Store Support Coordinator (Flex)

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.