Position: Customer Service & Special Events Executive Manager
About: Under the direct supervision of the Assistant Director Performing Arts & Customer Service, serve as Customer Service & Special Events Executive Manager of the Central Ticket Office. This position has overall responsibility for the day to day Customer Service provided by the Central Ticket Office including monitoring customer experiences, implementing customer service initiatives, coordinating customer service training, and managing two career staff area supervisors who oversee the day to day operations of the window walk-up service and the day to day operations of our telephone call center. Also included is the ticket management of academic arts events acting as a client liaison with the various departments and ensuring client needs are met.
Requirements: Skill in setting priorities accurately reflecting the importance of job responsibilities; Customer Service experience; More than two years experience in supervision of personnel working in customer service areas; Experience in supervising full-time career personnel; Skill in ticket management including working knowledge of event balancing and proper ticket audit procedures and controls, operations aspects of processing orders, ticket assignment, and allocation (Preferred); Skill in ticket seating assignment and the ability to make independent decisions regarding how best to solve seating improvement requests from a wide-ranging customer base (Preferred); Demonstrated working knowledge of computer software including Microsoft Office products; Skill in writing business correspondence, concise reports, and logical analytical studies (Preferred); Demonstrated skill in personnel supervision and personnel administration (Preferred); Skill in managing and organizing personnel, equipment, and material resources to provide the most efficient working environment; Ability to determine workflow needs and lead subordinate employees in specific projects to accomplish assigned tasks in prescribed time frames; Ability to analyze situations/systems, identify problems, and implement solutions with equanimity and impartiality; Ability to make decisions on immediate problems within the scope of authority based on proper knowledge of policies and procedures, including all pertinent NCAA rules and regulations; Demonstrated skill in developing methods of data collection and ability to determine information needs and how best to accumulate and report this data (Preferred); Ability to establish and maintain effective and cooperative working relationships with coworkers and the Central Ticket Office customers and clients, as well as other University departments; Demonstrated skill in dealing with customer complaints to sort out the facts and resolve the problem to the satisfaction of both the customer and department (Preferred); Demonstrated skill in generating innovative ideas and exploring alternative approaches and solutions to problems (Preferred); Display organizational skills as well as the ability to prioritize and complete assignments in a manner accurately reflecting the relative importance of job responsibilities without constant supervision; Ability to work under time constraints and with conflicting deadlines, frequent interruptions, and distractions; Ability to communicate effectively regarding policies, procedures, and situations regarding ticket management to supervised personnel; Ability to communicate in an effective manner with career staff with respect to annual evaluations or any disciplinary problems that may occur; Bachelor’s Degree in a relevant field is preferred; Detailed knowledge of ticketing systems; Detailed knowledge of Paciolan Ticketing System (Preferred)
Benefits: Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
