Guest Services Representative – EN/FR Bilingual Premium Available

Life at Cineplex:

Cineplex is synonymous with entertainment. Known as Canada’s largest and most innovative film exhibitor, we’re so much more than movies – operating The Rec Room, Canada’s favourite destination for ‘Eats & Entertainment’ and Playdium, specially designed for teens and families.

At Cineplex, change and disruption are nothing new. Infusing innovation into everything we do has fueled our evolution as a fully-integrated, diversified and growing organization with exciting career opportunities in our locations and corporate functions. Grow with us and explore roles in operations, food services, hospitality, digital commerce (CineplexStore.com), digital (Cineplex Digital Media) and cinema media (Cineplex Media), consumer loyalty (SCENE), finance, human resources, technology, amusement solutions (Player One Amusement Group), and more.

Proudly recognized as having one of the country’s Most Admired Corporate Cultures, we rally behind our values of Teamwork, Innovation and Excellence. 

We are creative, curious and love thinking big. The next evolution of Cineplex starts here, with you. 

Learn more about our businesses through the links below. 

Cineplex | Cineplex Digital Media |  | Cineplex Media | Cineplex Store | Player One Amusement Group | Playdium | The Rec Room | SCENE 

Inclusion & Diversity 

Cineplex is an equal opportunity employer 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. 

Job Teaser

The Guest Services Department is recruiting for a enthusiastic and empathetic person to join their team. The Bilingual Guest Service Representative acts as the voice of the Guest, they hear the customers out by working towards accommodations that positively resonate. Through effective ticket management tracking, they are responsible for managing a high volume of incoming contacts to report back to the business.

Part-time position, $16.00/hour + $0.40/hour premium

Reports to: Manager of Guest Services.

Work from home possibilities. 

We are pleased to offer flexible work options for this position. This role has the option to work out of a Cineplex location(s) and/or to work remotely from home at Cineplex’s sole discretion. Such options are subject to change as required for business purposes.

What You Will Be Doing

Communication

• Responding to incoming calls, e-mails, live chats and social media from Guests across Canada who have a concern, suggestion, or inquiry in a multi-skilled environment.
• Composing well-written and informative responses. 
• Other administrative tasks as required.

Guest Experience

• Provide a professional and courteous customer experience and takes accountability for effectively resolving a high volume of Guest contacts in a timely manner.
• Accurately creating and following up on cases in the customer tracking system. 
• Recognizes when to escalate and request assistance or flagging sensitive or priority issues to the appropriate internal stakeholders. 

Learning & Development

• Use available resources to make independent decisions that are in the best interest of the guest and company.
• Participate in training activities to enhance skills, knowledge and abilities on an on-going basis. 

What You Need

• Superb communication proficiency (telephone etiquette and writing) in English and French are required.
• Experience working in a team environment. 
• Experience working in a theatre or knowledge of theatre operations is an asset.
• Experience working with loyalty programs.
• Have a high school diploma (a post-secondary certificate or diploma would be an asset).
• Proficiency in Microsoft Word, Excel and Outlook.

Who You Are

• You have an excellent understanding of Guest service.
• You have a sense of professionalism with prompt attendance and a reliable work ethic working from home.
• You have the ability to own the organization and prioritization of multiple tasks while meeting and/or exceeding deadlines. 
• You have a positive attitude with the willingness to serve others with understanding, respect, and care. 

What Sets You Apart

• Guest Service experience preferred.
• Have a strong willingness to learn.
• Language proficiency in: French and/or Spanish

Requirements

Equipment & Environment (work from home)

• Provided by the Candidate and Required
  • A quiet and undisturbed place to work
  • Continuous, high-speed internet minimum 10 Mbps
  • Keyboard and mouse
  • A second computer monitor is encouraged (to make your job easier)
  • A computer
• Provided by the company
  • Headset with a microphone

Availability

• Must be available to work a flexible schedule (including days, weekends, late evenings and holidays).
• Working can be on average 30 hours per week.
• Shift schedules are between 8:00 AM to midnight (E.S.T.)
• The training process (training and production) is virtual and will be between 2 weeks to 1 month.

We are pleased to offer flexible work options for this position. This role has the option to work out of a Cineplex location(s) and/or to work remotely from home at Cineplex’s sole discretion.  Such options are subject to change as required for business purposes.

Accessibility

Cineplex is 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 opportunities. 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 [email protected].

Interested applicants please apply today.

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

No Agency Calls Please

LANG: EN