Sr. Specialist, Guest Relations

24232BR | 2022/05/10  

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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!

CEC Entertainment, the global leader in family entertainment and operator of Chuck E. Cheese and Peter Piper restaurants, is seeking a Sr. Specialist, Guest Relations to join our team. This position is based at our Corporate Support Center in Irving, TX. The Sr. Specialist, Guest Relations facilitates customer satisfaction by ensuring customers’ needs are being met. Immediately resolves customer concerns by contacting appropriate CEC personnel when necessary.

Essential Functions of the Position:

  • Performs all duties and responsibilities in support of field services and operations. Supports the corporate objectives, including: “If you are not serving the Guest, serve someone who is.”
  • Responsible for reading and responding to all Guest complaints received via email. Respond to the Guest by sending a thank you letter or forward the email to the correct department.
  • Log all complaints received (Store Number, District Manager, and summary of complaint) via computer and file. Log all comment cards and all calls received on the customer care line.
  • Listen to Guest complaints via telephone, document conversation, and has the autonomy to resolve and close guest claims by either offering the Guest a pass or other type of compensation. If the Guest requests a refund, DM will be informed and determine course of action. Copy of the conversation forwarded to DM to address within their store.
  • When passes are given to Guests, send pass with a letter to Guest and submit check request to Accounts Payable.
  • Performs other duties and lends assistance to co-workers as directed by the immediate supervisor or other members of our Corporate Management Team.
  • Provide professional online communication and phone support to the Guest through prompt, friendly, and courteous service. Assist guest in making reservations, changing reservations, and answering any location information.


  • 3+ years of Customer Service
  • In lieu of above, 1+ years of Chuck E. Cheese supervisory experience
  • Availability to work during the week and weekends
#diversity #inclusion #culture

Physical Demands:
To perform the duties of this position, the incumbent must have the ability to sit, walk, stand, bend, twist, reach, and carry, lift, pull, push between 1 – 25 lbs. Incumbent must use a computer, with the repetitive movement of both hands. Incumbent must be able to work an 8-hour shift, with some overtime. Incumbent must also be available to travel to various locations by airplane or by operating a vehicle if needed.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions is included.

The Company:
CEC Entertainment is the nationally recognized leader in family entertainment and dining with both its Chuck E. Cheese and Peter Piper Pizza restaurants as well as the virtual kitchen brand Pasqually’s Pizza & Wings. As the place where a million Happy Birthdays are celebrated every year, Chuck E. Cheese goal is to create positive, lifelong memories for families through entertainment, food, and play. The Company and its franchisees operate a system of 558 Chuck E. Cheese restaurants and 114 Peter Piper Pizza stores, with locations in 47 states and 15 foreign countries and territories. More than 10,000 employees are dedicated to ensuring Every Guest Leaves Happy!

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.

* * *

At CEC Entertainment, we believe that our workforce should reflect the diverse backgrounds, experiences, and perspectives of the 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.

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