Customer Care Specialist

The Customer Care Specialist serves as the first point of contact for all guests and plays a critical role in shaping the initial customer experience. This position is responsible for professionally managing all incoming guest communications, providing accurate information, resolving inquiries, and supporting event and operational teams as needed. The ideal candidate demonstrates exceptional communication skills, strong technical proficiency, and a commitment to delivering outstanding customer service.

Key Responsibilities

• Serve as the primary point of contact for all incoming guest communications, including phone calls, emails, and inquiries through online channels.
• Deliver a professional, friendly, and solution-oriented experience for all guests, ensuring their first interaction reflects the brand’s high standards.
• Provide accurate information regarding daily deals, promotions, facility offerings, pricing, and events, guiding guests through available options.
• Assist guests with birthday party and event inquiries, including package selection, availability, and booking procedures.
• Accurately document and maintain guest records in CRM and POS systems to ensure consistency and continuity of service.
• Coordinate with internal teams, including Operations, Food & Beverage, Events, and Management, to ensure smooth execution of guest requests and events.
• Resolve guest inquiries and concerns promptly and professionally, escalating complex issues to the appropriate department when necessary.
• Monitor and follow up on guest interactions to ensure satisfaction, build loyalty, and encourage repeat business.
• Support event coordination and logistics, including pre-event confirmations, day-of communication, and post-event follow-up.
• Maintain knowledge of all facility offerings, policies, and procedures to provide accurate guidance and recommendations to guests.
• Uphold brand standards in all communications and interactions, promoting a positive and professional image of the company.
• Continuously identify opportunities to improve processes and guest experience, providing feedback to management.

Position Requirements & Qualifications

• Strong computer proficiency and typing skills required
• Availability to work evenings, weekends, and holidays as business needs require
• Excellent phone etiquette with a professional, guest-focused communication style
• Associate degree preferred; high school diploma or equivalent required
• CRM system experience preferred
• (POS) system experience preferred
• Ability to manage a high volume of incoming calls while maintaining accuracy and attention to detail
• Strong organizational, time-management, and multitasking skills
• Proven problem-solving abilities with a calm and professional demeanor

Compensation & Benefits:

• Competitive compensation
• Eligibility for medical, dental, and vision insurance after 90 days of employment
• $200 monthly house account for food and beverage purchases at the facility
• Employee discounts and additional on-site benefits as applicable

Pay: $15.00 - $16.00 per hour

Expected hours: No less than 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person

Salary : $15 - $16