations.Complaint Handling: Address customer complaints in a patient, empathetic, and professional manner, aiming to resolve issues to the customer's satisfaction. Document complaints and escalate recurring issues for process improvement.Customer Relationship Management: Build and maintain positive customer relationships by actively engaging with customers, ensuring personalized interactions, and addressing their needs effectively.Quality Assurance: Maintain high-quality standards by adhering to defined service levels, monitoring customer interactions, and following established protocols for handling customer support.Technical Assistance: Provide basic technical support and troubleshooting guidance to customers for resolving common product-related issues.Documentation: Maintain accurate and detailed records of customer interactions, transactions, complaints, and resolutions in the customer support system.Collaboration: Collaborate with cross-functional teams, including sales, marketing, and tech development, to relay customer feedback, contribute to process improvements, and share customer insights.Upselling: where relevant, identify opportunities to engage with customers to enhance their booking by upselling them to a premium ticket or package, educating them about various add-ons, helping them increase their team size, etc.Customer Calls: while most communications are currently in written form over email or social media, you must be comfortable making calls as needed; Beat The Bomb is also exploring adding a call center function which may become an ongoing support channel The Ideal Customer Service Coordinator: Embodies Beat The Bomb's Values:Bring PositivityTake ResponsibilityBuild The FutureCREATE THE FUN Available to work 20+ hours. Weekends are required but rotated.Education: High school diploma or equivalent is required. Additional education or certification in customer service, communication, or a related field is a plus.Customer Service Experience: Prior experience in a customer service or support role is preferred. Experience in a fast-paced environment with high call/email/chat volumes is advantageous.Excellent Communication: Exceptional verbal and written communication skills, with the ability to articulate complex ideas concisely and adapt communication style to diverse customer needs.Problem-Solving Skills: Strong analytical and problem-solving abilities to identify and address customer issues effectively, offering suitable solutions.Empathy and Patience: Ability to empathize with customers, remain patient under pressure, and de-escalate tense situations with a customer-centric approach.Multitasking and Time Management: Strong organizational skills to handle multiple customer interactions simultaneously, prioritize tasks, and meet deadlines.Technology Proficiency: Proficient in using customer support tools, software, and systems. Familiarity with CRM systems, ticketing systems, and live chat platforms is a plus.Adaptability: Flexibility to work in a dynamic environment with shifting priorities and changes in customer demands.Team Player: Demonstrated ability to work collaboratively with cross-functional teams and contribute to a positive team environment.Problem-Solving: Demonstrated ability to think critically, analyze information, and make informed decisions.

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