Guest Experience Ambassador
Natick, MA 01760
Support Center – Guest Experience /
Part-time /
Hybrid
WHO WE ARE
Level99 is a real-world gaming venue designed for adults, featuring over 50 mental and physical challenges in artistic environments. Games range from ninja warrior obstacle course style challenges to mental logic puzzles, and everything in between. Each challenge is quick—just 1 to 4 minutes—and Players can do the same room over and over again, or they can move on to something new. Like a video game, Players earn rewards, climb the leaderboard, and make progress – each time a Player comes back, the game remembers where they left off.
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, and is opening in Tysons, VA, West Hartford, CT, and Disney Springs, FL. 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. Visit www.level99.com for more details.
OVERVIEW
We are seeking a Guest Experience Ambassador within our contact center, who has high standards and is effective in building relationships with staff and guests. The Guest Experience Ambassador position is an integral part of the Level99 team. This involves working closely with the Guest Experience Manager. This position involves working closely with 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 as though they are the Owner and Operator of their venue.
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 solve guest issues, taking ownership and following through until 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 operation 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 service 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 clients
- Ability to prioritize and multitask
- Positive and professional demeanor
- Excellent written and verbal communication skills
- Strong project management skills with the ability to supervise multiple projects
- Proactive problem solver with a passion for optimizing the Level99 Customer Experience
- Ability to work a flexible schedule based on business needs which will include days, nights, weekends and holidays as well as emergency responsiveness as required. Note the training period will be full-time, though the role is part-time.
- Able to work with all management teams to insure optimal communication
- Ability to work well under pressure in a fast paced, ever changing work environment
- A positive, joyful, upbeat and energetic attitude – leading by example
OTHER DESIRABLE (BUT NOT NECESSARY) SKILLS & EXPERIENCE INCLUDE
- Customer Support & Client Services Occupations: 1 year (Preferred)
- 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
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.
