Description

Customer Service/Call Center Agent Salary: $15.00/Hourly

Must be reliable and available on Saturdays and Sundays!

Must have some customer service/call center experience!

Who we are and why there is an opportunity:

Spy Ninjas HQ brings the wondrous experience of social media to life by immersing guests in an active gamified world of rides, puzzles, missions, and non-stop adventure for all ages, empowering players to BE THE GAME. Spy Ninjas HQ is a brand new family entertainment center. Spy Ninjas HQ is a brand new first of its kind family entertainment center in Las Vegas based on “Spy Ninjas” - the hit family-friendly YouTube series, which has over 44 million subscribers and 15 billion views across multiple branded channels. The park will feature the best in virtual reality, multi-level escape rooms, climbing walls, a trampoline park including dodge ball, over 100 arcade games, ax throwing lanes, and much more! Spy Ninjas HQ is now hiring for multiple customer service positions:

Primary Objective:

The Customer Service Agent role is integral in maintaining the highest levels of customer satisfaction. The customer service/call center agent will be answering multiple phone lines answering various questions regarding party planning, park details, and many other inquiries from guests. The primary responsibility is to thoroughly investigate and analyze customer issues, diving deep to identify root causes and proactively work towards effective solutions. The customer service agent will work directly with the front desk/party team to ensure exceptional customer service for all guests wishing to visit Spy Ninjas HQ. The customer service agent will leverage strong problem-solving skills and in-depth knowledge of Spy Ninja products and services to resolve complex issues ensuring the company exceeds customer expectations. 

Primary Duties and Responsibilities:

• Ensure excellent customer satisfaction and excellent customer service skills are delivered.
• Respond quickly to company questions regarding birthday parties, park passes, group events, and any other park related questions by email, in person, and by phone. 
• Book parties and other special events, answering questions and offering information and additional services for sale.
• Investigate complaints and make recommendations to management regarding resolutions. 
• Respond to complaints with assistance from management when necessary. 
• Be a direct contact with the event merchandising company to resolve any issues regarding company merchandise.
• Manage a separate phone line for questions, inquiries, and general information regarding the company. 
• Work with other team members to resolve customer inquiries, problem identification, and resolution. 
• Be capable of developing a good understanding of customer’s needs and how to diagnose and fix their issues.
• Demonstrate interpersonal skills and is able to provide empathy for customer’s situations.
• Willingness to work flexible schedules that vary according to business needs.
• Adhere to assigned shift schedule and break and lunch schedules.
• Collect and record accurate information from customers, including contact details.
• Maintain a positive and professional rapport with customers and other team members.
• Handle customer inquiries, complaints, or requests with empathy and problem-solving skills.
• Maintain thorough and up-to-date electronic records of each customer interaction, including outcomes and next steps to share with management. 
• Notify management immediately of any customer issues that should be escalated.
• Attend and participate in all scheduled meetings and training sessions.
• Other duties as required.

If you meet the requirements, then you need to know if you will like working with us. We think we are an exciting, great place to work. You’ll be interested to know the 6 core values that make us a great place to work.

Ninjas:

Nobility: Practice Nobility

Integrity: Show Integrity

Neatness: Demonstrate Neatness

Journey: Embrace the Journey

Accountability: Always be Accountable

Safety: Safety First

Requirements

Qualifications for Success:

• Have a high school diploma or GED.
• 18 years of age or older.
• Energetic personality, people-oriented and team player.
• Ability to provide exceptional customer service.
• Proficient computer, keyboarding, and tablet skills.
• 2 years of prior customer service experience.
• Excellent attention to detail and the ability to perform multiple tasks at once.
• Demonstrate excellent time management skills.
• Availability to work days, nights, and/or weekends.
• Complete and pass a background check.
• Physical Demands: While performing the duties and responsibilities of the job, these physical demand characteristics are representative of what the employee will be required to do to perform the essential job functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. 
• Ability to speak with others to exchange information.
• Help maintain a clean work environment.
• Ability to record and exchange information from incident reports verbally and in writing.

Work Environment:

While performing the duties and responsibilities of the job, these work environment characteristics are representative of the environment the employee will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential function of the job. 

Works in an open environment setting with above average noise levels.

Conclusion: This position description is intended to convey information essential to understanding the scope of the position and the general nature and level of work performed by employees with this position.

The above stated qualifications, duties and responsibilities are not inclusive and may be subject to revision at any time.