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Manager, Customer Relations

Department: Ticketing Services

Title of Position: Manager, Customer Relations

Reports to Position: Associate Director, Customer Relations

Overview:

Assist the Associate Director of Customer Relations in overseeing Carnegie Hall's omni-channel contact center operations, ensuring exceptional customer service across phone, email, and live chat. Provide day-to-day leadership and supervision to Customer Relations staff while supporting operational excellence, staff development, customer communications, and departmental initiatives. Serve as a resource for employees, ticket buyers, and internal stakeholders, helping to ensure a seamless and consistent ticket buying experience across all touchpoints.

Required schedule for this position is Saturday–Wednesday, 12:00 PM–8:00 PM.

Tasks & Responsibilities:

• Assist the Associate Director of Customer Relations in overseeing daily omni-channel contact center operations, including phone, email, and live chat.
• Demonstrate strong leadership by providing supervision, guidance, and training to Customer Relations Representatives, promoting a culture of service excellence, accountability, and teamwork.
• Manage and maintain weekly call center staff schedules, break schedules, and daily staffing adjustments to ensure appropriate service coverage.
• Prepare daily shift reports, service summaries, and communications for Ticketing Services leadership and senior staff.
• Assist with escalated ticket buyer interactions and complex service situations, ensuring timely and professional resolution while maintaining Carnegie Hall's customer service standards.
• Oversee incoming customer service and feedback communications, providing supervision and support to staff responsible for email response management.
• Ensure timely assignment, monitoring, and resolution of customer inquiries received through Zendesk and other ticket buyer support platforms.
• Prepare daily reconciliation reports and assist with other operational reporting as needed.
• Train new employees and provide ongoing staff training related to policies, procedures, systems, and customer service best practices.
• Manage call center technology and telephony systems.
• Prepare, distribute, and monitor ticket buyer communications including robocalls.
• Assist in managing and investigating issues related to online fraud, suspicious activity, chargebacks, and patron account concerns, escalating matters when appropriate.
• Oversee adherence to Carnegie Hall's ADA-related ticketing procedures and ensure appropriate accommodations, documentation, and follow-up are completed accurately and consistently.
• Coordinate with other departments, including Marketing, House Management, Booking, Box Office, Information Technology, Finance, and Human Resources to support customer service initiatives and operational needs.
• Perform administrative duties and special projects as assigned by the Associate Director of Customer Relations.
• Assist in implementing new procedures, workflows, technologies, and ticket service initiatives that improve operational efficiency and the customer experience.

In addition to supervisory responsibilities, the Manager of Customer Relations performs the same customer-facing responsibilities as a Customer Relations Representative, including:

• Provide customer support across phone, live chat, and email in an omni-channel contact center environment.
• Process single ticket sales, subscription series sales, and subscription exchanges.
• Assist with contributions, ticket donations, and related transactions.
• Support workshop and rehearsal registrations and general event inquiries.
• Handle ticket reissuing, refunds, exchanges, and order adjustments.
• Guide ticket buyers through website navigation and provide support for chatbot and self-service tools.
• Respond to inquiries regarding performances, policies, and general Carnegie Hall information.

Skills & Qualifications:

• A bachelor’s degree is preferred. A knowledge of music and live entertainment is desired.
• Leadership and supervisory experience in a customer service or contact center environment.
• Strong customer service, coaching, and employee development skills.
• Experience working in an omni-channel customer service environment including phone, email, and live chat.
• Ability to manage multiple priorities in a fast-paced, high-volume environment.
• Strong interpersonal, written, and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Experience handling escalated customer situations with professionalism and sound judgment.
• Strong problem-solving and decision-making abilities.
• Proficiency with telephony software, and Microsoft Office applications.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Familiarity with Tessitura and Zendesk preferred.
• Knowledge of performing arts ticketing and customer service operations preferred.