Lead Guest Service Representative | Mechanicsville, VA

Overview

WHO WE ARE

Creative. Intelligent. Driven. Those are just a few of the qualities embodied by our all-star corporate team.

We're a diverse group of associates representing various ages, interests, backgrounds, and levels of experience. But the one thing we all have in common is an unwavering commitment to excellence—performing our best to bring world-class entertainment to our guests.

What We Look For

Total rock stars. We’re on the hunt for initiators, problem-solvers, and creative “can-do” professionals who are ready to work hard, be bowled, and have fun.

We want honest, ambitious, thoughtful leaders who know that sometimes the best ideas come from the most unlikely sources. Think that’s you?

What To Expect

We’re a billion-dollar company with the soul of a start-up, which means we’re a tight-knit team that moves quickly. Each day brings something new and unexpected—and this is where we thrive. We dream big and so should you. If you’re ready to collaborate, innovate, own your projects, and think outside the lanes, then it’s time for us to talk.

Check Us Out!

SUMMARY: The Lead Guest Service Representative (Lead GSR ) is responsible for handling all guest inquiries related to Bowlero Corp’s brands. The Lead GSR will interact with existing and prospective guests via phone and email to provide information and troubleshoot issues, serving as a point of escalation for Guest Service Representatives. Additionally, the Lead GSR will train new Guest Service Representatives and process refunds, gift card requests, and tip adjustments after thorough research.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Guest Service:

• Deliver best-in-class guest service via phone, email, and occasionally on social media in a timely , friendly, and helpful manner.
• Resolve guest issues by:
• Clarifying the guest's complaint.
• Determining the cause of the problem.
• Selecting and explaining the best solution to solve the problem.
• Expediting correction or adjustment.
• Following up to ensure resolution.
• Handle escalated calls or emails from Guest Service Representatives as needed.
• Address and resolve guest questions regarding guest experience, center information, offers, and promotions. Maintain awareness of existing rates, property features, event sales processes, and promotions.
• Handle incoming calls on the Corporate Operator Line and direct callers to the appropriate department .
  
  

Team Support and Training:

• Assist with new hire training and ongoing development of the Guest Service Team.
• In the absence of the Director of Operations Support:
• Serve as the first point of contact for the Guest Service Team.
• Attend meetings or conference calls.
• Provide support coverage to the Mailroom, including preparing outgoing shipments, sorting daily mail, and assisting with weekly payroll packets.
  
  

Social Media and Donation Management:

• Respond to guest comments and reviews posted on social media (Google and Yelp).
• Review donation requests from non-profit organizations, determine eligibility, process donations, and ensure the total donations remain within the budget.
  
  

Guest Issue Resolution:

• Use internal software applications to resolve guest issues with current programs ( Summer Programs , MVB Rewards, etc.).
• Assist guests with questions regarding charges from previous visits and investigate disputed transactions. Process refunds through the company credit card processor if needed.
• Address questions regarding gift card use/fraud and initiate investigations if necessary. Activate replacement gift cards when appropriate .
• Assist centers with processing tips through the company credit card processor when not entered at the center level.
  
  

Creative Problem Solving:

• Think creatively about ways to optimize each guest’s experience, aligning with Bowlero Corp’s mission to provide a delightful guest experience.
• Channel issues to appropriate departments and ensure all inquiries are addressed promptly and thoroughly.
  
  

Administrative Duties:

• Master the internal ticketing system (call logging and reporting) to efficiently and effectively process inquiries .
• Other duties as assigned.
  
  

REQUIRED QUALIFICATIONS:

• Demonstrates self-motivation, a positive attitude, and the ability to work well in a team.
• Strong listening, written, and verbal communication skills; receptive to coaching and feedback, with a desire to meet/exceed goals and solve problems in a fast-paced environment.
• Intermediate computer skills, including the ability to navigate multiple windows and online web applications and utilize search tools.
• General proficiency with Microsoft Office suite.
• Ability to work extended hours, evenings, and weekends to support business needs.
  
  

EDUCATION AND EXPERIENCE:

• High School Diploma required .
• At least 3 years of guest service experience in a call center, hospitality/restaurant, or corporate settin g.
  
  

WORK ENVIRONMENT/PHYSICAL DEMANDS:

• General office environment where you will walk, bend, and stand for periods of time.
  
  

With over 350 entertainment destinations spanning North America, our portfolio includes renowned brands like Bowlero, Lucky Strike, AMF, and the Professional Bowlers Association (PBA). As a company, we are committed to diversity, dedicated to our guests, and devoted to making the work-life experience a joy for one another. When work is this much fun, it doesn’t feel like work at all. Join our team of over 12,000 associates and experience the fulfillment of being part of the Bowlero family.

Bowlero offers performance-based incentives and a competitive total rewards package which includes healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. More details regarding benefits are available here: www.bowlerocorp.com/careers/benefits

Our company culture reflects our commitment to world-class entertainment. We’re more than just coworkers; we’re a tight-knit community of colleagues and friends. Join a team that works hard, plays hard, and enjoys some seriously fun perks (like discounts on bowling, parties, and other good stuff).