Call Center Representative - Hybrid

Join Our Team

As part of our Cinemark Universe, you'll discover fun opportunities with real growth potential and plenty of perks. With 500+ theatres and nearly 6,000 screens; we're truly a global presence of 20,000 movie lovers working together to make unforgettable experiences.

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. In this role, you will be the voice of Cinemark offering a unique and innovative solution to each question, problem, complaint, or concern that the customer may have experienced.

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 detail records of Guest interactions, transactions, comments and feedback received
• Multi-task using various software platforms
• Demonstrates 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.
• Must be able to type a minimum of 30 words per minute
• Ability to maintain performance objectives such as attendance, schedule adherence, and efficiency performance objectives
• Must be available to work schedules during the call center hours of operation, including nights, weekends and holidays
• Adapt to changes in job requirements, learning and applying new skills as needed to ensure the company's success
• Ability to complete mandatory paid in-house training for 4 weeks with a requirement of 100% attendance

Cinemark USA, Inc. is an Equal Opportunity Employer