Senior Specialist, Guest Relations

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!

Job Description

CEC Entertainment is seeking a highly motivated Senior Specialist, Guest Relations, to join our Support Center team. The Senior Specialist, Guest Relations, plays a crucial role in ensuring customer satisfaction by addressing guest concerns promptly and effectively. This position requires a proactive approach to resolving issues and a dedication to upholding our commitment to exceptional guest service. Hours of operation are 9:00AM to 7:00PM. Must have open availability for Saturdays & Sundays.

We offer a fun and rewarding environment with set schedules, monthly contests, a casual dress code, a 50% meal discount in DFW, and are aWork Today, Get Paid Tomorrowemployer!!

KEY RESPONSIBILITIES:

• Respond promptly to all guest complaints received via email, ensuring personalized and professional interaction.

• Log all complaints, comment cards, and calls received on the customer care line, maintaining detailed records for reference and analysis.

• Listen to guest complaints via telephone, document conversations, and resolve and close guest claims by offering appropriate compensation or solutions.

• Collaborate with relevant departments and District Manager to address guest concerns that require further investigation or resolution.

• Provide courteous and efficient online communication and phone support to guests, assisting with reservations, changes, and inquiries about location information.

• Support field services and operations by aligning with corporate objectives and demonstrating a commitment to serving the guest at every opportunity.

• Assist co-workers and contribute to team efforts as directed by the immediate supervisor or other members of the Corporate Management Team.

QUALIFICATIONS:

• High school diploma or equivalent required. Post-high school education is a plus.

• Availability to work flexible hours, including weekdays and weekends, to accommodate guest needs.

• Minimum of 3 years of customer service experience, demonstrating strong interpersonal and problem-solving skills.

• Alternatively, 1+ years of Chuck E. Cheese's supervisory experience, showcasing leadership and managerial capabilities.

• Excellent written and verbal communication skills, with a focus on professionalism, empathy, and responsiveness.

PHYSICAL DEMANDS:

• Must be able to sit in a chair for extended periods of time.

• Must be able to regularly speak and hear via telephone headset.

• Must be able to regularly type on a keyboard and use computer mouse

PAY & BENEFITS:

• Work Today, Get Paid Tomorrow" program. Don't wait between paychecks anymore!

• Employee meal discounts

• Perks & Discount programs

• Employee Referral Program

• CEC Cares Fund (program to assist employees during catastrophes)

• Voluntary Medical benefits offered.

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 with disabilities to perform the essential functions.

#Diversity #Inclusion #Culture

The Company:

CEC Entertainment, LLC ("CEC"), headquartered in Irving, Texas, is a nationally recognized leader in family dining and entertainment, proudly operating the iconic Chuck E. Cheese, Peter Piper Pizza and Chuck's Arcade brands.

Chuck E. Cheese celebrates over half a million birthdays annually, dedicated to creating joyful, lasting memories through fun, food, and play. As the placeWhere a Kid Can Be a Kid, the brand is committed to safetythrough programs like Kid Check and community support, having donated more than $24 million to schools and nonprofits. In 2025, Chuck E. Cheese received the "Best in STEM" award and was named one of America's Greatest Workplaces, highlighting its industry leadership both in innovation and employee well-being.

Peter Piper Pizza offers a neighborhood pizzeria experience with quality food, engaging entertainment, and lifelong memories because fun isn't added on---"The Fun is Baked In"! Through amusement and connection, families and communities are brought together every day. Both Chuck E. Cheese and Peter Piper Pizza champion play through different attractions to support physical wellness and strengthen motor skills in kids.

CEC Entertainment and its franchisees operate nearly 600 Chuck E. Cheese locations and over 120 Peter Piper Pizza venues across45statesand 18countries. The company proudly fosters a culture of diversity and celebrates fun and play to unite every family. Learn more at chuckecheese.com and peterpiperpizza.com.

Benefits:

CEC Entertainment offers a wide variety of benefits including medical, dental, vision, life, disability, and 401(k) retirement savings plan to eligible U.S. employees as part of their overall employment package. We also offer job training and career growth opportunities. Chuck E. Cheese is a "Work Today, Get Paid Tomorrow" employer.

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At CEC Entertainment, we believe that our workforce should reflect the diverse backgrounds, experiences, and perspectives of many guests we serve. As an Equal Opportunity Employer, we do not discriminate against applicants due to race, ancestry, color, genetics, gender identity, gender expression, sexual orientation, national origin, religion, age, physical or mental disability, pregnancy, veteran status, or on the basis of any other federal, state or local protected class.