Guest Relations Representative

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.

Requirements

• 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.

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

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.

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

32340 - 43120 We are an equal opportunity employer and participate in E-Verify in states where required.