This position will supervise daily processing in the Ticketing/Customer Service Call Center. The position works closely with upper levels of management, requires a high level of confidentiality and the ability to work and think clearly under pressure.
Primary Responsibilities
- Essential job functions
- Supervises all inbound call center Customer Service Representatives and their daily responsibilities.
- Assists Customer Service Representatives with problem solving functions.
- Understands department processing priorities and assigns tasks accordingly.
- Responsible for Quality Monitoring of Customer Service Representatives as required by the department.
- Understands call center system including: Customer Service Representatives QA monitoring, call volume anomalies and trouble notification for call center system or service problems.
- Interprets and understands call center reports.
- Works with the call center system to monitor call/chat/email delivery and staff availability.
- Directly responsible for supervising and achieving established department service and sales levels.
- Manages the training reinforcement, along with the metrics, measurements, monitoring and rewards programs of the upsell initiative.
- Communicates effectively with various departments in order to completely understand interdepartmental relationships.
- Professionally communicates call center issues to Manager of Call Center and Donor Relations.
- Updates staff when necessary regarding Met performance changes, policy or procedure modifications.
- Support and assist with implementing new project initiatives: Live in HD systems support, Met on Demand, ABT, Met App and WebStore.
- Performs all Customer Service Representative processes for Metropolitan Opera and ABT customers, for example: answer calls/chats/e-mails in queue, handle and resolve customer inquiries, process order requests and process customer correspondence upon request in a manner that meets standards for service quality, call quality, and production.
- Receives calls/chats/e-mails, analyzes customer needs and preferences; provides the appropriate information and response; and captures the relevant data.
- Responds accurately and promptly to customer calls/chats/e-mails; uses tact, patience, and good judgment in dealing with customers and their problems irrespective of the issue or the customer’s manner.
- Executes all procedural steps by using the automated system, reference materials, and other documentation to capture and deliver accurate and complete information.
- Communicates call center issues in a professional and accurate manner. Accepts and applies feedback given by training, and management staff.
- Communicates and works with co-workers when necessary for information exchange and inquiry resolution.
- Responsible for adhering to ADA compliance communications, assisting and ticketing.
- Professionally communicates Metropolitan Opera membership information, performance details and changes and policy or procedure modifications to customer base.
- Acts as a role model for practicing company policies and procedures professionally.
- Actively demonstrates teamwork.
- Other duties and responsibilities
- Assists with all supervisor calls and customer contact.
- Works with trainer to identify individual Customer Service Representatives’ strengths and weaknesses to assist with staff development.
- Maintains staff schedule.
- Supports Manager of Call Center and Donor Relations.
Skills and Qualifications
- One (1) year prior supervisory experience.
- Two (2) to three (3) years experience in a customer service environment.
- Computer literate, knowledge of Word and Excel.
- Prior ACD experience preferred.
- Knowledge of Tessitura.
- College courses preferred or equivalent experience.
- Professional demeanor.
- Knowledge of ticketing and customer service business practices.
- Experience in a fast pace and changing environment.
- Demonstrated ability to understand and analyze the magnitude of customer issues and construct appropriate resolutions.
- Proven ability to convey company policy in a professional manner to the customer and staff.
Physical Demands
- Strong problem solving skills.
- Capable of working independently with occasional direction and instructions and the ability to work and think clearly under pressure.
- Excellent interpersonal and communication skills, both written and verbal.
- Team player attitude.
- Good organizational skills.
- Flexible schedule. Ability to work additional hours and weekends when necessary.
- Strong leadership and motivation skills.
The Metropolitan Opera believes that diversity is critical to our success and growth as a leading performing arts institution and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Our goal is to be a diverse workforce that is representative, at all job levels, of the communities we serve.
The Metropolitan Opera is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and existing employees without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, citizenship status, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, or any protected category prohibited by local, state or federal laws.
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