Box Office & Call Center Supervisor

The Box Office & Call Center Supervisor works with the Box Office and Call Center Manager to implement Barnes policies and procedures, ensure a high quality, consistent visitor experience, and maintain a team-oriented environment that reflects the Foundation’s educational mission and core values.

The Box Office & Call Center Supervisor will serve as secondary contact and supervise daily operations of the box office and call center at the Barnes Foundation and provide the delivery of consistent and superior customer service. Follow up on complicated customer calls and/or in person interactions where required, document incoming calls and log and review service complaints and feedback. Track Call Center KPIs, review call reports, count and deposit box office cash and checks. Assist with scheduling and overseeing Box Office and Call Center Specialists, ensuring a consistently superior guest/caller experience while providing oversight and assistance regarding all guest/caller issues.

Education/Training/Experience:

• Call center and box office/ticket sales experience required, preferably in a cultural attraction or other high-volume public venue.
• 1-2 years leadership/supervisory experience in customer service or ticket sales.
• Must be able to fluently operate a computerized point-of-sale system.
• Excellent verbal, telephone, email, and general communication skills
• Demonstrated confidence when interacting with the public and willingness to engage customers to resolve service issues.
• Strong analytical and problem resolution skills.
• Proven ability to work in a fast-paced environment individually and/or in a team.
• Proficient in digital tools including Microsoft products, project management packages, and modern communication tools.
• Ability to work weekends, evening hours or holidays.
• Bachelor’s degree, with a focus in Museum Studies, Hospitality, Communications, or related field preferred, or equivalent experience.

Job Specific Competencies:

• Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems, process exchanges, refunds and provide information.
• Serves as a logged-in Call Center agent > 25 hours/week, takes all calls when queue is full or agents are otherwise busy or unavailable.
• Greets visitors, answers questions about the Barnes, its collections, ticketing, tours, exhibitions, programs and public accessibility.
• Provides a helpful, welcoming and informative environment for visitors to the Foundation.
• Handles challenging situations with the public quickly and effectively, with diplomacy and professionalism in visitor facing and back-of-house settings.
• Provides assistance with visitors’ special needs, including mobility accommodations, adaptive devices
• High level customer service: Handles calls and in person situations from customers who wish to speak to a supervisor for whatever reason, anticipates escalation and take over calls/transactions when needed, and follows up on complicated customer calls and interactions where required.
• Accurately enters data and processes payments.
• Listens to Call Center Specialist conversations and provides instructions and guidance when needed.
• Tracks Call Center KPIs such as wait times, abandonment, interruptions, service level, average hold time, etc.
• Reviews all call reports, shared contact center statistics with agents on a weekly basis.
• Identifies operational issues and suggests possible improvements.
• Manage knowledgebase of frequently asked questions and answers.
• Share contact center statistics with Sr. Director on a monthly basis.
• Creates weekly schedules for Box office and Call Center Specialists.
• Trains box office and call agents on new computer or telephone equipment as well as new products and services offered by the company.
• Provides timely response to guest requests for information received by mail, phone and email.
• Creates Customer Service Issue records for all patron compliments, complaints or out of the ordinary situations or comments.
• Assist callers with any technical issues experienced with the website and escalate any issues to management appropriately.
• Maintains a knowledge of Foundation, collections, tickets, tours, programs, and events. Ensures the delivery of accurate information to other staff and customers.
• Ensures Box office and Call Center Specialists know about current specials, promotions (member and seasonal), programs, and events.
• Works closely with the Membership department in encouraging new membership sales as well as providing appropriate customer service to current members.
• Oversees Box Office and Call Center equipment, ensures all equipment is appropriately maintained and that all equipment is properly accounted for.
• Communicates to leaders problems, ideas, and questions from customers, Box Office and Call Center staff.
• Meets with senior Sales staff regularly to ensure that individual goals and performance metrics are met.
• Provides input and content to department head to assist in the writing of annual performance reviews.
• Assists the department head with scheduling and management of time & attendance tracking.
• Represents the department at cross-departmental meetings and on internal committees, as needed.
• Utilizes multiple sales and collaborative software such as RingCentral, ACME ticketing, Teams and Google Docs.
• Works collaboratively across many departments.
• Adapts quickly to time-sensitive projects and shifts priorities as appropriate.
• Performs other duties as required.

Organization-Wide Competencies:

• Effective Resource Use: Develops strategies and makes decisions that use time and resources wisely, manages resources effectively.
• Customer Focus: Demonstrates desire to help or serve others; identifies, anticipates and addresses internal and external needs; does what is necessary to ensure satisfaction.
• Problem-solving: Identifies problems and/or challenges. Weighs pros and cons of all possible solutions. Involves other in developing creative solutions to problems. Makes innovative use of computers and other information technology to contribute to problem solving. Produces practical solutions after carefully considering risks and alternatives. Willingly incorporates new and different information as it becomes available.
• Relationship building: Effectively builds and maintains harmonious, professional, respectful and productive relationships within The Barnes Foundation, professional field and community. Effectively works in a team setting. Communicates honestly and directly; shows diplomacy and tact. Uses appropriate channels of communication.
• Professional Presentation: Complies with organization policy and procedure. Demonstrates self-awareness and understanding of others; listens well; perceives emotions, concerns and interests accurately, and uses these skills to advance The Barnes Foundation mission; creates a healthy work environment; shows composure; and respects people of different cultures, ages and genders.
• Active Learning: Demonstrates curiosity and initiative to seek information; seeks to understand The Barnes Foundation business and outside factors that impact it; learns from best practices and generates fresh approaches; learns from experience and others; acquires skills; seeks feedback and advice resulting in improvement.
• Initiative: Takes calculated risks and does things that are new, different, or out of the box when necessary to reach goals, speaks up, asserts oneself, makes tough decisions in a timely manner; takes responsibility for outcomes.
• Ethics: Demonstrates ethical business practices; demonstrates and conducts oneself in a manner consistent with the organization’s mission statement and core values.
• Promotes the continuous growth of the Barnes Foundation.
• Interacts and communicates with fellow employees in a manner that promotes a harmonious and cooperative working environment in accordance with our Core Values.