Customer Service Associate

About TOCA Soccer

At TOCA, we are passionate about people and the power of sport. We believe in creating an environment that becomes the “third home” for our guests — where they learn, where they live, and where TOCA becomes the place where they play. Our ultimate goal is to create a consistent and amazing experience for everyone who interacts with TOCA, whether it is our dedicated team members or esteemed guests.

We value an individual that seeks to:

• Play Hard
• Care Deeply
• Grow Together
• Strive for Excellence
• Create Awesome Experiences

You ll have full access to our TOCA Treats, which includes (but is not limited to):

• Competitive Pay & On Demand Pay
• Part Time, Flexible Scheduling
• Career Growth & Development
• Employee Assistance Program
• Active & Fit Membership
• Benefits Hub Discount Marketplace
• So many TOCA Perks we can t name all of them, including: 4 TOCA Training Sessions, 50% Off Classes, Free Pick/League Play, 1 Free Birthday Party, Food and Beverage Discount, and 2 Free Packages to share with your squad

Job Title: Guest Experience Associate

Location: Franklin, TN

Report To: General Manager

Hours

Required:

Candidates must be able to work evenings and weekends

You’re the face of TOCA — the first high-five, the warm welcome, the go-to for all things awesome. As an Experience Associate, you’re all about creating 10/10 guest experiences, keeping the energy up, and making sure the facility runs smoother than a perfect pass.

• Guest Experience Hero (60%)
  • Greet like a champ, answer like a pro, and make every guest feel like an MVP
  • Handle questions, feedback, and concerns with good vibes and care
  • Jump in to fix issues quickly or tag in a teammate
  • Work together to keep things flowing and guests happy
  • Work in concessions (as needed)
• Operations Guru (30%)
  • Keep the space clean, stocked, and ready for action
  • Help with scheduling, check-ins, sign-ups, and events
  • Own the front desk like it s your stage
• Admin But Make It Snappy (5%)
  • Waivers, payments, reports = no big deal for you
• Training + Growth (5%)
  • Learn the TOCA way and level up your game
  • Gain development to keep your career going with TOCA

• Uphold our service commitment standards by being professional, welcoming, aware, outgoing, and proud.
• Work with leadership to create and maintain a unified culture as well as a high level of engagement throughout the center.

• Love people and good vibes
• Have top-tier communication skills
• Can stay cool under pressure
• Know your way around Google Suite & scheduling tools (on-site training)
• Are down for evening/weekend shifts (that s our peak time!)
• Can lift 30+ lbs and move with energy

Note:

This description reflects the current responsibilities and expectations for the role. It is not a guaranteed list of all duties and may be adjusted as needed.