Call Center Representative - Hybrid

Cinemark USA, Inc.; Frisco (TX); On-site; USD 19,286,000 - 24,797,000; Full time

Benefits offered by this job

Employee Discount

401(k) Matching*

Growth Opportunities

Education Assistance*

Health Benefits*

Parental Leave*

Paid Time Off*

Daily Pay*

Free Movies*

Job summary

Cinemark USA, Inc. is seeking a Guest Services Agent in Frisco, TX to answer inbound calls and assist guests with a wide range of questions while ensuring high satisfaction. You will be the voice of Cinemark, using empathy and product knowledge to resolve concerns across phone and email channels.

Requirements include 1 year of customer service experience, strong communication skills, and the ability to type at least 30 wpm. Training lasts four weeks with 100% attendance.

Qualifications

• One year of customer service experience in a fast-paced environment.
• Proficient written and verbal communication skills, including email.
• Ability to type at least 30 words per minute.
• Flexibility to work odd hours, including nights, weekends and holidays.

Responsibilities

• Provide immediate front-line support to guest inquiries via phone and email.
• Maintain a positive, empathetic, and professional attitude at all times.
• Identify and coordinate with other departments to resolve guest issues.
• Know Cinemark policies and theatre operations to inform guests accurately.
• Keep detailed records of guest interactions and transactions.
• Multi-task across various software platforms while handling inquiries.
• Demonstrate initiative and problem-solving abilities, escalating when needed.
• Meet attendance and KPI targets as part of performance objectives.
• Perform other duties as assigned by supervisor.

Skills

Customer service

Strong written & email communication

Typing 30 wpm

MS Word

MS Excel

MS Outlook

Tools

MS Word

MS Excel

MS Outlook

Job description

Join Our Team

As part of our Cinemark Universe, you'll discover fun opportunities with real growth potential and plenty of perks. With 500+ theatres and nearly 6,000 screens; we're truly a global presence of 20,000 movie lovers working together to make unforgettable experiences.

Role Summary

A Guest Services Agent primary responsibility is to answer inbound calls and assist customers with a wide variety of questions and concerns while guaranteeing high guest satisfaction. We’re seeking enthusiastic individuals with proficient written and email communication skills along with the ability to multitask through different inquiry types. In this role, you will be the voice of Cinemark offering a unique and innovative solution to each question, problem, complaint, or concern that the customer may have experienced.

Responsibilities

• Provide immediate front-line support to our Guest inquiries while maintaining a positive, empathetic, and professional attitude at all times
• Responsible for handling Guest matters and interactions through various channels such as phone and email
• Identify and communicate effectively with various departments of the organization to ...
• Knowledge and understanding of Cinemark policies, in-theatre operation procedures, Marketing programs and special initiatives
• Keep detail records of Guest interactions, transactions, comments and feedback received
• Multi-task using various software platforms
• Demonstrates initiative, problem solving ability, adaptability and flexibility
• Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, thinking outside the box, implementing solutions, and escalating issues when necessary
• Maintain performance objectives such as attendance and Key Performance Indicators
• Perform other duties as required and assigned by Supervisor and upper management

Requirements

• One year of customer service experience in a fast-paced call center environment preferable
• Strong conflict resolution skills and ability to effectively communicate difficult outcomes while maintaining a positive customer experience
• Must have strong time-management, follow-up and proficient organizational skills
• Must be proficient with written and verbal communication skills, email, internet usage, MS Word, MS Excel, and MS Outlook.
• Must be able to type a minimum of 30 words per minute
• Ability to maintain performance objectives such as attendance, schedule adherence, and efficiency performance objectives
• Must be available to work schedules during the call center hours of operation, including nights, weekends and holidays
• Adapt to changes in job requirements, learning and applying new skills as needed to ensure the company's success
• Ability to complete mandatory paid in-house training for 4 weeks with a requirement of 100% attendance

Benefits Available

At Cinemark, we believe every team member should feel like a hero. Each career comes with a variety of blockbuster benefits for both hourly and salaried team members.

• Employee Discount
• 401(k) Matching*
• Growth Opportunities
• Education Assistance*
• Health Benefits*
• Parental Leave*
• Paid Time Off*
• Daily Pay*
• Free Movies*

*Benefits may vary by career category, so be sure to check the specific details on our career site.

Disclaimer and Equal Opportunity Statement

DISCLAIMER: This job description is intended only as a general guideline of your duties and responsibilities at Cinemark and is not a legally binding contract. Cinemark reserves the right to amend, change or terminate the job description, as it deems appropriate. Any change amendments, or modifications may be implemented even though they have not been communicated, reprinted or substituted in this job description. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Cinemark is an Equal Opportunity Employer