Job Description

Call Center Representative - Uptown Jungle

Position Summary

The Call Center Representative serves as the primary point of contact for guests, providing exceptional service and contributing to revenue growth through event bookings, party sales, and general guest support. This position ensures that every interaction aligns with the organization's energetic, family-friendly environment and its commitment to safety, fun, and superior customer satisfaction.

In addition to core call center responsibilities, this role supports the Outside Sales Representative by assisting with community donations, outreach initiatives, and participation in events as assigned by the Sales Director.

This is a non-exempt, Wednesday-Sunday position. The representative will work onsite in the home office during the week and remotely on weekends. The hourly rate for this role is $20.00.

Key Responsibilities

Answer inbound calls promptly and courteously, providing accurate information about attractions, pricing, promotions, and hours of operation. Handle outbound calls to follow up with previous guests, promote rebooking of parties or events, and generate new reservations. Schedule and confirm party and group bookings, ensuring all details are accurately entered into the reservation system. *when needed
Assist guests with booking inquiries, special requests, and add-on packages (food, admissions, decorations, etc.). Communicate with on-site teams to coordinate party schedules and guest needs. Resolve guest concerns efficiently and professionally, escalating complex issues to Guest Service when necessary. Maintain detailed knowledge of current offerings, safety policies, and promotional events. Meet or exceed individual and team performance goals related to call volume, booking conversions, and guest satisfaction. Support marketing efforts by informing guests about membership programs, seasonal promotions, and loyalty rewards. Document guest interactions and feedback to support service improvement efforts. Support outside sales with community donations, outreach, and participation at events.

Qualifications

High school diploma or equivalent required; college coursework in communications, marketing, or hospitality preferred. 1-2 years of experience in a call center, customer service, or hospitality environment preferred. Excellent verbal communication and active listening skills. Strong multitasking and computer navigation abilities. Friendly, upbeat, and professional phone presence. Sales-oriented mindset with the ability to identify guest needs and upsell effectively. Bilingual (English/Spanish) a plus.

Core Competencies

Customer Focus:

Creates positive guest experiences through empathy and proactive communication.

Teamwork:

Collaborates with sales, operations, and event staff to deliver seamless service.

Detail Orientation:

Ensures all booking and guest details are accurate and complete.

Adaptability:

Handles a fast-paced environment and changing priorities with professionalism.

Sales & Service Balance:

Understands the importance of both revenue generation and relationship building.

Schedule & Environment

Full-time, flexible shifts including weekends and holidays. Hybrid with most of the time in the Arizona home office. Work environment reflects a high-energy, family-oriented entertainment setting. The position reports to the Director of Sales.

Compensation & Benefits

Competitive hourly wage plus commission or bonuses based on party bookings and rebooking conversions. Employee discounts on admissions and parties. Opportunities for advancement into sales and management roles.

About Us

Uptown Jungle is an indoor adventure park dedicated to creating unforgettable experiences for families and groups. Our mission is to deliver active fun, celebrate milestones, and promote community connection through safe, exciting attractions and exceptional guest service.

Pay: $20.00 per hour

Expected hours: No less than 40.0 per week

Benefits:

Dental insurance Health insurance Paid time off
Work Location: Hybrid remote in Chandler, AZ 85286