Title: Store Support Coordinator (Flex)
Direct Leader: Sr. Manager of Store Support
Job Description:
Store Support Coordinators (Flex) are responsible for providing high-level support and resources to The Escape Game. These coordinators remain agile to assist each zone in tackling incoming challenges. They work diligently and partner with their respective zone coordinators / stores to ensure our facilities / games maintain a high level of functional and aesthetic excellence.
Pay & Benefits:
$18-20/hr Starting compensation based on experience
Regular 5 hours of weekly overtime
Eligible for HQ Bonus
Eligible for TEG HQ Full Time Benefits as outlined here
8 Paid Holidays + 15 PTO Days for vacation, sick or bereavement use
Hours & Schedule:
Location: HQ - Middle Tennessee Based (non-remote)
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 planned on-site projects. When traveling beyond local stores, you are paid your hourly rate + per diem.
On-Call: Yes, Flex Coordinators are integrated into the on-call schedule
This includes nights, weekends, and holidays.
Store Support Leadership will work closely with coordinators to ensure PTO is covered.
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 source of knowledge about TEG's historic and current product standards.
Coach / Train Local Store Team Members while on-call or during planned training sessions.
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.
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.
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.