Call Center Representative - Hybrid

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.

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 escalate 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
• Demonstrate 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
• Ability to maintain performance objectives such as attendance, schedule adherence, and efficiency performance objectives
• Available to work schedules during the call center hours of operation, including nights, weekends and holidays
• Ability to adapt to changes in job requirements, learn and apply new skills as needed to ensure the company's success

Benefits

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

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.