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HeadPinz & FastTrax Entertainment Centers\nCall Center\nHeadPinz and FastTrax Entertainment Centers (All Locations)\nHourly\nNon-Exempt\nAbout Us

HeadPinz and FastTrax Entertainment Centers are premier, family-friendly entertainment destinations offering bowling, arcade attractions, food and beverage, and high-energy experiences for guests of all ages. Our team is built on safety, service excellence, and operational accountability. We take pride in creating an organized and welcoming experience for every guest from their very first interaction.\nAbout the Role

The Call Center Representative is responsible for supporting guests through phone and digital communication in a professional, accurate, and policy-compliant manner. This role assists with general questions, party and group inquiries, reservations, and basic troubleshooting while following company standards for guest communication, information accuracy, data protection, and transactional integrity. While friendly service is essential, the top priorities of this role are accuracy, compliance, safety awareness, and protecting guest and company information.\nEssential Duties & Responsibilities

Guest Support, Communication & Service Standards:\nAnswer incoming calls and digital inquiries promptly and professionally.\nProvide accurate information regarding hours, pricing, attractions, events, and policies.\nAssist guests with party and group inquiries and route leads appropriately.\nResolve basic guest concerns using approved procedures.\nMaintain a calm, respectful tone during high-volume periods and challenging interactions.\nReservations, Payments & Transaction Accuracy:\nAssist with reservation requests, confirmations, and modifications.\nCollect and verify guest information accurately.\nProcess approved payments or deposits following company procedures.\nDocument call outcomes and next steps clearly for team follow-up.\nCompliance, Data Protection & Risk Prevention (Primary Responsibility):\nProtect guest and company information in accordance with privacy standards.\nVerify caller details before sharing sensitive reservation information.\nFollow company policies for refunds, disputes, waivers, and escalations.\nImmediately escalate safety-related or urgent concerns to management.\nMaintain professionalism when handling suspicious or inappropriate calls.\nTeamwork, Training & Accountability:\nParticipate in required training on systems, policies, and guest recovery.\nFollow SOPs, call guides, and quality standards.\nMaintain reliable attendance and schedule adherence.\nSupport smooth communication between call center and on-site teams.\nQualifications & Experience

High school diploma or equivalent preferred.\nPrevious experience in customer service, call center, hospitality, or reservations preferred.\nStrong communication, listening, and conflict resolution skills.\nComfortable using multiple computer systems simultaneously.\nDetail-oriented, dependable, and professional.\nPhysical & Environmental Requirements

Ability to sit or stand for extended periods.\nFrequent computer and phone use.\nAbility to work in a fast-paced, high-volume environment.\nAvailability to work evenings, weekends, and holidays as needed.

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