Job Description

Fat Cats is looking for a high-energy team members with great personalities who love a culture of fun and making memorable experiences for our guests. Fat Cats is "All Out Fun."

Enjoy working in an entertianment environment with flexible schedules and excellent employee perks. If you are interested in joining Fat Cats, please review the job description below and then submit your application.

Job Description – Customer Service Representative (CSR)

Reports to: Manager

Summary of Position

A Customer Service Representative (CSR) is responsible for maintaining Guest Service as per company standard, generating sales to maximize revenue potential and friendly customer services for our Bowling, Glow Golf, and Redemption/Prize counters. The CSR position will include Box Office Sales and Theater Concession services for our Gilbert and Rexburg locations. The CSR will also perform prize and product merchandising, food handling, housekeeping, operate a POS register, cash handling and loss prevention in adherence to all Company Policy/Store standards.

FatCats Mission and Values and the essential responsibilities of the Cashier are listed below in the following key areas:

FatCats Mission Statement

"We create experiences that bring you back!"

FatCats Values- PRIDE

P – Passionate- "I am enthusiastic"

R - Respect- "I respect myself and others"

I - Integrity- "I do the right thing"

D - Disciplined- "I strive for excellence"

E - Empowered- "I create an exceptional experience for our guests"

Total Customer Satisfaction

  • Ensures that the facility they are assigned to consistently delivers the highest quality service possible, and that our customer's experience while visiting their location provides total satisfaction.
  • All activities and decisions are completely focused on and driven by the customer's needs. Models and creates an environment in which the customer is always right.
  • Demonstrate and ensure consistent customer satisfaction.
  • Provides regular feedback to their management and team members on areas that need improvement. Ensures that they are using appropriate monitoring tools. Utilizing side work and cleaning charts.
  • Employees will be trained, motivated, and empowered to deliver total customer satisfaction. Employees demonstrate a high level of service to our customers. Provides training, coaching, and feedback in any areas that are below standard.
  • Ensures their station is neat, clean, and organized. Makes sure that the use of systems and procedures maintain the company standards.

Proven Process'Mandatory Daily Practice for All Employees

  • Grounds'build up to the entrance: Clean and Tidy.
  • Entrance'walking in FatCats: Clean, Clear, and Inviting.
  • Greeting/Eye contact'within 10 feet of guest entrance: Positive and Professional Greeting.
  • Intro/Information Interaction'mindshare (InMoment), CityGro: Engage the customer. Is there a special event/occasion?
  • Make a Sale'Family Special, Thunder Alley/All Specials
  • Shoes and Directions to lanes'Bar, Snack Bar, Bathroom etc.: Maintain positive interaction.
  • Customer Check-In'between 3rd and 5th frame, check-in on customer experience. Opportunity: 2nd MindShare Prompt with a token incentive.
  • End of Game'return bowling balls, bowling shoe return, give free arcade and gaming tokens for the kids, and make sure that the customer receives a mindshare card.
  • Thank the guest and invite them to come back again.

Essential Functions

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

  • Ensure that each Guest receives outstanding Guest Service by providing a Guest friendly environment which includes greeting and acknowledging every Guest, maintaining outstanding standards, solid product knowledge and all other components of Guest Service.
  • Maintain an awareness of all product knowledge information, merchandise promotions, test merchandise and advertisements.
  • Assist in floor moves, merchandising, display maintenance and store housekeeping.
  • Assist in processing and replenishing merchandise and participates in receiving and monitoring floor stock.
  • Adhere to all Company policies, procedures and practices including sign
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