515_Sales and Customer Experience - AUDIENCE_SERVICES_SUPERVISOR

Position Summary:

The Audience Services Supervisor, reporting to the Audience Services Manager, is responsible for daily supervision and guidance of the Audience/Patron Services team, primarily ensuring that the level of customer service maintains a high standard over the phone, online, and in person.

Position Elements:


* Supervise and monitor the daily activities of the Audience and Patron Services Representatives.


* Monitor productivity and performance of customer service representatives to observe employee demeanor, technical accuracy, and conformity to company policies.


* Conduct monthly call reviews of Audience and Patron Services Representatives while training and coaching them for success.


* Assist in scheduling staff to cover hours of operation.


* Prepare daily sales, customer service issue, call volume, and other reports as necessary.


* Ensure successful inbound sales, correct information, and be of help to the Representatives during escalated complaint calls.


* Communicate customer solutions and make outbound calls to patrons regarding escalated customer service issues.


* Anticipate escalation and take over calls when needed.


* Ensure compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity.


* Answer questions and recommend corrective services to address customer complaints.


* Build, establish, and maintain open lines of communication with representatives, peers, trainers, managers, and other areas of the organization to facilitate problem solving.


* Serve as an information resource to team members, including continuous update of policy, procedural, and informational data sources.


* Monitor individual, team, and department results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.


* Assist in the formulation of targets for individuals and teams.


* Devise ways to optimize procedures, keep staff motivated, and resolve grievances as needed.


* Keep management informed on issues and problems.


* Assist in other department projects and meetings as needed.


* Other duties as assigned.

Relationships:

Reports To: Audience Services Manager

Supervises: Audience Services Representatives

Interacts With: Patron Services

The Music Center and LA Phil venue Operations teams

Walt Disney Concert Hall, Hollywood Bowl, and The Ford Box Office

Assistant Director, Sales and Customer Engagement

Philanthropy

Marketing

Other LAPA staff as needed

Patrons

Position Requirements:


* Minimum of 5 years in a professional customer service capacity with at least 2 years of supervisory experience.



* Must be a self-starter who's able to handle a variety of tasks under tight pressure in a fast-paced environment while being flexible and willing to take initiative.


* Must have a strong ability to learn and retai...