Guest Experience Ambassador - Call Center (Hybrid)

WHO WE ARE

Level99 is a sprawling playground designed for adults with over 50 life-sized mini-games where Players dodge axes, crack puzzles, and outsmart real-world challenges. Each game lasts about 1–4 minutes and is built for 2–6 people to play together. One ticket to Level99 unlocks access to all of our games including Challenge Rooms, Player-vs-Player duels, and an art scavenger hunt. We save your progress each time you play so you can earn rewards and climb our coveted leaderboard.

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, Tysons, VA, and is opening in West Hartford, CT, Disney Springs, FL, King of Prussia, PA, and Paramus, NJ. 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

The Guest Experience Ambassador position is an integral part of the Level99 team working closely with the Guest Experience Manager. This position works alongside 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 with organizational pride as though they are the Owner and Operator of their venue.

In their first few weeks, Guest Experience Ambassadors will receive ample training on the business, operations, and everything Level99. They will learn how to answer calls, respond to inquiries, and log conversations into our ticketing system with the support of Team Leads and Managers. Eventually, Ambassadors will gain the skills and confidence to autonomously manage inquiries while working in-office and remote.

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 resolve guest issues, taking ownership and following through to ensure a satisfactory 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 operations 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 experience 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 guests
Ability to prioritize and multitask
Positive and professional demeanor
Excellent written and verbal communication skills
Proactive problem solver with a passion for optimizing the Level99 Guest Experience
Able to work with all management teams to ensure optimal communication
Ability to work well in a fast-paced, high-volume, and ever-changing work environment
A positive, joyful, upbeat, and energetic attitude – leading by example
Ability to work a flexible schedule due to the nature of the position and the operational hours of the company
Schedule may include days, nights, weekends, and holidays
OTHER DESIRABLE (BUT NOT NECESSARY) SKILLS & EXPERIENCE INCLUDE
1+ years of experience in a Customer Support or Client Services role
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.