[NEohioPAL] Customer Service Asst. Manager - Beck Center for the Arts

[Mike Ransom]

Beck Center for the Arts

Job Description

 

POSITION (TITLE):           Assistant Customer Service Manager

 

REPORTS TO:                     Customer Service Manager 

 

GENERAL DESCRIPTION:         Part-time, hourly, non-exempt

 

POSITION SUMMARY:  The Assistant Customer Service Manager assists the
Customer Service Manager in managing the daily operations of the Beck
Center for the Arts Customer Service Center and serves as the direct
supervisor of the Customer Service staff in the absence of the Customer
Service Manager.  Additional duties include sales, departmental
operations and administration, and client interface.

 


RESPONSIBILITIES:


1.      Sales: 

*	Assists with all theater ticket sales, including subscriptions,
flex passes, group and sales, including:

	*	Generating leads, 
	*	Cultivating new business, 
	*	Making outbound sales calls, 
	*	Renewing past group buyers, 
	*	Creating and executing targeted sales campaigns, 
	*	Ensuring top level client service, 
	*	Recording group sales orders by answering the general
sales calls, and entering data into the ticketing system. 

*	Assists with rental sales of the Beck Center by outside
individuals and groups. 
*	Manages the sales staff to take ticket sales and class
registrations in the absence of the Customer Service Manager.

2.      Operations: 

*	Prepares customer service center, staff, and volunteers for
events. 
*	Provides general, technical, and network support to staff and
Beck Center clients. 
*	Assists in resolving customer complaints and resolves any
emergent challenges or customer service issues. 
*	Monitors the appearance of the first floor sales and lobby area
and works closely with the Facilities staff to ensure facility is
presentable and well-maintained.
*	Coordinates with the Facilities staff on building hours,
security, accessibility, repair needs, and accident reports. 
*	Works closely with the Customer Service Manager in order to
effectively manage and maintain the Customer Service Center operations. 

3.      Customer Service Center Administration: 

*	Manages and maintains the computerized ticketing and education
registration systems, including: 

	*	Event set-up, 
	*	Ticket design, 
	*	Sales reconciliations, 
	*	Reporting and analyses, 
	*	System backups. 

*	Performs extensive data entry of an analytical nature. 
*	Opens and closes ticket office. 
*	Processes ticket mailings. 
*	Manages and oversees cash-out procedures. 
*	Maintains components of the website as it relates to the
ticketing/registration software. 
*	Oversees the preparation and reconciliation of daily deposits
and financial business for the box office as needed. 
*	Assists with concession sales, inventory, staffing, and
financial reporting.
*	Maintains accuracy in a fast paced customer service environment.

*	Assists with the distribution of all mail, phone calls,
deliveries, and other communications in an accurate and timely fashion.


4.      Department Support: 

*	Assists and fills in for Customer Service staff when needed. 
*	Interfaces with other Beck Center supervisors and staff for
successful communication and provides support for other departments as
needed. 
*	Oversees department in Manager's absence and coordinates
activities of staff and volunteers, including assisting with
interviewing, hiring, scheduling and training.

5.      Client Functions: 

*	Maintains positive client relations by assisting in filling all
client requests in a timely and service-oriented manner. 

This job description is a general description of essential job
functions. It is not intended as an employment contract, nor is it
intended to describe all duties someone is this position may perform.
All employees of the Beck Center for the Arts are expected to perform
tasks as assigned by their manager, regardless of job title or routine
job duties.


QUALIFICATIONS:


*         Ability to familiarize oneself with different venues,
including a working knowledge of the Beck Center for the Arts, its
programs, classes, partners, and activities.

*         Ability to train new employees and advise current employees on
the use of ticketing and education registration software.

*         Ability to remain calm and react in a responsible manner in
hectic environments. 

*         Ability to motivate, develop, and evaluate subordinates.

*         Ability to handle multiple monetary transactions in an
accurate and prudent manner. 

*         Strong speaking skills and logical thinking when describing
issues and framing approaches to solving problems. 

*         Clear and concise written and verbal communication skills with
a strong focus on customer service.

*         Skill in learning new ticketing and education registration
software programs and applying this knowledge to perform the essential
tasks of the position. 

*         Skill in resolving customer concerns and issues in a fast and
friendly manner. 

*	Ability to maintain accuracy in a fast paced customer service
environment. 
*	Knowledge of basic accounting math. 
*	Knowledge and demonstrated use of any sales software.
*	Ability to maintain flexible schedule as required by activity in
the Center, including evenings, holidays, and weekends.
*	Ability to lift and carry up to 25 lbs. 
*	Education: High School Diploma or equivalent 
*	Experience: One (1) year work experience in two of the
following: database management, customer service, staff supervision,
sales, or cash management. 
*	Computer Skills: Two (2) years of experience using Microsoft
Word, Excel, and the web. 

 

 

Respond via email to mransom at beckcenter.org 

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