Guest Satisfaction Manager

Overview:
The Guest Satisfaction Manager will ensure effective and efficient customer service and professional guest relations, including but not limited to guest feedback and escalated customer service issues. Serves as the ticketing contact for Producer’s Circle members. Perform related duties as required. Reports to the Director of Ticketing Sales and Customer Service.

Responsibilities:
• Demonstrate a commitment to customer and quality service by modeling the image of the organization, communicating customer service philosophies, brand, standards, and orienting others in effective customer service strategies
• Implement tracking and training programs to ensure all ticketing staff are providing the same levels of excellence during guest interactions
• Recommend new or revised department policies and procedures to the Director of Ticketing Sales & Customer Service
• Train and guide Customer Service Representatives on customer service as appropriate in conjunction with the Manager of Sales and Services
• Administers overall customer service policies
• Design, implement and maintain responsive customer service initiatives
• Oversee pre and post-show box office operations as appropriate
• Maintain various reports for internal and external partners including but not limited to customer service, financial statements, seat inventory, and sales
• Track all customer feedback and review the resolutions with the Director of Ticket Sales on a weekly basis
• Serve as the main point of contact in the ticketing department for Producer’s Circle Members
• Prepare event settlement statements on behalf of ticketing for events as scheduled from various systems
• Provide a higher level of customer service and guest relations through verbal and written communication
• Work closely with all internal departments for cross-promotional initiatives
• At all times maintain high standards, and positive attitude
• Prioritize and set deadlines for own work to meet all deadlines and ensure ideal results
• Uphold Blumenthal Performing Arts mission through work performed
• Responsible for staying current on the latest industry trends and techniques
• Other duties as assigned

Qualifications:
• Bachelor’s degree or equivalent combination of education and experience
• Five (5) or more years’ experience in live events, preferably ticketing
• Three (3) years of supervisory experience
• Excellent computer skills with experience using word processing, spreadsheet, database and presentation software
• Proficiency in Microsoft Office 365
• Proficient in ticketing software and systems
• High level of attention to detail
• Customer focused approach
• Excellent interpersonal verbal and written communication skills
• Exhibits a positive attitude with interpersonal skills
• Maintain confidential information
• Proactive approach to problem-solving with strong decision-making skills
• Ability to work flexible hours, including evenings, weekends, and holidays

Competencies:
• Building team environment
• Customer skills
• Dependability
• Ensures training in new technologies
• Managing multiple priorities
• Productivity
• Quality of work
• Relationship building/networking
• Time management
• Training and development
• Writing skills
• Guest de-escalation

Salary:
$50,978-63,721/year (Full Time Exempt position)