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<div class=Section1>
<p class=MsoNormal align=center style='text-align:center'><b>Beck Center for
the Arts<o:p></o:p></b></p>
<p class=MsoNormal align=center style='text-align:center'><b>Job Description<o:p></o:p></b></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><b>POSITION (TITLE): Customer Service Manager<o:p></o:p></b></p>
<p class=MsoNormal><b><u><o:p><span style='text-decoration:none'> </span></o:p></u></b></p>
<p class=MsoNormal><b>REPORTS TO: Director of Marketing
& External Affairs <o:p></o:p></b></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><b>GENERAL DESCRIPTION: Full-time, salaried, exempt<o:p></o:p></b></p>
<p class=MsoNormal><b><o:p> </o:p></b></p>
<p class=MsoNormal><b>POSITION SUMMARY: </b><b>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.</b>
<o:p></o:p></p>
<p class=MsoNormal><u><o:p><span style='text-decoration:none'> </span></o:p></u></p>
<h2>RESPONSIBILITIES:<o:p></o:p></h2>
<p class=MsoNormal style='margin-left:.25in;text-indent:-.25in;mso-list:l6 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>1.<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>Sales: <o:p></o:p></p>
<ul style='margin-top:0in' type=disc>
<li class=MsoNormal style='mso-list:l4 level1 lfo2'>Manages and oversees all
theater ticket sales including subscriptions and flex passes. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l4 level1 lfo2'>Directs group sales effort
including: <o:p></o:p></li>
<ul style='margin-top:0in' type=circle>
<li class=MsoNormal style='mso-list:l4 level2 lfo2'>Generating new leads, <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l4 level2 lfo2'>Cultivation of new
business, <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l4 level2 lfo2'>Making outbound sales
calls, <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l4 level2 lfo2'>Renewing past group
buyers, <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l4 level2 lfo2'>Creating and executing
targeted sales campaigns, <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l4 level2 lfo2'>Managing the sales cycle
of all group sales orders, <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l4 level2 lfo2'>Accurately entering group
sales data into the ticketing system. <o:p></o:p></li>
</ul>
<li class=MsoNormal style='mso-list:l4 level1 lfo2'>Manages all rental sales
of the Beck Center facilities by outside individuals and groups. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l4 level1 lfo2'>Manages Customer Service
staff to take ticket sales and class registrations.<o:p></o:p></li>
</ul>
<p class=MsoNormal style='margin-left:.25in;text-indent:-.25in;mso-list:l6 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>2.<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>Operations: <o:p></o:p></p>
<ul style='margin-top:0in' type=disc>
<li class=MsoNormal style='mso-list:l0 level1 lfo3'>Manages customer service
center, staff, and volunteers for all events. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l0 level1 lfo3'>Oversees receptionist
function for the entire Beck Center operation. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l0 level1 lfo3'>Provides general,
technical, and network support for both ticketing and registration
software packages (once procured). <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l0 level1 lfo3'>Instrumental in the
implementation of new ticketing software and new registration software (to
be installed within the next 12 months)<o:p></o:p></li>
<li class=MsoNormal style='mso-list:l0 level1 lfo3'>Resolves customer
complaints and any emergent challenges. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l0 level1 lfo3'>Manages master calendar of
Beck activities. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l0 level1 lfo3'>Oversees the maintenance
of accurate patron and student information.<o:p></o:p></li>
<li class=MsoNormal style='mso-list:l0 level1 lfo3'>Works with the business
office to insure the timely procurement of paper, ticket stock, copier
supplies, and other office supplies.<o:p></o:p></li>
<li class=MsoNormal style='mso-list:l0 level1 lfo3'>Monitors the appearance of
the first floor sales and lobby area. Works closely with the Facilities
staff to insure facility is presentable and maintained.<o:p></o:p></li>
<li class=MsoNormal style='mso-list:l0 level1 lfo3'>Coordinates with the
Facilities staff on building hours, security, accessibility, repair needs,
and accident reports.<o:p></o:p></li>
</ul>
<p class=MsoNormal style='margin-left:.25in;text-indent:-.25in;mso-list:l6 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>3.<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>Customer Service Center Administration: <o:p></o:p></p>
<ul style='margin-top:0in' type=disc>
<li class=MsoNormal style='mso-list:l3 level1 lfo4'>Oversees the computerized
ticketing and education registration systems, including:<o:p></o:p></li>
<ul style='margin-top:0in' type=circle>
<li class=MsoNormal style='mso-list:l3 level2 lfo4'>Event set-up, <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l3 level2 lfo4'>Ticket design, <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l3 level2 lfo4'>Sales reconciliations, <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l3 level2 lfo4'>Reporting and analysis, <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l3 level2 lfo4'>Facility scheduling, <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l3 level2 lfo4'>System backups. <o:p></o:p></li>
</ul>
<li class=MsoNormal style='mso-list:l3 level1 lfo4'>Ensures accuracy of all
data input from all Customer Service Center staff so that appropriate
analyses can be made.<o:p></o:p></li>
<li class=MsoNormal style='mso-list:l3 level1 lfo4'>Oversees the opening and
closing of the ticket office. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l3 level1 lfo4'>Processes ticket mailings.
<o:p></o:p></li>
<li class=MsoNormal style='mso-list:l3 level1 lfo4'>Oversees shift cash-out
procedure and the preparation and reconciliation of daily ticket and
registration deposits. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l3 level1 lfo4'>Manages concession sales,
inventory, staffing, and financial reporting. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l3 level1 lfo4'>Oversees the distribution
of all mail, phone calls, deliveries, and other communications in an
accurate and timely fashion. <o:p></o:p></li>
</ul>
<p class=MsoNormal style='margin-left:.25in;text-indent:-.25in;mso-list:l6 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>4.<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>Department Supervision: <o:p></o:p></p>
<ul style='margin-top:0in' type=disc>
<li class=MsoNormal style='mso-list:l8 level1 lfo5'>Directly supervises
Assistant Customer Service Manager and all Customer Service
Representatives employed by the Customer Service Center.<o:p></o:p></li>
<li class=MsoNormal style='mso-list:l8 level1 lfo5'>Oversees department and
coordinates activities of center staff including interviewing, hiring,
scheduling, and training. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l8 level1 lfo5'>Recruits, trains, and
supervises volunteers and establishes and implements volunteer recognition
program. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l8 level1 lfo5'>Assists and fills in for
Customer Service staff when needed. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l8 level1 lfo5'>Interfaces with other Beck
Center supervisors and staff for successful communication and provides
department support when needed. <o:p></o:p></li>
</ul>
<p class=MsoNormal>5. Client Functions: <o:p></o:p></p>
<ul style='margin-top:0in' type=disc>
<li class=MsoNormal style='mso-list:l5 level1 lfo6'>Maintains positive client
relations and assists in filling client requests. <o:p></o:p></li>
</ul>
<p>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.<o:p></o:p></p>
<h2 style='text-autospace:ideograph-other'>QUALIFICATIONS:<o:p></o:p></h2>
<p class=MsoListParagraphCxSpFirst style='text-indent:-.25in;mso-list:l7 level1 lfo7'><![if !supportLists]><span
style='font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'>
</span></span></span><![endif]>Ability to familiarize oneself with different
venues including a working knowledge of the Beck Center for the Arts, its
programs, classes, partners, and activities.<o:p></o:p></p>
<p class=MsoListParagraphCxSpMiddle style='text-indent:-.25in;mso-list:l7 level1 lfo7'><![if !supportLists]><span
style='font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'>
</span></span></span><![endif]>Ability to plan and implement group and
subscription sales program.<o:p></o:p></p>
<p class=MsoListParagraphCxSpMiddle style='text-indent:-.25in;mso-list:l7 level1 lfo7'><![if !supportLists]><span
style='font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'>
</span></span></span><![endif]>Ability to train new employees and advise
current employees on the use of ticketing and education registration software.<o:p></o:p></p>
<p class=MsoListParagraphCxSpMiddle style='text-indent:-.25in;mso-list:l7 level1 lfo7'><![if !supportLists]><span
style='font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'>
</span></span></span><![endif]>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. <o:p></o:p></p>
<p class=MsoListParagraphCxSpMiddle style='text-indent:-.25in;mso-list:l7 level1 lfo7'><![if !supportLists]><span
style='font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'>
</span></span></span><![endif]>Ability to motivate, develop, and evaluate
subordinates.<o:p></o:p></p>
<p class=MsoListParagraphCxSpMiddle style='text-indent:-.25in;mso-list:l7 level1 lfo7'><![if !supportLists]><span
style='font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'>
</span></span></span><![endif]>Ability to handle multiple monetary transactions
in an accurate and prudent manner. <o:p></o:p></p>
<p class=MsoListParagraphCxSpMiddle style='text-indent:-.25in;mso-list:l7 level1 lfo7'><![if !supportLists]><span
style='font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'>
</span></span></span><![endif]>Strong speaking skills and logical thinking when
describing issues and framing approaches to solving problems. <o:p></o:p></p>
<p class=MsoListParagraphCxSpMiddle style='text-indent:-.25in;mso-list:l7 level1 lfo7'><![if !supportLists]><span
style='font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'>
</span></span></span><![endif]>Clear and concise written and verbal
communication skills with demonstrated success in a busy customer service
environment.<o:p></o:p></p>
<p class=MsoListParagraphCxSpLast style='text-indent:-.25in;mso-list:l7 level1 lfo7'><![if !supportLists]><span
style='font-family:Symbol'><span style='mso-list:Ignore'>·<span
style='font:7.0pt "Times New Roman"'>
</span></span></span><![endif]>Skill in learning new software programs and
applying this knowledge to perform the essential tasks of the position. <o:p></o:p></p>
<ul style='margin-top:0in' type=disc>
<li class=MsoNormal style='mso-list:l1 level1 lfo8'>Ability to maintain
accuracy in a fast paced customer service environment. <o:p></o:p></li>
</ul>
<ul style='margin-top:0in' type=disc>
<li class=MsoNormal style='mso-list:l2 level1 lfo9'>Knowledge of basic
accounting (proficient in basic ‘retail’ math). <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l2 level1 lfo9'>Knowledge and demonstrated
use of sales software.<o:p></o:p></li>
<li class=MsoNormal style='mso-list:l2 level1 lfo9'>Ability to maintain
flexible schedule as required by activity in the Center, including evenings,
holidays, and weekends.<o:p></o:p></li>
<li class=MsoNormal style='mso-list:l2 level1 lfo9'>Ability to lift and carry
up to 25 lbs. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l2 level1 lfo9'>Education: Two-year
business degree or equivalent work experience<o:p></o:p></li>
<li class=MsoNormal style='mso-list:l2 level1 lfo9'>Experience: Two (2) years
of work experience in three of the following: database management,
customer service, sales, staff management, or cash management. <o:p></o:p></li>
<li class=MsoNormal style='mso-list:l2 level1 lfo9'>Computer Skills: Two
(2) years of experience using Microsoft Word and Excel. Experience with
database management and desktop publishing software a plus.<br>
<br>
<o:p></o:p></li>
</ul>
<p class=MsoNormal style='margin-left:.25in'><o:p> </o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Respond
via e-mail to mransom@beckcenter.org <o:p></o:p></span></p>
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