Guest Experience Lead — Remote-Eligible

AMC Entertainment; Leawood (KS); Hybrid; USD 28,000 - 30,000; Full time

Benefits offered by this job

Hybrid work schedule

Annual bonus potential

Medical, dental, and vision coverage

401(k) match

Free movies for you and up to 8 guests

Job summary

AMC Entertainment in Leawood, Kansas, is seeking a Specialist I, Guest Experience to resolve daily guest issues and support theatre teams. Hybrid work arrangement with remote eligibility, based in Leawood.

The role involves monitoring social media, email channels, and department inboxes to resolve concerns promptly. Candidates need 1+ years in AMC theatre-level customer service in a supervisory or multi-location setting, or equivalent corporate experience.

Qualifications

• 1+ years of AMC theatre-level customer service experience in a leadership position or 1+ years of corporate, call center, or multi-location customer service experience.
• Excellent guest service skills, including a full understanding of service recovery techniques.
• Excellent verbal and written communication skills.
• Ability to listen, empathize, and communicate effectively with guests who are extremely upset.

Responsibilities

• Monitor and address guest issues through social media to ensure timely resolution.
• Monitor and address guest issues through email and other channels to ensure timely resolution.
• Monitor and manage department email inboxes.
• Escalate contact trends and high-priority issues.
• Manage Guest Code of Conduct violation issues.

Skills

Customer service

Leadership

Communication

De-escalation

Social media monitoring

Tools

OneNote

Outlook

Teams

Facebook

Instagram

Job description

AMC Entertainment in Leawood, Kansas, is seeking a Specialist I, Guest Experience to resolve daily guest issues and support theatre teams. Hybrid work arrangement with remote eligibility, based in Leawood.

The role involves monitoring social media, email channels, and department inboxes to resolve concerns promptly. Candidates need 1+ years in AMC theatre-level customer service in a supervisory or multi-location setting, or equivalent corporate experience.