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    Customer Relations Team Lead - Knoxville, United States - Regmovies

    Regmovies
    Regmovies Knoxville, United States

    5 days ago

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    Description

    ** Customer Relations Team Lead**

    **Job Category****:** Other **Requisition Number****:** CUSTO017461 Showing 1 location **Job Details**

    **Description**

    **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.

    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.

    Analyzes customer service relations for problem areas and consults with upper management for possible solutions or assist with developing new protocols or processes.

    Assists the Customer Experience Manager with CR stats tracking for weekly dashboards and reporting.

    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.

    Other duties as directed by the Customer Experience Manager.

    Works with both the IT and Marketing departments with any questions or concerns related to the Regal Crown Club, Unlimited and/or website or Regal Mobile App.

    Must possess knowledge of operations, policies, and procedures of Regal Entertainment.

    Fax and copy as necessary

    **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 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.

    **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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