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

[Mike Ransom]

Beck Center for the Arts

Job Description

 

POSITION (TITLE):           Customer Service Manager

 

REPORTS TO:                     Director of Marketing & External Affairs


 

GENERAL DESCRIPTION:         Full-time, salaried, exempt

 

POSITION SUMMARY:  The Customer Service Manager manages the daily
operations of the Beck Center for the Arts Customer Service Center. This
includes sales and reporting, ticketing, registration, facilities
scheduling and rentals.  The Manager establishes, models, and maintains
a flexible, professional, and welcoming customer service-oriented
culture and atmosphere, and serves as the point of contact for the
Customer Service staff. 

 


RESPONSIBILITIES:


1.      Sales: 

*	Manages and oversees all theater ticket sales including
subscriptions and flex passes. 
*	Directs group sales effort including: 

	*	Generating new leads, 
	*	Cultivation of new business, 
	*	Making outbound sales calls, 
	*	Renewing past group buyers, 
	*	Creating and executing targeted sales campaigns, 
	*	Managing the sales cycle of all group sales orders, 
	*	Accurately entering group sales data into the ticketing
system.  

*	Manages all rental sales of the Beck Center facilities by
outside individuals and groups. 
*	Manages Customer Service staff to take ticket sales and class
registrations.

2.      Operations: 

*	Manages customer service center, staff, and volunteers for all
events. 
*	Oversees receptionist function for the entire Beck Center
operation. 
*	Provides general, technical, and network support for both
ticketing and registration software packages (once procured).  
*	Instrumental in the implementation of new ticketing software and
new registration software (to be installed within the next 12 months)
*	Resolves customer complaints and any emergent challenges. 
*	Manages master calendar of Beck activities. 
*	Oversees the maintenance of accurate patron and student
information.
*	Works with the business office to insure the timely procurement
of paper, ticket stock, copier supplies, and other office supplies.
*	Monitors the appearance of the first floor sales and lobby area.
Works closely with the Facilities staff to insure facility is
presentable and maintained.
*	Coordinates with the Facilities staff on building hours,
security, accessibility, repair needs, and accident reports.

3.      Customer Service Center Administration: 

*	Oversees the computerized ticketing and education registration
systems, including:

	*	Event set-up, 
	*	Ticket design, 
	*	Sales reconciliations, 
	*	Reporting and analysis, 
	*	Facility scheduling, 
	*	System backups. 

*	Ensures accuracy of all data input from all Customer Service
Center staff so that appropriate analyses can be made.
*	Oversees the opening and closing of the ticket office. 
*	Processes ticket mailings. 
*	Oversees shift cash-out procedure and the preparation and
reconciliation of daily ticket and registration deposits.  
*	Manages concession sales, inventory, staffing, and financial
reporting. 
*	Oversees the distribution of all mail, phone calls, deliveries,
and other communications in an accurate and timely fashion.  

4.      Department Supervision: 

*	Directly supervises Assistant Customer Service Manager and all
Customer Service Representatives employed by the Customer Service
Center.
*	Oversees department and coordinates activities of center staff
including interviewing, hiring, scheduling, and training. 
*	Recruits, trains, and supervises volunteers and establishes and
implements volunteer recognition program. 
*	Assists and fills in for Customer Service staff when needed. 
*	Interfaces with other Beck Center supervisors and staff for
successful communication and provides department support when needed. 

5. Client Functions: 

*	Maintains positive client relations and assists in filling
client requests. 

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 plan and implement group and subscription sales
program.

*         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 and resolve customer concerns and issues in a fast
and friendly manner. 

*         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
demonstrated success in a busy customer service environment.

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

*	Ability to maintain accuracy in a fast paced customer service
environment. 

*	Knowledge of basic accounting (proficient in basic 'retail'
math). 
*	Knowledge and demonstrated use of 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: Two-year business degree or equivalent work
experience
*	Experience: Two (2) years of work experience in three of the
following: database management, customer service, sales, staff
management, or cash management. 
*	Computer Skills: Two (2) years of experience using Microsoft
Word and Excel. Experience with database management and desktop
publishing software a plus.
	
	

 

Respond via e-mail to mransom at beckcenter.org 

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