Description Position: Audience Services Supervisor (Local 857 Treasurers & Ticket Sellers Union)Department: Customer Engagement FLSA Grade: Full-Time, Non-ExemptSalary: $29.49/hourPosition Summary: 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. Position Elements:
- 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.
Relationships:Reports To: Audience Services Manager Supervises: Audience Services Representatives Interacts With: Patron ServicesThe Music Center and LA Phil venue Operations teams Walt Disney Concert Hall, Hollywood Bowl, and The Ford Box Office Assistant Director, Sales and Customer Engagement PhilanthropyMarketing Other LAPA staff as neededPatronsMinimum Requirements Position 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 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.
- Experience with Tessitura ticketing system a plus.
- Computer efficiency and fluent in MS Suite software.
- Available to work flexible hours including evenings, weekends, and holidays.
- Basic knowledge of classical music or training helpful.
The Los Angeles Philharmonic Association will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of the FCIHO.Equal Employment Opportunity PolicyThe Los Angeles Philharmonic Association embraces and is committed to diversity and inclusion within our staff, musicians, guest artists, audiences, and surrounding communities. The Association does not discriminate on the basis of race, color, religion, religious creed (including religious dress and religious grooming), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information, genetic information, marital status, gender, gender identity, gender expression, military status, veteran status, or any other basis protected by federal, state, or local law. Consistent with the law, the Association also provides reasonable accommodation for disabled applicants and employees in accordance with the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act, for pregnant employees who request an accommodation with the advice of their health care providers, for pregnancy, childbirth or related medical conditions; for employees who are victims of domestic violence, sexual assault or stalking; and for applicants and employees based on their religious beliefs and practices.