Customer Service Specialist

Alamo Drafthouse Cinema is seeking a Customer Service Representative 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 a great experience at Alamo Drafthouse, but sometimes, we fall short of this goal. That’s 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 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.

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

Requirements

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

Experience with HelpScout and Sprinklr a plus

Benefits

Our benefits program includes Medical, Dental, and Vision, along with company paid leave policies, disability and life policies . Alamo has a generous PTO leave and a flexible work environment. If you enjoy movies, food and beer this is the place for you.

Plus, did we mention FREE MOVIES?