Customer Care Supervisor

POSITION SUMMARY

The Customer Care Supervisor provides the highest levels of service to guests at all points of contact which includes telephone, online web contact forms, customer emails, website chatbot and social media. This position supervises scheduling, performance reviews, training, and conflict resolution for Customer Care Center team members. The ideal candidate will possess strong communication skills, experience in customer service management, and proficiency with digital communication platforms that contribute to delivering first class customer service for the Broward Center for the Performing Arts and the managed venues.  

ESSENTIAL FUNCTIONS

• Supervise Customer Care team, including recruiting, hiring, training, coaching, and performance management.
• Supervise daily operations of the Customer Care Center, including managing internal and external ticket orders, handling scheduling, processing bi-weekly payroll submissions and approvals, and preparing reports for internal and external stakeholders.
• Contribute to the development and updating of the standard operating procedures for ticketing, training documentation, and staff workflows related to monitoring, responding, or forwarding ticketing inquiries from various contact points in a timely manner.
• Ensure accurate tracking and maintenance of customer service standards within Ticketing Communication logs and system memos to aid statistical data collection.
• Coordinate with IT and Membership teams to add and update member IDs in the Membership customer relationship management system, Raisers Edge, ensuring synchronization with Archtics accounts during automated daily processes.
• Collaborate with internal departments to deliver customer service and suggest digital solutions for ticketing issues affecting subscribers, internal clients and strategic programming partners, including but not limited to Broadway Across America and Slow Burn Theatre Co. 
• Maintain professionalism in responding to customer inquiries and work with internal teams to address customer service concerns, enhance operational processes, and support efforts aimed at customer retention and revenue growth.
• Stay informed about current customer communication technology and ticketing operations.
• Consider feedback from internal and external clients and staff to improve operational processes and customer service.
• Attend required internal and external meetings and training sessions to exchange information regarding coordination of Ticketing Department initiatives and objectives.
• Provide on-call and on-site assistance for the Customer Care Center and Box Office event coverage as needed.

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 for deliverables and actions and contribute value to the organization.  Accept responsibility for actions and outcomes.

KNOWLEDGE AND ABILITIES

• Capable of maintaining an on-site presence at designated work locations, ensuring consistent attendance and punctuality, and accommodating a flexible work schedule that may include nights, weekends, and holidays as required.
• Effective communicator in English, both written and verbal. Spanish fluency preferred. 
• Demonstrated ability to oversee all facets of Customer Care Center operations, including the development and execution of quality assurance initiatives, training programs, checklists, and performance metrics.
• Experienced in managing telephone systems, structuring phone trees, routing call queues, and collaborating with IT personnel for messaging updates.
• Proficient in utilizing Chatbot technology to monitor live AI Agent and Human Agent escalations and coordinating with IT and Marketing teams to lead communications with the Chatbot partner regarding necessary enhancements.
• Consistently exercises sound judgment, integrity, and ethical standards in all professional activities.
• Adept at thriving in fast-paced environments, adjusting to change, managing multiple projects simultaneously, establishing priorities, and meeting tight deadlines with minimal supervision.
• Exemplifies exceptional customer service and maintains a professional, courteous corporate demeanor when engaging with the public across various situations.
• Possesses advanced knowledge of ticketing and relationship management systems, including Ticketmaster, Archtics, and Account Manager.
• Skilled in navigating multiple software platforms and Microsoft Office applications concurrently.
• Strong problem-solving and conflict-resolution abilities, with a proven capacity to escalate issues promptly to ensure both internal and external customer satisfaction.
• Experienced in responding to inquiries across multiple channels and overseeing customer contact documentation within account and data log systems.
• Possess an enthusiastic attitude about hiring, training, scheduling, and managing customer service teams.

SUPERVISOR RESPONSIBILITIES

• Customer Care Coordinator
• Customer Care Representative(s) Part Time
• Box Office Representative(s) Event

REQUIRED EDUCATION AND EXPERIENCE

• A minimum of 2 years of experience, or a demonstrated record of success, in customer service and sales.
• AA/AS Degree or Higher preferred or equivalent combination of training and experience.