Ticketing & Customer Care Supervisor

NYBG J ob Description

Title

Reports t o

Ticketing & Customer Care Supervisor

A ssociate Director of Ticketing & Customer Care

Director of Visitor Experience

Position Summary :

The Ticketing and Customer Care Supervisor will assist in overseeing management of Visitor Experience daily operations with a focus on ticketing customer support and the Ticketing Support Hotline . Responsible for management of V isitor E xperience front line staff and related personnel logistics. Communicates information to all parties regarding staff schedules cash management general admission policies and other relevant details important to ensuring a positive experience for the Garden visitor.

Additionally this position supports through actions and conduct NYBGs Inclusion Diversity Equity and Accessibility initiatives and actively helps to build and maintain an inclusive organizational culture throughout the institution.

Specific Duties & Responsibilities :

• Maintain point-of-sale ticketing system at all Garden V E sales points. Track and resolve POS hardware and software malfunctions. Coordinate and communicate with impacted parties
• Manage daily operation s and oversight of Ticketing Support Hotline including staffing reporting and direct involvement in accurate and timely customer service issues
• Assist in the management of the Gardens ticketing operations as assigned including set-up and maintenance of tickets discount codes and POS hardware . Liase with departments throughout the Garden for related ticketing needs
• Assist with the creation execution and distribution of various daily weekly quarterly and exhibition reports
• Partner with leadership for continuous improvement in Ticketing Support Hotline operations. Research and implement best practices and general operations on an ongoing basis. Propose changes to current processes workflow and structure as well as the refining of department policy
• Assist in developing and administering staff training POS training and coaching. This includes new staff orientation and training as well as special exhibition training for current staff
• Provide o n-site supervision of Visitor Experience A ttendants T ram drivers T eam leaders and S hift S upervisors
• Identify resolve and advise management in the resolution of employee workplace related issues
• Assist in the day-to-day opening and closing of V E Garden areas
• Ensure policies and procedures are consistently administered and enforced
• Perform other duties as specified and needed by management

Qualifications :

Physical Demands & Work Environment :

While performing the duties of this position the employee is required to at a minimum

Baseline Work Schedule :

9a-5 p Friday -Tuesday

Salary : Commensurate with experience within the range of $48000-$50000

Required Experience :

Manager

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 48000 - 50000