Customer Service Manager

Warehouse Cinemas

Baltimore, MD

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JOB DETAILS

SKILLS

Coaching, Communication Skills, Customer Relations, Customer Service Management, Customer Support/Service, Detail Oriented, Disciplinary Action, Event Management, Facilities Management, Film, High School Diploma, Hospitality and Tourism, Human Resources, Interpersonal Skills, Leadership, Lift/Move 50 Pounds, Maintain Compliance, Marketing, Metrics, Microsoft Excel, Microsoft Office, Microsoft Word, Organizational Skills, Physical Demands, Project/Program Management, Regulations, Rentals, Return on Investment (ROI), Safety/Work Safety, Staff Training, Standard Operating Procedures (SOP), Team Lead/Manager, Team Player, Theater, Training Program, Warehousing

LOCATION

Baltimore, MD

POSTED

Today

At Warehouse Cinemas, we think differently about movie-going. 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.

Duties & 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

Qualifications

Ability to work onsite at our facility in Baltimore, MD
Graduation with a High School diploma or equivalent required. 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
Working knowledge of Microsoft Office software including Word, Excel, and email
Ability to work weekends, evenings, and holidays as needed required
Physical Demands: The chosen candidate will frequently be required to stand, walk, sit, climb, lift up to 50 lbs, and perform other similar duties

You might be a good fit if:

You're a true people person, and you're looking for a long-term career in the hospitality industry.
Having a positive impact on the career growth of young professionals is highly rewarding for you.
You love a positive team-centered working environment and aim to manage your team with this mentality.
You believe no job is too small. During an event, you're ready to set up tables and arrange the balloons right along with the team.
You see quality as a key component to a successful business. Quality products and quality customer service are top priorities for you and your team.
You are highly organized and have good systems in place to stay on top of all your tasks and priorities.

Sound like a great fit? Submit your application to apply!

Warehouse Cinemas is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information, or other protected class. Warehouse Cinemas is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation during our hiring process, please contact the hiring team at www.warehousecinemas.com/careers.

For more information on applicant rights under federal employment laws see Family Medical Leave Act (FMLA), Equal Employment Opportunity (EEO), and Employee Polygraph Protection Act (EPPA).

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

About the Company

Warehouse Cinemas

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