Bushnell

Customer Relations Liaison

Serve as Customer Relations liaison to patrons during all events with attention to excellence in customer service (internal and external). Coordinate distribution of the Infrared Listening System (ILS).

Duties and Responsibilities:

• Responds to all patron questions and inquiries regarding The Bushnell and our policies.
• Prepares and distributes Infrared Listening Systems (ILS) for all performances. Cleans and maintains the ILS and keeps them organized.
• Handles all patron issues and strives to resolve issues with assistance from the Box Office and the Front of House staff. Documents issues and fills out proper paperwork.
• Prepares and reports all ILS usage and deposits.
• Assists with ticket scanning for latecomers.
• Distributes literature: marketing materials, seating maps, information regarding history of the hall, local restaurant/hospitality information, accessibility information, and any other pertinent brochures.
• Stays informed and educated on policy and procedural changes through attendance at mandatory quarterly Front of House meetings and regular e-mail communications.
• Fulfills a scheduling requirement of at least two shifts per month.
• Performs other duties as assigned.

Education and/or Experience :

College degree and 2-3 years of related experience and/or training preferred

Experience in performing arts or entertainment a plus

Bi-lingual English/Spanish a plus

Situational:

Possess current certification (or willing to be trained) in CPR, AED and First Aid. Designated uniform consists of black slacks/ skirt and white shirt with blazer and necktie/scarf. The blazer and necktie/scarf will be provided by The Bushnell and must be returned to The Bushnell upon termination of employment.

Performance Competencies :

• Customer Focus & Customer Service Standards of Excellence: Listens and responds effectively to customer questions; resolves customer problems to the customer's satisfaction; respects all internal and external customers; uses a team approach when dealing with customers; follow up to evaluate customer satisfaction; measure customer satisfaction effectively; commits to exceeding customer's expectations.

1. As a valued employee of The Bushnell, embrace the organization's Standards of Excellence.
2. Consistently provide an unrivaled experience to all internal and external constituents with passion, pride, and commitment.

Diversity Commitment: Shows respect and sensitivity for cultural differences and promotes a harassment-free work environment.

Job/Technical Knowledge: Competent in required job skills and knowledge; keeps abreast of current developments; displays understanding of how job relates to others; demonstrates knowledge of techniques, skills, equipment, procedures, and materials. Applies knowledge to identify issues and internal problems; works to develop additional technical knowledge and skills.

Cooperation/Teamwork: Works harmoniously with others to get a job done; responds positively to instructions and proceeds; able to work well with staff, co-workers, peers and managers; shares critical information with everyone involved in a project; works effectively on projects that cross functional lines; helps to set a tone of cooperation within the work group and across groups; coordinates own work with others; seeks opinions; values working relationships; when appropriate.

Communication: Writes and speaks effectively; states own opinions clearly and concisely; demonstrates openness and honesty; listens well during meetings and feedback sessions; explains reasoning behind own opinions; asks others for their opinions and feedback; asks questions to ensure understanding; exercises a professional approach with others, using all appropriate tools of communication; uses consideration and tact when offering opinion. Demonstrates positive communication with staff, vendors, volunteers, patrons and external customers.

Judgment: Uses discretion in making decisions within the scope of their job. Refers decisions beyond this scope to their supervisor. Discretion in handling confidential material.

Dependability & Time Management: Organizes work well and uses time effectively; attendance & punctuality fall within standards. Takes responsibility for actions and accepts responsibility for mistakes. Follows through on assignments despite setbacks; shifts priorities when necessary; keeps commitments; arrives at meetings and appointments on time; is committed to doing the best job possible.

Work Habits: Demonstrates commitment, dedication, cooperation, positive behavior, adaptability, and flexibility with changes in jobs and duties.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to sit and stand and may be required to visit other work areas. While performing the duties of this job, the employee is required to talk and/or listen. The employee must have the ability to maneuver around the facilities. The employee may be required to use computers, keyboards, telephones, and other office equipment. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. May be required to read a high volume of written materials and a computer screen. Must have the ability to coordinate several activities simultaneously. Is required to be able to handle stressful situations in a calm, professional manner. The employee may occasionally lift and/or move up to 30 lbs. and must be able to stand for up to 4 hours.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. During certain events, considerable movement around the facility, exposure to crowds and loud noise may be encountered.

Equal Employment Opportunity

The Bushnell strives to build and sustain an equitable and inclusive work environment where cultural diversity is celebrated and valued. We believe that a diverse workforce, reflective of the communities we serve, helps us become a stronger community partner. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital or family status, sexual orientation, or gender identity.

General Information

The above statements are intended to describe the general nature and level of work performed by individuals assigned to the position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. The Bushnell reserves the right to change or modify the employee's job description, whether orally or in writing, at any time during the employment relationship. The Bushnell may require an employee to perform duties outside his/her normal job description.

The Bushnell is a Not-For-Profit, Equal Opportunity Employer proud to serve Connecticut and its citizens.