Store Lead

Puzzle Effect is an entertainment company offering customers high-quality escape game adventures and is a leader in the industry. We currently have locations in Arizona, California, Denver, and Oregon. Established in 2014, Puzzle Effect offers a one-of-a-kind experience to customers. Respect for the customer, the brand, our communities, and for each other are at the core of everything we do!

Puzzle Effect Store Lead’s hold a critical position within the company. Their core responsibilities include being a key-carrier and serving as the point of contact for the store among customers, employees, and peers. A successful candidate for this position should possess the ability to work in a fast paced and dynamic environment, develop, manage, and lead team members, and consistently provide a five
-star customer experience.

• Manage, train, develop, and schedule team members.
• Attend community events in both sales and marketing capacities.
• Attend weekly leadership meetings and engage with peers/upper management via Teams.
• Create/manage the store schedule and time off requests on a weekly basis.
• Track specific store metrics and be able to speak to the store’s performance.
• Organize/attend local community events, as well as store staff outings for employees on a quarterly basis.
• Must be available to work nights, weekends, and Holidays.
• Be the face of Puzzle Effect and represent our brand and passion for fun and safe entertainment.
• Follow through on all customer inquiries, requests, and resolve concerns as needed.
• Inspecting and repairing various equipment, props, or electrical devices.
• Ensure that all team members operate and reset rooms in a safe and proper manner.
• Manage, post, and engage on the stores social media pages as needed.
• Maintain a clean and safe working environment.
• Reset rooms with speed and accuracy in a safe and proper manner.
• Solve technical difficulties with games in an efficient and timely manner.
• Be knowledgeable about our games, products, and overall industry.
• Must have reliable transportation, a valid driver's license and automobile insurance.
• Have working knowledge of state employment and labor laws.
• Operating the opening/mid-shift/closing of the store and ensuring all items on the daily checklists have been completed during their shifts. Signing off the previous day’s checklists for notes and accuracy in reporting.
• Ensuring proper staffing needs are met throughout the week, calling in or calling off employees as needed.
• Prep rooms for customer use via resetting properly and cleaning where needed.
• Enforce rules, regulations, and safety standards at all times.
• Meet and greet clients with a smile, check them in, and help sign waivers.
• Use the software provided to update bookings, add/remove tickets, and process refunds where necessary.
• Use provided gaming/camera software to guide customers through their experience with attention to detail and ensure that each booking has a high quality, fun, and safe experience.
• Take fun and engaging photos of customers to commemorate their experience.
• Use social media platforms to engage with our customers and community.
• Perform routine cleaning and maintenance to ensure proper working and operational conditions are upheld.
• Ensure the end of day cash log and any deposits are correctly completed. Bank deposits when necessary.

• Education - High School Diploma or G.E.D. (required)
• Experience - 5 + years customer service (required)
• Excellent communication skills. (Email, phone, in-person, and social media)
• Strong customer service and client specific communication skills.
• Leadership skills that provide for the development of staff and keep a team motivated
• Navigate a fast-paced and growing environment with a friendly, fun, and energetic personality
• Excellent interpersonal, motivational, and team building skills.
• Follow through on all customer questions, requests, and resolve concerns as needed.
• Follow and comply with established company policies, procedures, and safe work practices.
• Understanding of basic mechanical and electrical concepts/components strongly preferred.
• Knowledge and ability to use hand tools, crafting…