What are the responsibilities and job description for the Ocean State Job Lot is hiring: Audience Services Supervisor in Los Angeles position at Ocean State Job Lot?
About Los Angeles Philharmonic Association
Founded in 1919, the Los Angeles Philharmonic Association presents, and promotes the performing arts in its varied forms at the highest level of excellence to a diverse and large audience, at Walt Disney Concert Hall, the Hollywood Bowl, The Ford, and YOLA.
Position : Audience Services Supervisor (Local 857 Treasurers & Ticket Sellers Union)
FLSA Grade : Full-Time, Non-Exempt
Salary : $29.49 / hour
Position Summary :
The Audience Services Supervisor, reporting to the Audience Services Manager, is responsible for daily supervision and guidance of the Audience / Patron Services team, primarily ensuring that the level of customer service maintains a high standard over the phone, online, and in person.
Position Elements :
- Supervise and monitor the daily activities of the Audience and Patron Services Representatives.
- Monitor productivity and performance of customer service representatives to observe employee demeanor, technical accuracy, and conformity to company policies.
- Conduct monthly call reviews of Audience and Patron Services Representatives while training and coaching them for success.
- Assist in scheduling staff to cover hours of operation.
- Prepare daily sales, customer service issue, call volume, and other reports as necessary.
- Ensure successful inbound sales, correct information, and be of help to the Representatives during escalated complaint calls.
- Communicate customer solutions and make outbound calls to patrons regarding escalated customer service issues.
- Anticipate escalation and take over calls when needed.
- Ensure compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity.
- Answer questions and recommend corrective services to address customer complaints.
- Build, establish, and maintain open lines of communication with representatives, peers, trainers, managers, and other areas of the organization to facilitate problem solving.
- Serve as an information resource to team members, including continuous update of policy, procedural, and informational data sources.
- Monitor individual, team, and department results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
- Assist in the formulation of targets for individuals and teams.
- Devise ways to optimize procedures, keep staff motivated, and resolve grievances as needed.
- Keep management informed on issues and problems.
- Assist in other department projects and meetings as needed.
- Other duties as assigned.
Relationships :
Reports To : Audience Services Manager
Interacts With : Patron Services
The Music Center and LA Phil venue Operations teams
Walt Disney Concert Hall, Hollywood Bowl, and The Ford Box Office
Assistant Director, Sales and Customer Engagement
Minimum Requirements :
The Los Angeles Philharmonic Association will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of the FCIHO.
Equal Employment Opportunity Policy
The Los Angeles Philharmonic Association embraces and is committed to diversity and inclusion within our staff, musicians, guest artists, audiences, and surrounding communities. The Association does not discriminate on the basis of race, color, religion, religious creed (including religious dress and religious grooming), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information, genetic information, marital status, gender, gender identity, gender expression, military status, veteran status, or any other basis protected by federal, state, or local law. Consistent with the law, the Association also provides reasonable accommodation for disabled applicants and employees in accordance with the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act, for pregnant employees who request an accommodation with the advice of their health care providers, for pregnancy, childbirth or related medical conditions; for employees who are victims of domestic violence, sexual assault or stalking; and for applicants and employees based on their religious beliefs and practices.
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Salary : $29
