Department: Audience Services

Reports to: Audience Services Manager

Status: Non-Exempt

Summary:

The Lead Audience Services Representative is responsible for providing exceptional customer service to all guests. Lead Audience Services Representatives provide leadership and guidance to Audience Services Representatives and Associates by drawing upon advanced knowledge of Ensemble Arts Philly clients, products, practices, and policies. Lead Audience Services Representatives seek to coach Representatives and Associates through transactions and support team members with guest escalations. Lead Audience Services Representatives act as a first point of escalation for guests. They must maintain a constant focus on exceptional customer care and act as a poised representative of Ensemble Arts Philly and all client organizations that perform in our venues.

Essential Functions:

• Provide excellent customer service to all guests.
• Process single ticket and subscription orders, ticket exchanges, and ticket donations by telephone, mail, and in-person.
• Proactively seek to bolster client financial success through contribution asks, performance recommendations, and subscription conversions.
• Responsible for accurately processing subscription renewals, package changes, upgrades and orders arriving by mail, telephone, internet and telemarketing.
• Lead assigned shifts, providing support for the Patron Services Representatives and Associates and managing all queues to ensure timely response for all guests.
• Recognize when colleagues need help and offer practical support, including the ongoing mentoring of Patron Services Representatives and Associates.
• Provide timely response to patron requests for information received by mail, phone and email, as well as assisting in preparation of mailings and other communications with patrons.
• Perform regular project work including subscription seating, re-seating, customer service issue review or other projects as assigned by Audience Services managers.
• Assist in preparation of mailings and other communications.
• Work periodic subscription concert duty at subscription performances.
• Other duties as assigned.

Qualifications and Experience:

• High school diploma or equivalent required.
• 3-4 years of customer service in a retail, call center; Performing Arts a plus.
• Experience leading customer service representatives in a high quality customer service environment.

Knowledge, Skills and Abilities:

• Exhibits exceptional teamwork: including flexibility, respect, honesty, and tact.
• Visible leadership skills and a desire to adapt and advance in an evolving organization.
• Delivers superior customer care and connects with patrons.
• Dedication towards Same Call Resolution and ability to deescalate conflict.
• Strong communication skills and confident decision-making abilities.
• Advocate for patrons, displaying ownership of issues and comfort communicating feedback trends to management inform and better serve clients.
• Receptive to coaching and feedback, with a desire to improve individually and as a team.
• Excellent product knowledge, resourcefulness, and organization.
• Strong computer skills with emphasis on data entry and MS Office proficiency.
• Superb time management
• Understands that tardiness and absenteeism have a negative impact on the team, patrons, and clients.

Environment, Physical Demands and Other Conditions:

• Audience Services operates a hybrid contact center, with some team members assigned to work remotely. Team members will be assigned shifts to be worked remotely following a probationary period. All team members will work both in-office and remote shifts. Team members will provide a remote work environment free from distraction and suitable for professional encounters by telephone, email and online chat.
• Nights, weekends and holidays required.
• Office environment.
• Ability to navigate 5 city blocks to attend meetings and in person concert duty shifts.

Resume and cover letter are required when applying for this position.

The Philadelphia Orchestra and Kimmel Center, Inc. does not discriminate in employment on the basis of race, color, religion, gender (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, or military service.