515_Sales and Customer Experience - AUDIENCE_SERVICES_SUPERVISOR

Los Angeles Philharmonic Association•Los Angeles, CA

21h•$31

About The Position

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. This role involves monitoring productivity and performance, conducting call reviews, assisting with scheduling, preparing reports, and ensuring successful inbound sales and customer issue resolution. The supervisor will also handle escalated calls, communicate solutions, and ensure compliance with company policies. Additionally, they will serve as an information resource, monitor performance trends, assist in target formulation, optimize procedures, and keep management informed of issues. The role also includes assisting in other department projects and meetings as needed, along with other assigned duties.

Requirements

Minimum of 5 years in a professional customer service capacity with at least 2 years of supervisory experience.
Must be a self-starter who’s able to handle a variety of tasks under tight pressure in a fast-paced environment while being flexible and willing to take initiative.
Must have a strong ability to learn and retain new information.
Positive “can do” attitude with strong interpersonal skills while building effective ways to communicate in a clear and courteous manner with patrons and staff.
Strong analytical skills to collect appropriate data and make good decisions quickly.
Established supervisory and sales skills with the ability to work well with a team in a fast-paced environment.
Ability to represent the organization with an upbeat, friendly, clear, and professional presence in meetings, on the phone, and other communication channels.
Genuine personality and ability to inspire trust and credibility to support all Representatives and colleagues.
Strong verbal and written communication skills.
Highly proficient in standard office software, including advanced MS Suite capabilities.
Available to work flexible hours including evenings, weekends, and holidays.

Nice To Haves

Experience with Tessitura ticketing system a plus.
Basic knowledge of classical music or training is helpful.
Bilingual or multilingual candidates encouraged to apply.

Responsibilities

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.