Customer Relations Team Lead

3 days ago

Knoxville, Tennessee, United States Regmovies Full time

Job Summary:

We are seeking a highly skilled and experienced Customer Relations Team Lead to join our team at Regmovies. As a key member of our customer service team, you will be responsible for providing exceptional customer service, resolving customer complaints, and improving customer satisfaction.

Key Responsibilities:

  • Provide quality customer service in a prompt, responsible, and professional manner to all Regmovies patrons who have contacted the corporate office.
  • Investigate with General Managers the circumstances involved with a serious issue raised by a customer.
  • Coach and counsel General Managers, in a positive manner, and provide possible solutions should a similar incident arise in the future.
  • Recognize potential problems and report them accurately to the appropriate management personnel.
  • Investigate fraud and assist with solutions to circumvent future abuse.
  • Analyze customer service relations for problem areas and consult with upper management for possible solutions or assist with developing new protocols or processes.
  • Assist the Customer Experience Manager with CR stats tracking for weekly dashboards and reporting.
  • Communicate GM or DM complaints to Regional VPs, Regional Directors, and HR department.
  • Maintain 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.
  • Other duties as directed by the Customer Experience Manager.
  • Work with both the IT and Marketing departments with any questions or concerns related to the Regmovies Crown Club, Unlimited, and/or website or Regmovies Mobile App.
  • Must possess knowledge of operations, policies, and procedures of Regmovies.
  • Fax and copy as necessary.

Requirements:

  • 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.
  • Excellent phone, voice, and grammar skills are a must.
  • Must also have excellent organizational skills.
  • Must operate computer, copier, and fax machines.
  • Must be able to negotiate when necessary and take initiative when necessary.
  • Must have tolerance for stress and available to work extra hours at peak times.
  • Must possess good writing skills and enter completed information into database.
  • Excellent customer service skills.
  • Excellent computer skills.
  • Must be part of theatre management support system while satisfying customers at the same time.
  • A positive and professional attitude should be maintained at all times in order to successfully perform the position of Customer Relations Team Lead.
  • Ability to keep information strictly confidential upon request.

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