Customer Relations Specialist

Summary: Receives and responds to customer comments and inquiries via email, phone, and social media.

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 including via email, phone or social media outlets like Facebook, Twitter, Instagram, and YouTube, etc.
• Determine need for escalation and alert management and appropriate teams to any legal and PR concerns.
• Provide customer service to an array of clients regarding order status and fulfillment details related to their subscriptions.
• Learn and utilize internal systems to facilitate and resolve customer issues, including, CRM, Service Now, Microsoft Office & Teams, etc.
• Identifies issues and investigate potential fraud scenarios.
• Ability to collaborate and work cross-functionally with other teams and departments as warranted in a professional manner.
• 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.
• Able to exercise confidentiality within the team for sensitive issues regarding Regal guests or business clients.
• Coach and counsel General Managers, in a positive manner, and provide feedback and solutions for reoccurring customer incidents.
• Recognize potential problems and report them accurately to the appropriate management personnel.
• Communicates GM or DM complaints to Regional VP’s, Regional Directors, and HR department.
• Maintains database used to automatically distribute weekly reports to VP’s, District Managers, Theatre Managers, and various other department heads, regarding customer comments received for the week.
• Work with departmental teams including IT and Marketing to address questions or concerns related to the Regal Crown Club, promotions, REGmovies.com website and the mobile App.
• 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 one year of experience in maintaining quality customer service. Basic knowledge of theatre industry preferred but not require

Certificates, Licenses, Registrations:

None

Language Ability:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Reasoning Ability:

This position requires a high level of reasoning skills.  Must be able to reason under pressure or opposition.

Computer Skills:

Word processing, Excel, Spreadsheets, E-mail, Database software, Social Media Platforms.

Supervisory Responsibilities:        

This position has no direct supervisory responsibilities.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the environment is moderate. 

Physical Demands:  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job the employee is frequently required to stand; walk; sit and use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear.  The vision requirements include: close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.  The employee is occasionally required to lift up to 50 pounds.