Guest Relations Supervisor
Chicago Architecture Foundation - Chicago, IL

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Job Description Duties and Responsibilities

Guest Service Support
  • Create and enforce standards that emphasize prompt, courteous, enthusiastic, knowledgeable, and consistent customer service by all agents working with the public and CAF members
  • Follow-up with and resolve customer questions, comments, and complaints
  • Provide trouble-shooting for customer issues regarding tour and ticketing related questions
  • Establish, maintain, and build relationships with small business clients for future promotions
  • Works with non-group, high-touch public sales clients and VIP clientele

Call Center and Box Office Operations
  • Supervise, plan, and manage functions concerning the Call Center and Box Office
  • Coordinate staffing and customer support materials with all CAF departments that utilize the call center including Tours, Public Programs, and Membership
  • Master all database, ticketing systems (including Ticket Master and Patrons Edge), and phone system (Black Box) necessary to support call center and box office operations and conduct trouble-shooting as needed
  • Provide support for Tours and Public Programs to monitor ticket inventory, accuracy of print and web information, and other customer information as needed
  • Works with the Visitor Services Volunteers in their efforts to support the Box Office and Tour department
  • Proactively think of ways in which CAF can grow ticket sales to exceed revenue goals
  • Responsible for providing appropriate Call Center and Box Office reports on a weekly and monthly basis
  • Responsible for reviewing and improving Call Center processes

Staff Training, Scheduling, and Supervision
  • Manage and direct the daily activities of guest relations staff and VSV
  • Responsible for supervision, scheduling, call monitoring, coaching, training, disciplining, and reviewing all agents or operators
  • Ensure the proper scheduling of Box Office and Call Center Associates to provide for an exceptional customer experience
  • Works with the Tour Operations Manager and Membership Manager to ensure that Call Center and Box Office agents are proactively selling tour offerings and membership during non-peak call center and box office times
  • Train staff and volunteers to acquire the appropriate support and training to apply the best skills and knowledge on the job
  • Train Call Center Staff on skills needed to sell tickets, complete transactions, explain membership benefits, etc
  • Act as the primary support to answer questions of Call Center Staff and VSVs, assign tasks, and give instruction as needed
  • Carry out performance measurement, monitoring, and evaluation of all Call Center Staff
  • Prepare and direct schedules, monitor attendance, and schedule breaks and shifts as necessary

Additional Responsibilities
  • Responsible for creating informative communications for Call Center and Box Office staff as well as for the Tour and Retail Departments as appropriate
  • Coordinates the details of meetings and events including room reservations, catering and other needs as assigned
  • Other duties as assigned

Qualifications
  • Bachelors Degree or Associates Degree with an emphasis in Management or Hospitality is required
  • Minimum of two years of working in a call center, box office, admissions, or tourism office is required
  • Previous supervisory experience is preferred
  • High level of comfort with technology and experience utilizing ticketing systems is required
  • Previous experience utilizing Ticket Master and Patrons Edge ticketing systems is preferred
  • Strong customer service skills and effective relationship building with all levels of the organization and its partners is required
  • Detail oriented, ability to prioritize and multi-task, good decision-making and communication skills, maintains calmness under high pressure
  • Experience creating reports, interpreting the data, and being able to provide recommendations based on the data is required

Additional Information Chicago Architecture Foundation is an Equal Opportunity Employer.

Chicago Architecture Foundation - 2 years ago - save job