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

Are you able to turn a difficult situation into a positive one, or make it a memory worth remembering? If so, our Guest Services team is actively seeking experienced and diverse candidates with a passion for ensuring positive guest experiences.

We certainly handle some challenging guest situations, but most of our contacts are related to support for online ticketing and our loyalty program, AMC Stubs. Our multiweek, fully remote training program will give you all necessary foundational training and we have a great support system to help with the toughest contacts.

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. The Guest Services team works together and considers it an honor to provide support to our theatre teams and guests from 8am-12am CT, including weekends and holidays.

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:

• Internal: 1-2 years AMC theatre-level customer service experience in a leadership position (Supervisor, Manager, GM)
• External: 1-2 years corporate, call center or commensurate multi-location customer service experience
• Excellent guest service skills, including a full understanding of service recovery technique
• 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):

• AMC experience highly valued
• 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, Twitter, Instagram, Snapchat
• Proven creative problem-solving skills
• Proficiency in Microsoft platforms, including but not limited to OneNote, Outlook and Teams
• Bilingual in Spanish and/or Arabic is beneficial

Compensation and Benefits
AMC team members enjoy a very competitive benefits package including accrued vacation/absentee time, medical/dental/vision coverage, 401(k) match, half off eats and drinks at the theatre, and most importantly for us movie people…FREE movies at any of our theatres nationwide!

AMC’s company culture is focused on innovation and diversity to ensure that we provide the latest and greatest experience for our guests and associates. We lead by example in doing what is right and take responsibility for our own results and our company’s success. Our open work environment promotes teamwork and unscripted conversations, resulting in fast solutions and therefore, better outcomes.
A Few Additional Highlights:

• Flexible, fully remote scheduling
• Pay is commensurate with experience and geographic location, with a minimum base of $18.50/hr
• Eligible for annual bonus incentive based on individual and company performance
• Ten days of holiday pay, including the newest federally recognized holiday, Juneteenth!

We appreciate your interest in AMC and look forward to seeing you at the movies!

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.

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, specific skill-set, relevant experience or geographic location.

The compensation for this position is: $18.50 to $19.00 per hour

• Internal: 1-2 years AMC theatre-level customer service experience in a leadership position (Supervisor, Manager, GM)
• External: 1-2 years corporate, call center or commensurate multi-location customer service experience
• Excellent guest service skills, including a full understanding of service recovery technique

Operations Excellence

One AMC Way

11500 Ash Street

Leawood

Kansas

66211

Full Time

Hourly

No

26577BR