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Customer Service Manager In Training at GameOn Studio
San Diego, California, United States -
Full Time

Start Date

Immediate

Expiry Date

29 Dec, 25

Salary

0.0

Posted On

30 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Customer Service, Leadership, Communication, Relationship Management, Analytical Aptitude, Technology Management, Business Acumen, Ethical Practice, Coaching and Development, Decision Quality, Cultural Competence, Reconciliation Skills, Dispute Documentation, POS Systems, CRM, Google Workspace

Industry

Description
Description Mission: Orchestrate an effortless guest journey—before, during, and after the night. Core Responsibilities Pre-Night & Bookings Own reservations and table minimums: holds, deposits, confirmations, no-show prevention. Work closely with the Operations Manager, VIP Hosts, and the Street Team to coordinate sales, align targets, and prevent double-booking. Send pre-arrival messages with arrival instructions, dress code, and rideshare details. Door & Cashiering Lead front-door cashiers and VIP entry controls (guest list integrity, ID/band logic, ADA access). Balance tills, reconcile covers vs POS, deliver clean close reports. Monitor line times and resolve entry escalations with a hospitality-first tone. On-Floor Comms Radio lead for Hosts, Security, and Bar on table turns, bottle runs, and incidents. Approve service-recovery comps and voids; log everything in the CRM. Post-Event Care Process refunds and adjustments within SLA. Respond to DMs and reviews in brand voice. Run chargeback investigations: compile evidence, submit to processor, track win rate. Rhythm & Reporting Attend manager meeting; present KPIs (bookings, show rate, average check, door wait, NPS, refund rate, chargeback win percent). Update SOPs and train or schedule cashiers and the host team. Required Qualifications 2+ years in hospitality guest services or FOH lead/host roles. Strong reconciliation and dispute documentation skills. POS, reservations/CRM, processor portals, Google Workspace; basic camera review. Late-night and weekend availability; able to stand or walk for long periods. Competencies Leadership and Navigation Communication Relationship Management Ethical Practice Business Acumen Analytical Aptitude Customer Focus Decision Quality Technology Management Cultural Competence Coaching and Development
Responsibilities
The Customer Service Manager In Training will orchestrate an effortless guest journey by managing reservations, coordinating with various teams, and leading front-door operations. They will also handle post-event care, including refunds and responding to customer feedback.