Customer Service Representative (Full-Time)

Customer Service Representative (Full-Time)

Sight & Sound is an organization comprised of people with diverse talents coming together as one in Christ to tell His story through who we are and what we do. We foster a culture of love for God and love for others, trust and teamwork, and a collaborative environment in which we get to do our best work every day.

The Customer Service Representatives is responsible for providing the highest quality of customer service for guests and potential guests who are seeking information and/or booking reservations for Sight & Sound through the Contact Center or Theatre Box Office.

This role may be slated as Contact Center only OR as Box Office with Contact Center. The Contact Center is operational six days a week in which employees will work five out of the six days.

This role has two variable shifts, which includes an early shift and a late shift. Customer Service Representatives work a combination of the following shifts throughout the week, including some Saturdays.

• The early shift schedule is 8:00 am to 5:00 pm Monday - Saturday (on Mondays the shift is 8:15 am to 5:15 pm).
• The late shift schedule is 10:45 am to 7:45 pm Tuesday - Saturday.
• Team members who are hired into the Box Office will rotate through the above listed shift times as well as some later and/or longer shifts on Tuesdays through Saturdays of 9:00 to 8:00 pm and 12:30 pm to 9:30 pm.

Lastly, the expectation is that the Customer Service Representative employee will work 40 hours per week. All shifts include a 1-hour unpaid lunch break.

Essential Duties and Responsibilities:

• Administer the highest level of quality Customer Service. For all Customer Service Representatives, this will include assisting guests over the phone. For Customer Service Representatives working in the Box Office, this will include assisting guests in person.
• Professionally and graciously meet customers' needs when addressing difficult problems or situations.
• Learn and utilize appropriate computer systems including Showtix (our ticketing software), Microsoft Teams, Outlook, SharePoint, Talkdesk (our phone & webchat system), etc.
• Communicate clearly and efficiently with leadership and the broader team in both locations.
• Complete daily tasks related to guest reservations in a timely manner.
• Demonstrate and support the culture of Sight & Sound in interactions with both guests and team members.
• Administer and remain informed with sales and business policies and procedures decided upon by leadership.
• All other duties as assigned.

Prerequisites:

• Strong computer skills
• Solid typing skills
• Excellent written and verbal communication, and excellent interpersonal skills
• Ability to remain calm and rational under the pressure and time demands in a fast-paced environment
• A willingness, desire, and ability to learn and serve
• Ability to think critically and problem-solve in partnership with leadership

Physical Demands:

The physical demands of this position are typical for a desk job. You will be at a desk most of the day, typically with the option to sit or stand. You may have to lift/exert up to 10 lbs. of force on occasion. The full physical requirements of this job are available upon request.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.