Specialist I, Guest Experience

Job Summary

The Specialist I, Guest Experience is responsible for the successful daily resolution of guest issues, both directly through contact with guests, and indirectly through providing support to theatre teams.

This position is based in Leawood, Kansas, with remote eligibility.

What you will be doing:

•  Monitor and address guest issues through social media to ensure guest issues are resolved in a timely and effective manner.
• Monitor and address guest issues through email and other channels (phone calls are occasional) to ensure guest issues are resolved in a timely and effective manner.
• Monitor and manage department email inboxes.
• Escalate contact trends and high priority issues.
• ·Manage Guest Code of Conduct violation issues. 

What we need from you:

• 1+ years of AMC theatre-level customer service experience in a leadership position such as Supervisor, Manager, or General Manager or 1+ years of corporate, call center, or commensurate multi-location customer service experience.
• Excellent guest service skills, including a full understanding of service recovery techniques
• Excellent verbal and written communication skills.
• Ability to listen, empathize, and communicate effectively with guests who are extremely upset.
• Ability to handle confidential and sensitive information in a professional manner.
• Effective follow-up skills and attention to detail to ensure guest contacts which require research and/or follow-up are handled completely and in a timely manner.

What we also value (preferred):

• Ability to comprehend a vast array of theatre operations and Company programs, policies, and procedures.
• Advanced proficiency in using social media tools including, but not limited to: Facebook and  Instagram.
• Proven creative problem-solving and de-escalation skills.
• Proficiency in Microsoft platforms, including but not limited to OneNote, Outlook, and Teams.
• Bilingual in Spanish and/or Arabic is beneficial.

Minimum qualifications:

• 1+ years of AMC theatre-level customer service experience in a leadership position such as Supervisor, Manager, or General Manager or 1+ years of corporate, call center, or commensurate multi-location customer service experience.
• Excellent guest service skills, including a full understanding of service recovery techniques
• Excellent verbal and written communication skills.
• Ability to listen, empathize, and communicate effectively with guests who are extremely upset.

Why Work at AMC?

Do you speak in movie quotes? Have a movie moment that changed your life? If you love all things movies, you may be a perfect fit for our team!

AMC has propelled industry innovation since 1920, and we continue to innovate by delivering premium sight and sound, new and improved food and beverage options, and diverse content in our state-of-the-art theatres.

AMC supports personal well-being and work-life balance with a benefits package designed to promote health and happiness, both inside and outside of work. 

• Hybrid work schedule (remote/in-office) for most corporate roles 
• Annual bonus potential  
• Accrued vacation and absentee time plus 12 paid holidays, including an additional day for your birthday 
• Reduced working hours on Fridays during the summer to enjoy more of what you love outside the office 
• Comprehensive medical, dental, and vision coverage 
• Free, confidential access to the Employee Assistance Program (EAP), supporting the whole person through everyday stressors and major life moments 
• 401(k) match to support your financial goals 
• A relaxed, collaborative office environment with Coca-Cola Freestyle machines 
• Convenient on-site gym facility 
• Daily free popcorn and discounts on food and drinks (excluding alcoholic beverages) 
• Special savings on AMC gift cards 
• And of course—FREE movies at any AMC theatre nationwide and the ability to provide up to 8 friends and family movie passes

Compensation

AMC provides a compensation range for open positions where required. Factors that may be used to determine actual compensation may include, but are not limited to, a specific skill set, relevant experience or geographic location. The compensation range for this position may be lower or higher in different markets based on business needs.

The compensation for this position is: $20.00  - $21.50 

Job Address

One AMC Way 11500 Ash Street Leawood, Kansas 66211

Employment Status

Full Time

Relocation Eligibility

No

Department

GUEST EXPERIENCE

Pay Rate Type

Hourly

AMC and its subsidiaries are committed to equal employment opportunity and complies with all applicable federal, state, and local employment laws. AMC strictly prohibits and does not tolerate discrimination and will provide equal employment opportunities to all applicants without regard to an applicant’s race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, military status, veteran status, genetic information, or any other reason prohibited by applicable federal, state, or local law, regulation, or ordinance. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, promotion, discipline, compensation, benefits, and termination of employment.