Guest Support Specialist

Alamo Drafthouse | Alamo Drafthouse Cinemas - Austin, TX

Full-time
Alamo Drafthouse Cinema is seeking a Guest Service Specialist to join our growing team of fanatical movie lovers. You will be responsible for the timely resolution of all customer support questions, issues, and complaints that come into our corporate offices via email and social media.

We want every customer to have an awesome experience at Alamo Drafthouse, but sometimes, we fall short of this goal. Thats where you come in. When a customer contacts us, you spring into action. With empathy, charm, and freakish responsiveness, you answer the question, resolve the issue, or explain the policy, each in a way that has the customer feeling better about Alamo Drafthouse than ever before.

On any given day you might answer questions via email, reset passwords, or update account information for members of our loyalty program. You will correct billing errors, answer account questions, and process refunds and cancellations. You will forward complaints to the appropriate department and stay on top of the issue until it is fully resolved, acting as a liaison between customers and theater staff. Our customers happiness is in your hands, and you will not let them down.

PRIMARY RESPONSIBILITIES:
Responsible for all customer support issues; you'll be the one our customers turn to when they have a problem, and providing the solution should be your top priority
Respond to guests in a timely manner with warmth and a pleasant, positive attitude
Monitor customer inquiries via email, social media, and occasionally phone, ensuring all inquiries are addressed and nothing falls through the cracks
Understand the Alamo Drafthouse brand, voice and tone and express it in written communications
Assist with all Victory account related questions and concerns, using internal tools to look up account information and resolve issues; Assist with placement of orders, refunds, or exchanges
Maintain a library of frequently asked questions and saved replies for common questions
Maintain comprehensive records of all customer communications in our helpdesk support software; compile reports on overall customer satisfaction
Work with various internal teams to identify and troubleshoot customer issues; act as an advocate for our customers to ensure other teams are responsive

ABOUT YOU:
2+ years experience working in a customer service role
Strong desire to learn about the customer, understand their problem, and determine the best way to fix it
Great communicator with excellent writing skills; can adjust copy to speak to different types of movie fans and audiences
Technically savvy; can troubleshoot online and mobile issues and either identify solutions or articulate the issue cleary to developers for assistance
Superb organizational skills and strong attention to detail
You thrive in a highly creative, collaborative, fast-paced and relaxed environment
Can maintain a positive attitude and smile at all times
Able to multitask: You can handle multiple inquiries at once, but you can tell which ones are priority
Customer focused: You're a people person who looks forward to helping the person who just reached out for help
You love the Alamo Drafthouse brand and are a frequent movie goer
HelpScout and Sprinklr experience a plus

Alamo Drafthouse is passionate and dedicated to ensuring our companys mission and core values, every day, 365 days a year. Part of that is by training to and enforcing Alamo Drafthouses Code of Conduct with all staff and vendors.

OUR MISSION

Ensure every guest has an Awesome Experience and is excited to come back.

OUR CORE VALUES

Do the Right Thing

We strive to be a force for good and stand up for our beliefs in our company, in our industry, and in the world.

Foster Community

We apply our values inside and outside our four walls, creating neighborhood theaters that are deeply tied to the local community.

Give a Sh!t

We take pride in our work because we know it makes all the difference to our guests and teammates.

Boldly Go

Like the crew of a certain Starship, we seek out new experiences and pursue innovation in all of our work.

Brand: Alamo Drafthouse
Address: 612A E. 6th Street Austin, TX - 78701
Property Description: MainCo - Austin, TX
Property Number: QEO