What are the responsibilities and job description for the Customer Service & Sales Associate position at The Hanover Theatre and Conservatory?
Position Title : Customer Service & Sales Associate
Department : Communications
Reports to : Customer Service & Sales Manager
FLSA Designation : Part Time, Non-Exempt
DEPARTMENT OVERVIEW :
The communications department is responsible for generating earned revenue, supporting contributed income and maintaining our brand through the content distributed and published by The Hanover Theatre and Conservatory. Every member of our team supports the sales and strategic goals of THTC by being well-informed, detail oriented and resourceful in our daily tasks. Every member of our team strives to exemplify our values and behaviors as brand ambassadors for THTC.
POSITION PURPOSE :
Our customer service and sales associates are responsible for utilizing skills, tools and data available to provide exceptional customer service to all patrons and prospects. They support the organization's strategic and revenue goals and assist with communication projects as requested.
ESSENTIAL FUNCTIONS :
The following list of essential job functions is not exhaustive and may be supplemented as necessary.
1. Act as an active member of the sales team for calling campaigns and ticket sales to meet revenue goals.
2. Proactively, accurately and professionally respond to customer inquiries in person, via email and over the phone with regards to ticket sales, ticket exchanges, memberships, and event or building information.
3. Process subscription sales and single ticket sales and exchanges using Audience View ticketing system in person and over the phone.
4. Assist with communication and / or data projects as requested.
5. Serve as a brand ambassador for The Hanover Theatre and Conservatory by distributing materials and staffing events.
6. Assist in maintaining active social media presence, address customer feedback, and drive the organization's messaging by actively contributing to customer engagement on site and virtually.
7. Perform other duties as assigned.
OTHER ESSENTIAL FUNCTIONS :
1. Adhere to the organization's values at all times and in all interactions with staff, volunteers and members of the public.
2. Fully comply with the organization's rules and regulations for the safe and efficient operation of all spaces.
SKILLS AND SPECIFICATIONS :
The employee must possess the following knowledge, skills and abilities and be able to demonstrate that they can perform the above responsibilities and essential functions to a high level of competency, with or without reasonable accommodation.
1. Ability to work Monday through Saturday, 9 : 30 am-6 : 00 pm, and / or evening and weekend hours as required.
2. Ability to communicate in English proficiently, both verbally and in writing
a. Ability to read, listen and communicate in other languages is desirable but not required
3. Proficient computer skills with the ability to learn new software.
4. Ability to work in a fast-paced environment with attention to detail.
5. Ability to manage and coordinate numerous projects and tasks simultaneously in a busy, high-pressure environment.
6. Good cash-handling skills.
7. Ability to effectively deal with internal and external customers, donors and members with high levels of patience, tact and diplomacy.
PHYSICAL REQUIREMENTS :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodation.
1. Ability to lift, move, and / or carry up to 40 pounds at times.
2. Ability to sit for prolonged periods while assisting customers over the phone or in person.
EDUCATION AND QUALIFICATIONS :
1. High school diploma / equivalent or two years of related experience.
2. Two years of customer service or retail experience preferred.
3. Fluency in Spanish is desirable.
