Guest Experience Ambassador

WHO WE ARE

Level99 is a first-of-its-kind entertainment experience, which opened its proof-of-concept venue in Natick MA in June 2021. A massive World of Challenges, over 48,000 square feet in size, Level99 offers a physical open-world game environment where groups of 2-6 guests choose from over 40 rooms, each containing a unique physical or mental team challenge. Coupled with craft drinks and food in the Night Shift Beer Hall and an authentic brewery dining experience in the Night Shift Tap Room & Kitchen, Level99 is an exciting new entertainment experience designed for young adults. More information is available at http://www.level99.com.

A young, entrepreneurial company, Level99 has immediate plans to open four new locations in the next 24 months. We are venture backed with 8-figure financing and have an amazing team that has worked on such successful entertainment projects as 5 Wits, Boda Borg, Escape Rooms, Blue Man Group, and Walt Disney Imagineering. This position is an opportunity for an experienced and motivated individual to dive into a fast-paced, dynamic environment and experience a true growth company, where you can apply your skills in a fun and exciting setting that brings joy and entertainment to hundreds of thousands of people.

JOB DESCRIPTION

We are seeking a Guest Experience Ambassador within our contact center, who has high standards and is effective in building relationships with staff and guests. The Guest Experience Ambassador position is an integral part of the Level99 team. This involves working closely with the Guest Experience Manager. This position involves working closely with 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 as though they are the Owner and Operator of their venue.

• 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 solve guest issues, taking ownership and following through until 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 operation 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 service processes, suggesting solutions to enhance the overall guest experience.
• Other duties, as assigned.

• Previous experience in customer service, events, or other related fields
• Ability to build rapport with clients
• Ability to prioritize and multitask
• Positive and professional demeanor
• Excellent written and verbal communication skills
• Strong project management skills with the ability to supervise multiple projects
• Proactive problem solver with a passion for optimizing the Level99 Customer Experience
• Ability to work a flexible schedule based on business needs which will include days, nights, weekends and holidays as well as emergency responsiveness as required. Note the training period will be full-time, though the role is part-time.
• Able to work with all management teams to insure optimal communication
• Ability to work well under pressure in a fast paced, ever changing work environment
• A positive, joyful, upbeat and energetic attitude – leading by example

• Customer Support & Client Services Occupations: 1 year (Preferred)
• 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"