Guest Service Representatives

City:

What you will do:

Wage: $19.70/hour + applicable bilingual premium

Our Guest Service Representatives are a friendly and enthusiastic team of active listeners who communicate deep care and compassion as they efficiently respond to customer inquiries, requests, and service concerns in a professional manner, whether on the phone, over email, social media, or via chat. Expert at quickly diagnosing opportunities to offer information and empowered to deliver first-time solutions that result in satisfied customers, they are the calm in the face of the storm when needed and know when an escalation is the best action to take.

As a Guest Service Representative reporting to the Guest Services manager, you’ll receive comprehensive, in-depth online training in a fun, team-focused, collaborative environment to be the voice of the Guest. You’ll document feedback, inquiries, and concerns through the ticket management system, ensuring information can be shared with business leaders to improve the experiences we provide. With flexible hours of operation covering days, weekends, late evenings and holidays across time zones from coast to coast, the shift-based working environment offers you a high degree of scheduling flexibility, and the opportunity to work from home or from one of our Cineplex locations across Canada.

A year from now, you’ll know you’ve been successful when:

• Able to thoughtfully and accurately handle a variety of guest enquiries across all our channels (phone, email, chat)
• Able to consistently meet our desired timelines to respond our guests
• Receive consistently strong feedback from guests on quality and timeliness of service and support delivered
• You know when to escalate to your managers when more support is required to help resolve issues

Qualifications

What You Need

• Superb oral & written proficiency in English is required.
• High school diploma (a post-secondary certificate or diploma would be an asset)
• Proficiency in Microsoft Word, Excel and Outlook.
• Your own computer and a dependable, high speed internet connection

Who You Are

• You have a positive attitude and serve others with understanding, respect, and care. 
• You respond to challenging situations in a friendly, helpful, and calm manner
• You are professional, with prompt attendance records and a reliable work ethic
• You are organized, and can prioritize multiple tasks while meeting and/or exceeding deadlines
• You’re willing to learn

What Sets You Apart

• Experience working in a call center and/or remote call center environment
• Experience working in a theatre or knowledge of theatre operations is an asset.
• Experience and/or knowledge of working with consumer loyalty programs
• Additional language proficiency is an asset.

Use of AI

We use AI-assisted tools to help us review applications and support parts of the recruitment process. However, every application is reviewed by our HR team, and all hiring decisions are made by our people, not by AI.

This position is a current vacancy and is being actively recruited to fill an existing role within the organization.

Inclusion & Diversity

Cineplex, its subsidiaries, and affiliates are equal opportunity employers with a commitment to hiring and retaining a diverse workforce. We encourage and welcome applications from all intersectional walks of life. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable. 

Accessibility

We are committed to improving access and opportunities for all individuals, including those with disabilities by identifying and removing barriers that may prevent, inhibit, or restrict their access to employment oporunities. If you require accommodation at any stage of our hiring process (application, interviews, assessments, and placement), please contact us at 416-323-6600 or via email at jobs@cineplex.com.

While we appreciate all interest, only those candidates selected for an interview will be contacted.