Customer Relations Specialist TEMP

Regal•Knoxville, TN

8d•Hybrid

About The Position

Regal is hiring two temporary Customer Relations Specialists to serve as points of contact for guests. The role involves resolving concerns, answering questions, and supporting a positive guest experience that reflects Regal’s commitment to service. The work contributes to guest satisfaction, brand reputation, and customer loyalty. Specialists collaborate across the business to resolve issues, identify trends, and improve experiences for movie fans. The position follows a hybrid schedule of four days in the office and one day from home each week.

Requirements

Experience providing exceptional customer service and an interest in helping people solve problems.
Ability to remain calm, professional, and solutions-focused when handling challenging or escalated customer situations.
Effective communication skills, including strong writing, grammar, phone, and interpersonal skills.
Comfort learning and using multiple technology platforms, with the ability to adapt quickly to new systems and processes.
Ability to investigate issues, gather facts from multiple sources, and exercise sound judgment about next steps or escalation.
Ability to work well with cross-functional teams, build positive relationships, and maintain high standards of service and professionalism.
Strong organization and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
Enjoyment of creating outstanding guest experiences and a passion for movies and entertainment.

Responsibilities

Respond to guest questions, concerns, and feedback through email, phone, and social media, providing prompt, professional, and empathetic support.
Investigate and resolve customer issues by working across departments and collaborating with theatre leadership to gather information and determine appropriate solutions.
Escalate legal, public relations, fraud, and other sensitive concerns to management and appropriate internal teams when necessary.
Assist guests with subscription, loyalty program, website, mobile app, and promotion-related inquiries, ensuring accurate and timely resolution.
Use internal tools and systems, including CRM platforms, social media management tools, and Microsoft applications, to document interactions and manage cases.
Analyze customer feedback and recurring concerns, identify trends, and communicate improvement opportunities to theatre and corporate leadership.
Provide Level I technical support to guests and theatre teams while maintaining confidentiality and professionalism.