Customer Care Coordinator

POSITION SUMMARY

The Customer Care Coordinator provides the highest levels of service to guests at all points of contact which can include phones, web contact forms, emails, chatbot, and social media, and assists in the daily Customer Care Center operations for the Broward Center for the Performing Arts, The Parker and managed venues, The Rose & Alfred Miniaci Performing Arts Center, and Aventura Arts & Cultural Center. 

ESSENTIAL FUNCTIONS

• Coordinate the PACA venues call center activity, including interception of inbound calls and other communication for customer service and ticket sales.
• Assist with Customer Care Center team training.
• Assist in the creation and upkeep of ticketing standard operating procedures, training documentation, and staff work streams for monitoring, response or forwarding of ticketing inquiries received from all points of contact in a timely manner.
• Assist in ensuring that staff are accurately tracking and maintaining customer service standards in Ticketing Communication logs and ticketing system memos to facilitate accurate statistical data collection.
• Assist in working with the IT and Membership teams to add and maintain new member IDs in the Membership customer relationship management system, Raisers Edge to synchronize with Archtics account during daily automated process.
• Assist with the creation and communication of training materials to Ticketing staff and Digital Marketing team to assist customers with accessing digital tickets.
• Assist in the processes for the requesting, ordering, inventory control, and distribution of office supplies for Broward Center administrative department needs.
• Collaborate with internal departments to provide superior customer service to internal and external customers by responding to guest inquiries at all point of contact in a timely and effective manner.
• Maintain proper corporate etiquette to assist in answering all customer questions with accuracy and confidence and collaborate with internal departments and staff to facilitate positive guest experiences at all points of contact to help to address customer service issues, improve processes, and maximize revenue potential through customer retention.
• Assist with meter mail for all departments and prepare for the postal pick up at the end of the business day.
• Provide feedback to supervisors to enhance customer service opportunities.
• Provide support for Customer Care Center and Box Office event coverage as needed and assigned.
• Complete additional responsibilities as assigned.

CORE COMPETENCIES

• Customer focus - Understand the needs of the customer (internal & external) and act accordingly to create an exceptional experience.
• Teamwork - Work as a collaborative member of a group contributing to the overall mission, strategies, and goals.
• Accountability - Take ownership of deliverables and actions and contribute value to the organization.  Accept responsibility for actions and outcomes.

KNOWLEDGE AND ABILITIES

• Able to maintain a physical presence at designated work location, maintain regular attendance, punctuality, and work a flexible schedule including nights, weekends, and holidays, when required.
• Able to communicate effectively in English, both in writing and verbally. 
• Able to assist in all aspects of the Customer Care Center operations including developing and implementing quality assurance programs, training, checklists, and metrics.
• Able to operate and maintain basic office machines, such as a mail meter, printer, copier, and fax.
• Proficient at using main office phone console, phone tree organization, and routing calls.
• Able to demonstrate sound judgment, integrity, and ethical behavior in all daily activities.
• Able to work well effectively and efficiently in a fast-paced environment, adapt to changes, work on multiple projects simultaneously, set priorities, and meet short deadlines with limited supervision.
• Excellent customer service and appropriate, professional, and corporate demeanor, considerable tact, and courtesy when interacting with members of the public in a variety of situations.
• Proficient understanding of ticketing and relationship management systems; Ticketmaster, Archtics, Account Manager preferred.
• Proficient at navigating multiple software applications and Microsoft Office products simultaneously.
• Strong at problem-solving, conflict resolution, and escalating issues in a timely fashion to maintain customer satisfaction internally and externally.
• Proficient at responding to customer inquiries from web contact forms, emails, and phone calls while maintaining customer contact documentation in accounts and data logs.
• Skilled at training Customer Care Reps and Box Office Event staff and at completing checklist of skills that reps have achieved. 
• Knowledge of PACA's policies and procedures, especially regarding cyber-security.

SUPERVISOR RESPONSIBILITIES

• N/A

DESIRED EDUCATION AND EXPERIENCE

• A minimum of 1 year of experience in box office operations, or a demonstrated record of success, in customer service and sales.
• AA/AS Degree or higher preferred or equivalent combination of training and experience.