Call Center, Lead Administrator

At CEC Entertainment, we build careers around great food, family, and fun! Our purpose and our passion is to create the best place for kids and families to eat and play.

• Call Center, Lead Administrator – based at Corporate Support Center in Irving, TX, reporting to the Director, Sales Center Operations. Must have flexible open availability Monday‑Sunday.

• Perform all duties and responsibilities in support of field services and operations.
• Support Corporate Objectives: “If you are not serving the Guest, serve someone who is.”
• Provide professional phone support to the Guest through prompt, friendly, courteous service and general information about Chuck
  
  E. Cheese.
• Accurately book birthday party reservations and fundraising events for locations up to capacity.
• Continuously improve the quality of the call center through consistent effort and teamwork.
• Assist specialists (20-30), guests, field, and support center with any issues during shift; also prepare agents’ weekly schedules and daily break schedules.
• Handle any problems that arise on the floor with professional resolutions.
• Follow up with any DM/AD/RVP on any unfavorable reports.
• Work with DM/AD/RVP on any seating, scheduling, or hours of operation changes.
• Train and develop agents.
• Aid agents regarding payroll issues.
• Aid guests regarding feedback on their visit to the store, fundraising events, birthday hotline, and web complications.
• Handle compensation to guests through refunds or sending guest passes.
• Coach and direct a team of agents, including providing performance feedback and completing annual evaluations.
• Communicate Call Center staffing needs and employee issues to the Director.
• Perform other duties and aid co‑workers as directed by the immediate supervisor or other members of our Corporate Management Team.
• Assist in the fundraising department with collecting required documentation, booking events, and issuing check requests.

• Required availability Monday‑Sunday 9am‑7pm with shift flexibility.
• High School diploma or GED required.
• 3+ years of customer service, including 1+ years of supervisory experience.
• In lieu of above, 1+ years of Chuck
  
  E. Cheese supervisory experience.

• Clear verbal communication, written communication, and reading comprehension in English.
• Basic computer skills (typing – 35 wpm, data entry, Internet navigation, Microsoft Windows and email).
• Basic use of standard office equipment (telephone, computer).
• Strong interpersonal and customer service skills with a sales mentality.
• Ability to accurately interpret information as well as demonstrate problem solving and analytical thinking skills.
• Application of good judgment and decision making.
• Ability to work efficiently both independently and as part of a team.
• Ability to prioritize work to meet deadlines and productivity goals.
• Ability to work under pressure and cope with stress effectively.

• “Work Today, Get Paid Tomorrow” program. Don’t wait between paychecks!
• Employee meal discounts.
• Perks & Discount programs.
• Employee Referral Program.
• CEC Cares Fund (program to assist employees during catastrophes).
• Medical benefit options, 401(k), and more.

• Medical, dental, vision, life, disability, and 401(k) retirement savings plan to eligible U.S. employees.
• Job training and career growth opportunities.
• Chuck
  
  E. Cheese is a "Work Today, Get Paid Tomorrow" employer.

To perform the duties of this position, the incumbent must have the ability to sit, walk, stand, bend, twist, reach, and carry, lift, pull, push between 1 – 25 lbs. Incumbent must use a computer with repetitive movement of both hands. Incumbent must be able to work an 8‑hour shift, with some overtime, and also be available to travel to various locations by airplane or by operating a vehicle if needed.

At Chuck

E. Cheese, we care about the safety and health of our guests and employees. We have rigorous health and sanitation standards, and our operational procedures are designed to meet or exceed local requirements and most importantly to protect the health of our teams and guests.

Reasonable accommodations may be made to enable individuals…