Customer Service Team Lead

At VENU , work feels like play — but with purpose.

As the global leader in creating unforgettable guest experiences, we combine entertainment, gaming, souvenirs, mobility, and storage solutions to bring more excitement, engagement, and convenience to the world’s top destinations. From ScooterPals® Fur-Wheelers and claw machines to photo capture, arcade games, and smart lockers, our creative programs help venues operate more efficiently, elevate guest satisfaction, and increase revenue — all with ease. Guided by collaboration, innovation, and a passion for excellence, we empower our team members to grow, contribute, and make a meaningful impact. 

If you’re seeking a career that’s dynamic, rewarding, and full of opportunity, you’ll find it at VENU .

At VENU , we believe great work deserves meaningful rewards. Our benefits are designed to support your health, financial security, and overall well-being — so you can thrive both personally and professionally:

Benefits Available to Qualifying Full-Time and Part-Time Employees:

• Flexible Time Off – Paid time off that grows with tenure, along with paid holidays.
• Health & Wellness Coverage – Comprehensive medical, dental, and vision plans.
• Retirement Planning – 401(k) plan with 50% company match on the first 6% contributed, including Roth options
• And more!!

Grow your career with great benefits—and even better people!

Responsibilities

The Customer Service Representative Team Lead will interact with customers to plan and book reservations for Venu products. This position must be knowledgeable about our products and services as well as anticipate customer needs, suggest alternatives, and problem solving. The role will interact with customers in a professional manner while exhibiting diplomacy when handling and resolving complaints to ensure a positive customer experience. The Reservations Agent Team Lead will work closely with Assistant Call Center Manager to complete all tasks, training and daily operations of the call center. 

• Provides professional and great customer service   

• Responds efficiently to customer requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas 

• Enters reservations into the computer according to standard operating procedures 

• Follows all company policies and procedures; ensures personal appearance is clean and professional 

• Completes responsibilities with a minimal amount of supervision 

• Follow written instructions and documented procedures 

• Performs other related duties as assigned 

• Communicate clear instructions to team members. 

• Assist Reservations Supervisor with escalations and day-to-day operations. 

• Assist Reservation Supervisor with Call Volume, Breakdown reports 

• Lead Team when Reservations Supervisor is not present 

• Train and Coach Reservation Agents 

• Reports all Policy and Procedures violations to Reservations Supervisor 

• High school diploma or equivalent  

• 4-6 years of customer service experience in hospitality or entertainment industry 

• 2 years of leadership experience, preferred 

• Customer service experience preferred in hospitality or entertainment industry  

• Ability to work a flexible, changing schedule with regards to days and hours  

• Schedule must be flexible from 6:30 am to 8pm. Rotating weekends off 

• Strong people skills and good at conflict resolution – is a team player  

• Ability to communicate effectively, verbal and written 

• Proficient in Microsoft Office products 

• Ability to multi-task in a fast-paced environment 

Salary : $19