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Guest Relations Representative

Guest Relations Representative

Dave & Buster’s, Inc.Coppell, TX
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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.

This position is located in Coppell, TX. The shift will be 8am - 7pm, Thursday - Sunday. Thursday will be in-office, and Friday - Sunday will be remote.

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.
  • Excellent time management skills to balance assigned cases as well as take incoming calls.
  • Excellent communication skills, both verbal and written.

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.
  • 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.

    • Experience Required :

  • Business coursework preferred or equivalent job experience.
  • Excellent communication and organizational skills.
  • Ability to exercise good judgment in decision-making and problem-solving.
  • Must be teamwork-oriented.

    • 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 D&B & Main Event.
  • Paid Time Off (PTO) that increases with tenure.
  • 10 Company Holidays (Including your Birthday) & 2 Floating Holidays per year.
  • Medical, dental, vision and voluntary benefits
  • Sub Benefits :
  • 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

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    Guest Representative • Coppell, TX