Web Site:www.houstongrandopera.org
Phone:713-546-0200
Fax:713-247-0906
Facebook:https://www.facebook.com/houstongrandopera
Twitter:https://twitter.com/HouGrandOpera
Other Postings
POSITIONTYPE
Institutional Giving CoordinatorFull-Time
Development Officer, Institutional GivingFull-Time
Graphic DesignerFull-Time
Artistic and Rehearsal CoordinatorFull-Time
Senior AccountantFull-Time
Prospect researcherFull-Time
Development Communications ManagerFull-Time
Assistant Stage ManagerFull-Time
Development Officer (Acquisitions)Full-Time
Editorial ManagerFull-Time
Social Media CoordinatorFull-Time
HGOco Community Initiatives CoordinatorFull-Time
Stage ManagerFull-Time
Customer Care RepresentativePart-Time
Development Communications ManagerFull-Time
VideographerFull-Time
Director of FinanceFull-Time
Development OfficerFull-Time
Senior AccountantFull-Time
Assistant Stage ManagerFull-Time
Artistic and Rehearsal CoordinatorFull-Time
Special Events CoordinatorFull-Time
Editorial ManagerFull-Time
Advancement Data CoordinatorFull-Time
Senior Development OfficerFull-Time
Senior AccountantFull-Time
Assistant Technical DirectorFull-Time
Technical Assistant/DriverFull-Time
Marketing Manager, Audience InitiativesFull-Time
HGOco Programs CoordinatorFull-Time
Development Officer (Renewal)Full-Time
Associate Director of Development (Acquisitions)Full-Time
Development Officer, Institutional GivingFull-Time
Junior Draper/TailorFull-Time
Customer Care Center ManagerFull-Time
Prospect ResearcherFull-Time
Social Media CoordinatorFull-Time
HGOco Operations Administrator 
Prospect ResearcherFull-Time
Development Officer ACQFull-Time
Customer Care Manager
SUBMITTED DATE: 3/9/2020

Job Title:                    Customer Care Manager

Department:              Advancement

Reports to:                 Director of Marketing and Communications

Classification:            Full-time, exempt

 

SUMMARY

Reporting to the Director of Marketing and Communications, the Customer Care Center Manager oversees all aspects of Houston Grand Opera’s Customer Care Center (CCC), including inbound calling, internal and external ticketing, call center reporting, and performance/event staffing. This individual will manage a team of one full-time coordinator, one full-time team leader, up to two part-time leaders, up to 12 part-time representatives, front of house staff during performances, and a seasonal outbound telemarketing vendor.

 

ESSENTIAL DUTIES AND RESPONSIBIITIES

CUSTOMER CARE CENTER

  • Create effective sales processes for the organization, including working with internal and external partners.
  • Manage ticketing operations for performances, including subscriptions, single tickets, group tickets, and ticket inventory.
  • Develop and implement of customer service policies and procedures that increases the satisfaction for the customers and efficiencies.
  • Establish a culture of continual learning by creating training programs that create better work output for the Customer Care Center.
  • Cultivate an effective and efficient department through proper selection, training, scheduling, and performance management of Customer Care Center Representatives.
  • Ensure a high standard of quality of service across all customer care touchpoints.
  • Lead special initiatives to increase sales and customer retention.
  • Work with the marketing and web teams to ensure sales are being transacted in compliance with established policies.
  • Evaluate CCC programs and ROI on an ongoing basis.
  • Manage CCC budgets and forecast expenses.

 

FRONT OF HOUSE

  • Lead the front of house team, including supervising a House Manager and Assistant House Manager, by establishing policies and procedures to ensure that HGO customers have the best experience possible during events.
  • Scheduled all front of house staffing at performances and oversee the box office managers, EMT, police officers and ushering staff to ensure a smooth performance.
  • Establish best practices and train all those who interact with HGO customers, including ushering staff, internal colleagues, and external partners.
  • Ensure that all customer inquiries and issues are handled effectively and within established customer satisfaction policies.
  • Serving as the organization’s customer service touchpoint by dealing with all escalated issues and making final decisions as needed.
  • Regularly track and analyze customer inquiries and issues to develop solutions to optimize operating environment.

 

 

REPORTING & SALES

  • Provide sales reports for all events.
  • With Director of Marketing and Communications, analyze statistics to implement pricing strategies for subscriptions and single tickets.
  • Manage internal and external telemarketing campaigns for subscription acquisitions and renewals.
  • Create constituent reports and lists through the database on various behavioral criteria as needed for the organization.

Note: This job description represents the essential functions of the position but is not all inclusive. Additional duties reasonably related to the position may be assigned.

 

QUALIFICATIONS

  • Bachelor’s degree or equivalent work experience.
  • A minimum 5 years of experience with a focus on sales and/or customer service required.
  • Knowledge of and experience with the strategies and tactics of event-focused sales is required with a preference for those who have strong ticketing and subscription-based sales management experience.
  • In-depth knowledge of ticketing applications and customer service databases preferred, preferably Tessitura.

 

SPECIAL JOB CHARACTERISTICS

  • Strong verbal communication skills.
  • Ability to lead, motivate, and manage teams to achieve set goals.
  • Excellent critical thinking ability with amazing organizational skills.
  • Ability to work evenings and weekends as required.
  • Self-motivated and detail oriented, prioritize effectively, meet deadlines, and sustain productivity and professionalism under pressure.

PHYSICAL DEMANDS: Bending, stooping, sitting, and sometimes lifting up to 25 lbs.

 

APPLICANT INSTRUCTIONS:

Please direct inquires and forward a cover letter, resume and references to: hr@hgo.org

RESUMES ACCEPTED UNTIL FILLED

 

Houston Grand Opera is an Equal Opportunity Employer.  Candidates for employment are considered without regard to race, color, sex, creed, religion, national origin, sexual preference, age, non-job related disability, or marital status.

 

 


Questions?
Questions about Membership or this application? Please contact Vincent Covatto, organizational membership manager, at VCovatto@operaamerica.org or by calling 646.699.5237.
THE ORGANIZATION RESOURCES
THE NATIONAL OPERA CENTER EVENTS FACILITIES AND SERVICES
BECOME A MEMBER MEMBER OPPORTUNITIES
SUPPORT OPERA AMERICA
RESOURCES
To have your company’s photos included in the header rotation, send photos that are at least 1200px wide and 550px tall to Webmaster@operaamerica.org. Please note that submission of photos does not guarantee inclusion.
All OPERA America facilities are handicapped accessible. The National Opera Center features ground-level entry with elevators to the venue. All spaces are wheelchair accessible, and modular seating can be arranged to accommodate wheelchair users for all programs and performances. Handicapped accessible restrooms are available on all floors.
330 Seventh Avenue, New York, NY 10001
Tel: 212.796.8620 • Fax: 212.796.8621
Info@operaamerica.org

Privacy PolicyReturns Policy
Financial Statements
© Copyright 1995-2017 OPERA America Inc.

Technical issue with the website? Let us know.