Job description
Position Title: Customer Relations Supervisor
Classification: Non-Exempt
Department: Customer Relations
Reports to: Customer Relations Manager
Supervises: Customer Relations Representatives
Accomplishes department objectives by supervising staff and organizing and monitoring work processes under tight deadlines in a fast-paced environment.

RESPONSIBILITIES:
1) Ensures the day-to-day operational needs of the department are being met.
2) Serves as first line of escalation for customer issues that cannot be resolved by Customer Service Representatives. Ensures that quality and customer service standards are met or exceeded.
3) Fulfills ticket requests for staff and orchestra.
4) Processes subscriber requests for seat upgrades in accordance with policy.
5) Responds to customer email correspondence on a timely basis to ensure customer satisfaction.
6) Manages and monitors phone system and voice broadcasts.
7) Takes minutes at weekly staff meetings and issues relevant information to staff within 24 hours of meeting.
8) Miscellaneous duties as required.

REQUIREMENTS:
We require a minimum of two years’ experience working within a call center or customer service department; prior Ticketing System experience, (Tessitura preferred); outstanding customer service and communications skills; working knowledge of Microsoft Office (Excel, Work and Outlook); must be detail-oriented and able to work well under pressure. Previous supervisory experience and the ability to work independently and resolve problems are also important. Our call center is a 7 day a week operation and schedules change monthly; the ability to work nights, weekends and holidays on a rotating basis is essential. Knowledge of classical music is helpful.

How to apply
Please send resume including salary history/requirements to: resumes@nyphil.org. Please indicate position for which you are applying in the subject line. We regret that we will be unable to respond to each applicant. We will only contact candidates being considered for interviews. No phone calls please.

EQUAL OPPORTUNITY EMPLOYER