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Customer Care Specialist ll

5 months ago

Houston, United States haatx.com Full time

**Customer Care Specialist ll**

Title Customer Care Specialist ll Organization Houston Grand Opera Closing Date Location Houston, TX Information Job Title: Customer Care Specialist II

Department: Customer Care Center

Reports To: Customer Care Manager

Classification: Non-Exempt, Full Time

SUMMARY

Interacts with subscribers and single tickets buyers, records and enters information into HGOs customer database, Tessitura, for

customer service purposes, by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Maintain the highest level of customer service with each encounter by having a friendly, professional and helpful

demeanor, paying close attention to detail, and ensuring patrons receive personalized attention with each phone call or

visit.

Provide service with a customer centric approach, focusing on providing exceptional customer experiences.

Assist customers by phone, email, or other communication channels regarding single and subscription ticket sales as well

as inquiries related to their accounts.

Assist customers with making ticket exchanges, supplying them with new seats and properly documenting the

transaction.

Process donations, additional ticket purchases, ticket reprints and ticket donations.

Handle inquiries regarding directions, parking, performance times and dates, and all other opera related questions.

Serve as a first-line resource for call escalations from Customer Care Representatives

Prepare and file tickets for mailing and Will Call in a timely manner.

Work in the Box Office on scheduled day shifts and performance nights.

Work the Customer Care table at performances as assigned.

Help set up and take down equipment, signs and other performance related duties as assigned.

Responsible for a portfolio of subscribers with a focus on annual subscription renewal and securing gifts under $5,000.

Identify and refer individual giving prospects to development for further qualification beyond $5,000.

Assist other HGO departments with various projects and events as needed.

Other duties as assigned.

QUALIFICATIONS

Knowledge of opera and arts preferred, but not required. To perform this job successfully, an individual must be able to perform each

essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SPECIAL JOB CHARACTERISTICS

Must possess superb customer service skills, strong verbal and written communication skills, and demonstrate a passion for providing

exceptional customer experiences with every customer interaction. Must be a team player with a positive attitude and a willingness to

learn. Attention to detail and strong organizational skills are a must. Evening and weekend work is required as well as the ability to

bend, stoop, sit and sometimes lift up to 20lbs.

APPLICATION INSTRUCTIONS

Please send rsum to: Human Resources, Houston Grand Opera, 510 Preston, Suite 500, Houston, Texas 77002

NO PHONE CALLS, PLEASE. Email: hr@hgo.org

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.

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