Lyric Opera of Chicago | Inbound Call Center Assistant

Submitted by ttuckett on Thu, 04/19/2018 - 1:08pm

Reports to:    Customer Service and Call Center Manager
Status:           Part-Time (29 hr/week), non-exempt
 

Duties and Responsibilities:

Under the direction of the Call Center Manager the Inbound Call Center Assistant will:

  • Provide day-to-day supervision of Call Center staff including:  assignment and monitoring of routine/ongoing work flow, efficient resolution of all customer service issues, orientation, training, scheduling, evaluation and resolution of any minor productivity / personnel issues when the Call Center Manager is absent from the room.
  • Serve as a trainer for new hires. Responsibilities include: Solidifying a training schedule for each new hire, conduct a tour of the house, and introduce each new hire to Tessitura.
  • Assist with the on-going development of Ticket Department Policies and Procedures especially as this relates to Call Center staff.
  • Manage day-to-day work assignments of Call Center staff.
  • Answer phones and provide customer service to subscribers and single ticket buyers; perform data entry on Tessitura and, assist with other department projects as assigned.
  • In the absence of the Call Center Manager, Assistant will be asked to make sensitive patron related decisions.

Management retains the right to change or add duties of the position at any time.

Work Conditions:

  • Sitting for extended periods of time.
  • Ability to operate a computer keyboard, mouse, and to handle other office equipment.
  • Business hours: 9am – 9pm Weekdays, 10am-5pm Saturdays, 10am-2pm Sunday
Requirements
Skills & Qualifications: 

Knowledge and Skills:

Previous experience in a customer service role within a high-volume telephone sales or order processing environment is essential, including:

  • Demonstrated skills in (creative) problem-resolution and superior customer service
  • Excellent customer service phone sales skills, strong detail/multi tasking capabilities, good mathematical aptitude, and proficiency with personal computer software (MS-Office)
  • Strong written, oral & interpersonal skills are essential, including the ability to interact effectively (both in person & via telephone) with a wide variety of patrons.
  • Must be able to work during day, evening & weekend hours.

Previous experience in ticketing and knowledge of computerized ticketing systems (Tessitura) is very desirable; familiarity with music and/or opera helpful.

To Apply: 

 

Please forward a resume and cover letter denoting the position of interest to the Human Resources Department at audienceservices.apply@lyricopera.orgor mail to: Lyric Opera of Chicago, Attention: Human Resources, 20 N. Wacker Drive, Suite 860, Chicago, IL 60606. Please let the subject line indicate the position(s) for which you are applying within the Audience Services Department.