Audience Services Supervisor (Sales and Customer Experience)

Audience Services Supervisor

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 Services, The Music Center and LA Phil venue Operations teams, Walt Disney Concert Hall, Hollywood Bowl, The Ford Box Office, Assistant Director, Sales and Customer Engagement, Philanthropy, Marketing, Other LAPA staff as needed, Patrons

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 a 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.
• Highly proficient in standard office software, including advanced MS Suite capabilities.
• Available to work flexible hours including evenings, weekends, and holidays.
• Basic knowledge of classical music or training is helpful.
• Bilingual or multilingual candidates encouraged to apply.

The Los Angeles Philharmonic Association will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

Equal Employment Opportunity Policy

The Los Angeles Philharmonic Association is committed to provide equal employment opportunity for all applicants and employees. 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 applicable law, the Association also provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures.