Call Center Representative - Hybrid

Dormont Manufacturing Co; San Francisco (CA); On-site; USD 24,796 - 30,307; Full time

Job summary

Cinemark USA, Inc. in San Francisco is seeking a Guest Services Agent to answer inbound guest inquiries and provide courteous, helpful responses across phone and email channels.

You will work with multiple departments to resolve questions, maintain records, and ensure high guest satisfaction while adhering to theater policies and training requirements.

Qualifications

• One year of customer service experience in a fast-paced environment preferred.
• Strong conflict resolution skills and ability to communicate outcomes while maintaining a positive guest experience.
• Excellent time-management, follow-up and organizational skills.
• Proficient written and verbal communication, including email and internet usage.
• Typing speed of at least 30 words per minute and ability to meet performance objectives.

Responsibilities

• Provide immediate front-line support to 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 resolve Guest matters
• Knowledge and understanding of Cinemark policies, in-theatre operation procedures, Marketing programs and special initiatives
• Keep detailed 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

Skills

Customer service

Conflict resolution

Time management

Written communication

Verbal communication

Typing speed

Attendance

Schedule adherence

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 escape Guest matters
• 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

DISCLAIMER: This job description is not an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Cinemark USA, Inc. is an Equal Opportunity Employer