Call Center Customer Service Representative

Job Description

Job Description

West Coast Regional Season Ticket Office

Call Center Customer Service Representative

POSITION SUMMARY:

We are seeking a motivated and customer-focused individual with experience in AI tools, Zendesk, Salesforce, and live entertainment/theatre ticketing systems to join our Season Ticket Office Customer Service team. This role is ideal for someone passionate about delivering exceptional customer service while supporting Season Ticket Holders at some of the country’s top touring Broadway venues.

Customer Service Representatives provide accurate, up-to-date information over the phone, email and chat to current and prospective Season Ticket Holders in a friendly, professional, and solutions-oriented manner. This position requires strong attention to detail, technical adaptability, and a passion for live entertainment and patron care.

POSITION DETAIL: Part-Time: 29–30 hours per week | Paid Training: Monday–Friday, 9:00 AM – 4:00 PM (2–3 weeks) Shift Times After Training: Weekdays: Monday–Friday (hours vary) Saturdays: 8:30 AM – 3:30 PM

The ideal candidate is an enthusiastic self-starter with strong communication skills, a passion for customer service, and the ability to thrive in a productive, inclusive, and diverse team environment.

PRIMARY RESPONSIBILITIES:

• Maintain current and comprehensive knowledge of season programming across seven Broadway markets and related databases.
• Develop a strong understanding of market-specific rules, procedures, and resources.
• Access and manage Season Ticket Holder accounts for updating, renewing, selling, and maintaining accurate ticketing information.
• Navigate and utilize the Zendesk Knowledge Base to locate relevant patron and market information.
• Support inbound patron calls, email, and chat across seven different markets in collaboration with supervisors and peers.
• Perform patron service tasks including outbound call campaigns, order processing, payment assistance, issue resolution, and service recovery.
• Remain in phone, email and chat rotation to help maintain minimal patron wait times.
• Handle inbound and outbound communications through Zendesk Talk/Voice, Email, and Chat, while properly managing ticket statuses and documentation.
• Utilize Zendesk, Salesforce, AI-powered tools, and ticketing systems to improve patron experience and service efficiency.
• Participate in ongoing market training, seasonal updates, and lifecycle procedures.
• Maintain professional workplace etiquette and an organized workspace.
• Complete end-of-shift responsibilities, including reports and follow-up tasks.
• Perform additional duties as assigned by the Call Center Manager or Director of Season Ticketing.

PREFERRED QUALIFICATIONS:

• Previous call center or customer service experience preferred.
• Experience with Zendesk, Salesforce, and AI tools strongly preferred.
• Experience with live entertainment, theatre ticketing, or ticketing systems preferred.
• Ability to multitask and prioritize while working across several applications simultaneously.
• Strong attention to detail and organizational skills.
• Professional, dependable, articulate, and customer service-oriented demeanor.
• Strong written and verbal communication skills.
• Basic to intermediate proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Willingness to learn and adapt to evolving technology and customer service tools.
• Ability to communicate patiently, effectively, and professionally with patrons, management, and co-workers.
• Ability to resolve customer concerns and process requests efficiently and accurately.
• Mandatory completion of a 2–3 week paid training program, including Saturday training as needed.

ATTENDANCE EXPECTATIONS:

Consistent and reliable attendance is essential for this position. As part of a live customer service communication operation, staffing directly impacts the patron experience. Employees are expected to arrive on time, remain punctual throughout scheduled shifts, and adhere to attendance, break, and lunch policies.

REPORTS TO: Call Center Manager SCHEDULE: Part-Time (29–30 hours per week) STATUS: Non-Exempt COMPENSATION: $19.50 per hour

The Nederlander Organization is committed to fostering an inclusive, equitable, and respectful workplace. We value diversity and strive to create an environment where every employee feels welcome and empowered. We are proud to be an equal opportunity employer and encourage all qualified individuals to apply. Any offer of employment is conditional upon successful completion of a background check, consistent with California law and applicable Fair Chance Act requirements.