Guest Service Representative

Description:

As a Guest Service Representative reporting to the Guest Services manager, you’ll receive comprehensive, in-depth online training in a fun, team-focused, collaborative environment to be the voice of the Guest. You’ll document feedback, inquiries, and concerns through the ticket management system, ensuring information can be shared with business leaders to improve the experiences we provide. With flexible hours of operation covering days, weekends, late evenings and holidays across time zones from coast to coast, the shift-based working environment offers you a high degree of scheduling flexibility, and the opportunity to work from home or from one of our Cineplex locations across Canada.

A year from now, you’ll know you’ve been successful when:
 

• Able to thoughtfully and accurately handle a variety of guest enquiries across all our channels (phone, email, chat)
• Able to consistently meet our desired timelines to respond our guests
• Receive consistently strong feedback from guests on quality and timeliness of service and support delivered
• You know when to escalate to your managers when more support is required to help resolve issues
   

Qualifications

What You Need
 

• Superb oral & written proficiency in English is required.
• High school diploma (a post-secondary certificate or diploma would be an asset)
• Proficiency in Microsoft Word, Excel and Outlook.
• Your own computer and a dependable, high speed internet connection
   

Who You Are
 

• You have a positive attitude and serve others with understanding, respect, and care.
• You respond to challenging situations in a friendly, helpful, and calm manner
• You are professional, with prompt attendance records and a reliable work ethic
• You are organized, and can prioritize multiple tasks while meeting and/or exceeding deadlines
• You’re willing to learn
   

What Sets You Apart
 

• Experience working in a call center and/or remote call center environment
• Experience working in a theatre or knowledge of theatre operations is an asset.
• Experience and/or knowledge of working with consumer loyalty programs
• Additional language proficiency is an asset.