Service Center Team Lead
22 hours ago
San Antonio
Job Description Service Center Team Lead Part of the Service Center Team, your manager is the Service Center Manager This role is a Full Time position based in our Central San Antonio Offices. In-person work is required. $14-15/hr, 2 FT by mid-December The Service Center Team Lead Role You will report to the Service Center Manager and be responsible for supporting the operational management of the Service Center Representatives. This will include completing the core role of Service Center Representative whenever it is needed. As a Service Center Team Lead at ATG Entertainment, you will play a pivotal role in upholding our renowned customer service standards. You will be a specialist in handling customer call and email queries, and model what outstanding customer service looks like. You will deputize for the Manager when needed and support your Manager with the ongoing coaching and development of your team. The role will be fully office-based. You will be the first point of contact in resolving any customer complaints and support team members when needed in how to resolve issues most effectively. You will keep your product knowledge up to date and be a specialist in ATG customer process and procedures. There will be an element of people management arising in aspects of this role, so you must be confident and willing to learn how to self-develop in this area to build on your current knowledge and experience. You will attend departmental meetings and training sessions, when possible, to be able to contribute to initiatives or ways of working and help to continue to engage the wider team. Key responsibilities • Maintains composure and fairness while handling complaints, ticketing problems, and customer service issues within the procedures and guidelines of ATG Entertainment, • To handle inbound and outbound customer calls in a way that demonstrates ATG Entertainment’s key values, to ensure you are providing excellent customer service, dealing efficiently and effectively with any customer feedback both internally and externally, • To sell tickets for ATG Entertainment’s venues, productions, events, F&B offerings, and more as required, • Cover and complete the role of Manager when needed., • Support in the management of team attendance, including absence processes., • Be a specialist in all customer queries and of the ATG Entertainment offerings., • Conducting quality assurance evaluations, • Support your Manager and provide tailored coaching and development for your team., • Identify and coach your team to spot where additional products would be suitable for customers., • Ensuring overtime and absence are logged correctly and making real-time adjustments to the team's schedule., • Championing business updates and facilitating/supporting team Town Halls and running a variety of training sessions., • Monitoring live dashboards to ensure timely handling of team performance and customer queries., • Collaborating with key decision makers across the Service Center and business., • Collecting and presenting performance statistics when needed., • Acting as a feedback champion within the team on ways of working and new process improvements., • To provide general office support: data entry, mail, filing, shredding, and other various projects assigned., • To maintain a clean and safe office environment, • To keep up to date knowledge of productions, events, education activities, and retail packages etc. to drive best in class customer satisfaction scores, • To attend departmental / team meetings and training courses as required to further personal development, improve customer satisfaction scores and support sales initiatives when required, • To administer all payment transactions accurately, and with no discrepancy to minimize loss of income and fraud, • To collect patron data in accordance with company guidelines, and ensuring PCI compliance, and to ensure accurate data is collected to maximize efficiency in future sales and marketing campaigns, • To adhere to ATG Entertainment’s Risk policies, and to behave so as to minimize the risk of accident and injury (of self, or of colleagues and customers), • Other duties and responsibilities as may from time to time be reasonably required by the management team, • Identify service problems, feedback, and where applicable recommend solutions, • To perform all duties efficiently and with high attention to detail, • Act as Service Center Representative with duties as assigned, when needed. Additionally, you will be responsible for various ad-hoc duties, including but not limited to; • Conducting trainee probation reviews, • Support in handling people management issues, • Escalating crisis situations as needed., • Upskill in new tasks and procedures as the department evolves, e.g. learning to script., • Assisting in training initiatives, including onboarding and wider CS training, • Supporting recruitment & onboarding, and managing onboarding and offboarding processes, • Updating Representatives throughout shifts. Your skills, qualities, and experience. If you are able to demonstrate many of the essential criteria, we encourage you to apply, and welcome transferable skills from other industries or backgrounds. Essential • Excellent leadership and team management abilities, • Superior written communication skills, • The ability to multi-task and stay organized., • Experience in customer service, especially a call center or ticket office (knowledge of AudienceView Unlimited a plus)., • Have experience with Microsoft Office, Zendesk, and Slack., • Flexibility to work holidays, nights and weekends., • Shift schedules may change with little notice to support the business needs. Everyone’s responsibility Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our core values, by: • Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being., • Playing your part in reducing our environmental impact and finding more sustainable ways of working., • Encouraging the next generation in live entertainment by contributing to our outreach and training programs, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work., • Having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures. You’ll help us uphold a positive culture around meeting our obligations. We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises. Benefits Medical, dental, vision, life insurance, long-term disability, paid time off, 401k Occasionally, there is the opportunity to attend local theatre events complimentarily About us ATG Entertainment is proud to stand at the forefront of the live entertainment industry. Our expertise and capabilities enable producers and other creatives to bring their visions to life and create unforgettable performances for audiences, presented in our landmark venues and delivered with exceptional hospitality. It is the passion of our teams, that cover every discipline across the live entertainment industry, that underpins our continuing strategic growth and success. We own, operate or program some of the world’s most iconic venues; ATG Entertainment manages 64 venues across Britain, the US and Germany. We are the world leader in theatre ticketing; We process more than 18 million tickets every year for hit musicals, acclaimed plays, concerts, comedy shows and a variety of other live events across the UK, US, and Germany. We present the world’s best live entertainment in our venues; working alongside the world’s leading producers and creative artists, our venues present an extraordinarily diverse range of top-quality entertainment. We produce award-winning shows; our in-house production team, ATG Productions, are dedicated to producing critically acclaimed, commercially successful and creatively ambitious work for the West End, Broadway, Continental Europe and beyond. People are at the heart of our success. We are passionate about bringing great live experiences to the widest possible audience; about giving the world’s best creative talent the stage it deserves; and about providing our people and partners with opportunities to realize their full potential. Our values In everything we do, we strive to be Ambitious, Collaborative, Passionate and Smart. • We are ambitious and seek to exceed people’s expectations., • We are collaborative and help each other to reach our goals., • We are passionate about our work, our business, and our industry., • We are smart in our quest for simple, efficient, and innovative solutions. Corporate Social Responsibility: our priorities • Next Generations: introducing tomorrow’s audiences to the pleasures of live entertainment, recruiting and nurturing the next generation of industry talent., • Inclusion: improving and promoting diversity, inclusion and well-being in the workplace., • Sustainability: helping reduce our impact on the environment by making our business more sustainable. A Stage for Everyone - Our Inclusion, Diversity, Equity and Access Mission Statement Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone. We recognize that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organization. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce. We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible. Company DescriptionATG Entertainment IDEA Mission At ATG Entertainment, our commitment to inclusion, diversity, equity and access (IDEA) is reflected in our IDEA mission statement: A stage for everyone. Sensitivity: Internal Use Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are committed to strengthening the sense of belonging by ensuring diversity and equity in everything we do. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves, and everyone feels they belong.ATG Entertainment IDEA Mission At ATG Entertainment, our commitment to inclusion, diversity, equity and access (IDEA) is reflected in our IDEA mission statement: A stage for everyone. Sensitivity: Internal Use Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are committed to strengthening the sense of belonging by ensuring diversity and equity in everything we do. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves, and everyone feels they belong.