Customer Relations Specialist

3 months ago

Knoxville, United States Regmovies Full time

** Customer Relations Specialist**

**Job Category****:** Other **Requisition Number****:** CUSTO017460 Showing 1 location **Job Details**

**Description**

**Summary:** Reviews and responds to customer comments and escalations within the Customer Relations department.

**Essential Duties and Responsibilities** include the following. Other duties may be assigned.

* Regular and consistent attendance.

* Provide quality customer service in a prompt, responsible and professional manner to all Regal patrons who have contacted the corporate office phone or email as well as social media outlets, i.e. Facebook, Twitter, Instagram, etc.

* Work with internal teams including CR Management, IT and Marketing to address questions or concerns related to the Unlimited program, Regal Crown Club, promotions, REGmovies.com website and the mobile App.

* Identify problem areas and track issues driving customer phone calls to assist in diverting contacts to email and social channels.

* Investigate with theatre General Managers as warranted and assist in gathering sensitive information about serious customer issues and uphold team standards, protocols for confidentiality and communication.

* Coach and counsel General Managers, in a positive manner, and provide feedback and solutions for reoccurring customer incidents.

* Communicates GM or DM complaints to Regional VPs, Regional Directors and HR department.

* Maintains database used to automatically distribute weekly reports to VPs, District Managers, Theatre Managers and various other department heads, regarding customer comments received for the week.

* Learn and utilize internal systems to facilitate and resolve customer issues, including Cashstar, OSI and Storefront order processing systems.

* Must possess knowledge and/or learn operations, policies, and procedures of Regal.

* Support theatre management staff while simultaneously resolving customer issues effectively.

* Fax, copy and fulfill as necessary

* Other duties as directed by the Customer Relations Manager.

**Qualifications:**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Professional Skills:**

* Excellent phone, voice, communication and grammar skills are a must.

* Must also have excellent organizational skills.

* Must operate computer, copier and fax machines.

* Must be able to negotiate and take initiative when necessary

* Must have tolerance for stress.

* Must possess good writing skills and enter pertinent information into database.

* A positive and professional attitude should be maintained always to successfully perform the position of Customer Relations Specialist.

* Must be able to recognize potential problems and report accurately to appropriate management.

* Excellent customer service and de-escalation skills

* Excellent computer skills with ability to promptly learn new systems

**Education/Experience:**

High school diploma or general education degree (GED) is required, along with at least two years of experience in maintaining quality customer relations. Basic knowledge of theatre industry preferred but not required.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

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