Call Center

7 days ago

Rockville, Maryland, United States IPIC Full time

Pay Range: $18-$19per hour

Specialist, Guest Assistance - Call Center

The Specialist, Guest Assistance is responsible for providing professional, seamless, and efficient guest service and resolution to our guest in support of ticket reservation activities, answering inquiries, coordinating guest requests, resolving guest problems, and providing information on our services, features, and promotions.

Responsibilities:

  • Provide assistance to our guests in matters including but not limited to booking inquiries, booking alteration assistance, rewards or vouchers redemptions, special occasions, and all manner of inquiries beyond booking fundamentals ensuring excellent guest service is provided.
  • Answer inbound telephone calls, emails, or messaging from our guest.
  • Own and resolves guest problems.
  • Function as a knowledge resources for our services, cinemas or restaurant information.
  • Process ticket changes, orders and other items requested by the guest.
  • Identify, escalate priority issues and report to the Senior General Manager.
  • Route inbound calls to the appropriate resources.
  • Follow up on guest calls where required.
  • Complete call notes and call reports as necessary and update them in the proper system.
  • Record details of comments, inquiries, complaints and actions taken.
  • Manage communication and coordinating with internal managers or departments.
  • Research required information using available resources.
  • Protect the privacy of our guests, team members and the company's confidential information and assets.
  • Process transactions and any required booking amendments.
  • Participate in special projects assigned by SGM or Department Head.

Requirements:

Experience & Qualifications:

  • Ability to convey information in a clear, concise manner.
  • Must commit to delivering a high level of guest service and always demonstrate our service values.
  • Excellent written and verbal communication skills.
  • Strong organizational skills essential for multitasking.
  • Previous customer service experience in hospitality industry preferred.
  • Good listener, patient in stressful situations and genuine desire to resolve issues.

Team Member Benefits:

  • Medical, Dental and Vision Coverage (FT only).
  • Career growth potential.
  • Complimentary Movie Tickets and discounted meals.
  • Flexible Schedule

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