Guest Service Representative

John Gore Organization•New York, NY

3d•$20

About The Position

THE JOHN GORE ORGANIZATION is the leading presenter, distributor, and marketer of Broadway theatre worldwide. Under the leadership of theater producer and owner John Gore, its family of companies includes Broadway Across America, Broadway.com, The Broadway Channel, BroadwayBox.com and Group Sales Box Office. Its productions span Broadway, Off Broadway, London’s West End, Japan and 48 North American markets. It has won Tonys in every producing category as well as numerous other Drama League, Drama Desk and Olivier awards. We are committed to developing an inclusive and supportive culture, where employees have equal opportunity for growth. $20.00/ hour FLSA Status: Non-Exempt Summary The Guest Service Representative handles the day-to-day sales and service of Broadway.com guests, develops ongoing relationships with our current customers and cultivates new relationships to grow the business, and can handle and work with different types of customers. This role is responsible for providing accurate, efficient, and consistent “world-class” service to our guests, ensuring a dynamic service experience by phone, email, in person, or at an event. Every guest, every occasion, every time. This position is also responsible for being on time to work, having a positive and supportive attitude, showing respect and consideration for your work family, and being an active listener.

Requirements

Basic computer skills
Critical thinking
Service orientation
Reading comprehension
Oral and written communication
Time management
Ability to respond to common inquiries or complaints from customers, partners, or members of the industry
Ability to write emails that conform to prescribed style and format
Ability to effectively present information to customers, partners, or members of the industry

Nice To Haves

Prior box office experience, preferred
Prior experience with ticketing systems, preferred

Responsibilities

Answering phones
Assisting guests in person
Processing of tickets sales on multiple ticketing systems, including but not limited to single tickets/renewals/exchanges/reseats/refunds/cancellations/upgrades/reseats
Reading and responding to guests' emails
Proofing of materials/emails being sent to guests
Reviewing website/data entry on the website
Printing, fulfilling, and mailing tickets
Database entry and maintenance
Balancing close-out reports for work done that day and submitting paperwork and monies
Quality assurance monitoring of calls
Participating in weekly Team meetings, seminars, and training events as scheduled
Handling outbound calls which may consist of following up on unrenewed accounts, updating or informing guests of show/date changes, cancellations, payment plan declines, renewal deadlines, priority offers, survey calls about performances, follow-up calls after problem resolution
Working at the theatre as a Guest Service Representative during performances
Assisting at promotional functions to support Broadway Across America/Broadway.com
Participating in the ongoing development and organization of the Service Center and Organization as a whole
Special projects as directed by Service Center Manager and/or Supervisor