Position: Product Care Coordinator
Direct Supervisor: Manager of Product Care
Growth: Team Lead / Management Path
Job Description:
Product Care Coordinators exist to provide a high level of support and resources to The Escape Game. They work diligently to partner with regional and local leadership to ensure our facilities and games maintain a high level of functionality and operational excellence. Coordinators eagerly accept ownership over incoming challenges and are the driving force to ensure follow-up and complete resolution in a timely manner.
Pay & Benefits:
* Starting Pay: $16-$20 (based on experience)
* Eligible for TEG Full Time Benefits and Bonus as outlined here.
Hours & Schedule:
* Location: HQ - Middle Tennessee Based
* Expected Weekly Hours: 40-45 hours
* Any hours worked above 40 hours in a given week will be paid in accordance with state and federal laws.
* Travel Expectations: As needed
* This is most commonly due to a store emergency or a routine visit to a store within driving distance. When traveling beyond local stores you are paid your hourly rate + per diem.
* On-Call: Yes. Specific times outside of office hours are divided amongst team members.
* Weekdays: 5pm-12am CST // Weekends: 8am-12am CST
* You can expect to be on-call up to 3 days per week based on a schedule set by Product Care Leadership. This includes nights, weekends, and holidays.
Job Responsibilities:
Support & Troubleshooting
* Utilize our ticketing system to report, track, and resolve issues in our stores related to our product's safety, functionality, and aesthetics.
* Receive calls from our stores and guide them to a successful resolution via remote support.
* Proactively and consistently collaborate with other internal departments to strategically design and implement improvements to our products based on guest feedback.
* Coordinate with Store Operations to strategically handle high impact issues.
* Facilitate repairs with third-party vendors.
* Be a reliable wealth of knowledge about TEG's historic and current product standards.
Uphold Safety Standards
* Advise on safe practices for tool usage.
* Ensure electrical repairs are completed safely.
* Identify and call out any unsafe items in our stores.
* Guide stores through weather emergency closures as needed.
* Aid in incident reporting.
Routine & Emergency Store Visits
* Collaborate with Operations and Store Leaders for an efficient action plan while onsite.
* Performs onsite repairs and emergency travel as needed.
Job Requirements:
* The ideal Product Care Coordinator is patient, flexible, dependable, driven, and caring.
* Has a love for escape rooms and interactive media.
* Possesses strong organizational and interpersonal skills.
* Excels at maintaining an organized schedule.
* Has a contagious, positive, "can-do" attitude.
* Loves to "win."
* Has strong communication skills - written, on the phone, in-person.
* Can lead others in an informal structure.
* Ability to lift/carry up to 50 pounds individually.
* Able to stand, walk, climb ladders, and navigate tight spaces for extended periods of time.
* Has a basic Understanding of production and fabrication processes including CNC, Carpentry, Scenic, Paint, and Controls Technology.
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