Customer Service Manager

Warehouse Cinemas•Baltimore, MD

1d•Onsite

About The Position

At Warehouse Cinemas, we believe going out to the movies should feel more like an ‘afternoon with friends’ or an ‘evening out’ with that special person. We are seeking a skilled Customer Service Manager to join our team in Baltimore, MD. The Customer Service Manager is an integral part of our cinema leadership team, focusing on both employee training and event management to elevate the overall guest experience. This role is responsible for hiring and training movie theater team members to ensure exceptional service standards, planning engaging movie-themed events, and coordinating facility rentals. In addition to these duties, the Customer Service Manager serves as Manager on Duty, handling real-time customer service needs, team leadership, task delegation, and, when necessary, disciplinary action to maintain a high-functioning, customer-focused team. It is essential that the Customer Service Manager is highly organized, has excellent customer service skills, a strong attention to detail, and communicates effectively across departments in order to be successful in this role. Experience in training, events and customer service will provide a strong background in the position.

Requirements

Ability to work onsite at our facility in Baltimore, MD
Graduation with a High School diploma or equivalent required.
Working knowledge of Microsoft Office software including Word, Excel, and email
Ability to work weekends, evenings, and holidays as needed required

Nice To Haves

Associate or Bachelor's degree in hospitality or a related field a plus.
Prior experience in staff training and/or event management is strongly preferred
Prior experience at a movie theater preferred

Responsibilities

Recruit, hire, and develop Floor Team members with a focus on building core customer service skills
Oversee training programs for new hires, delegating specific training tasks to team leads as needed
Plan and facilitate all-staff training sessions with direction from the General Manager and Human Resources
Provide individualized coaching to team members to promote professional development, emphasizing customer service excellence
Lead and execute on-site events, including WC signature events, private screenings, and rentals, with direction from the Marketing team
Track and report event metrics, including ROI, to leadership
Collaborate with the General Manager and site management to assist with task planning and team management
Ensure compliance with WC standard operating procedures, including health and safety regulations
Cultivate a positive, customer-centered work culture that emphasizes teamwork, accountability, and growth