Guest Experience Ambassador - Call Center; Hybrid

WHO WE ARE

Level
99 is a sprawling playground designed for adults with over 50 life‑size mini‑games where players dodge axes, crack puzzles, and outsmart real‑world challenges. Each game lasts about 1–4 minutes and is built for 2–6 people to play together. One ticket to Level
99 unlocks access to all of our games including Challenge Rooms, Player‑vs‑Player duels, and an art scavenger hunt. We save your progress each time you play so you can earn rewards and climb our coveted leader board.

Alongside the games, Level
99 offers a full‑service bar and award‑winning restaurant – featuring scratch‑cooking, local craft beers, handmade cocktails, and a variety of event spaces. Level
99 has locations in Natick, MA, Providence, RI, Tysons, VA, and is opening in West Hartford, CT, Disney Springs, FL, King of Prussia, PA, and Paramus, NJ. Level
99 is backed by Act III Holdings, led by Panera founder Ron Shaich, and we have a talented team that has worked on successful entertainment projects ranging from 5 Wits to Walt Disney Imagineering. Visit  for more details.

The Guest Experience Ambassador position is an integral part of the Level
99 team working closely with the Guest Experience Manager. This position works alongside all departments including Events, Restaurant, Entertainment & Tech/Engineering to uphold and maintain our high standards of customer service and hospitality standards.

The Level
99 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 with organizational pride as though they are the Owner and Operator of their venue.

In their first few weeks, Guest Experience Ambassadors will receive ample training on the business, operations, and everything Level
99. They will learn how to answer calls, respond to inquiries, and log conversations into our ticketing system with the support of Team Leads and Managers. Eventually, Ambassadors will gain the skills and confidence to autonomously manage inquiries while working in‑office and remote.

• 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 resolve guest issues, taking ownership and following through to ensure a satisfactory resolution. If needed, elevate complex cases to the appropriate team members or supervisors.
• Become an expert on Level
  99’s offerings, staying up‑to‑date on new challenges, events, and daily operations 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 experience processes, suggesting solutions to enhance the overall guest experience.
• Maintain a positive, upbeat, pro‑active attitude and inspire the same in co‑workers.
• Other duties, as assigned.

• Previous experience in customer service, events, or other related fields.
• Ability to build rapport with guests.
• Ability to prioritize and multitask.
• Positive and professional demeanor.
• Excellent written and verbal communication skills.
• Proactive problem solver with a passion for optimizing the Level
  99 Guest Experience.
• Able to work with all management teams to ensure optimal communication.
• Ability to work well in a fast‑paced, high‑volume, and ever‑changing work environment.
• A positive, joyful, upbeat, and energetic attitude – leading by example.
• Ability to work a flexible schedule due to the nature of the position and the operational hours of the company.
• Schedule may include days, nights, weekends, and holidays.

• 1+ years of experience in…