Customer Service Agent
4 months ago
**Broadway Direct**
**Customer Service Agent**
**New York, NY - Part Time**
The role of Customer Service Agent is an entry level position that is responsible for resolving customer service communications as they pertain to ticketing or theatre operations at the nine Broadway theatres owned and/or operated by the Nederlander Organization, the parent company of Broadway Direct. This role reports to the Customer Service Manager. This is a part-time, hourly position.
Our customers experience is at the center of everything we do. Delivering welcoming, meaningful, memorable experiences is how we create lifelong Broadway fans and make a long-lasting impact on our industry. We achieve this by working in an agile environment with a focus on innovation and teamwork.
The Nederlander Organization and Broadway Direct are committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. The organization strives to ensure a welcoming work environment where everyone belongs and is valued, encouraged & respected for their unique contributions. We are focused on building a culture that acknowledges and values Diversity, Equity, and Inclusion. As such, we are an equal opportunity employer and value diversity at our organization.
To that end, our hiring process is objective, and we have all candidates go through the same initial screening experience by completing the which is a twenty-minute online bias-free assessment which enables us to screen candidates based only on the job requirements. Upon applying for this position, all candidates will be sent an assessment which must be completed in order to be considered for the role.
**The responsibilities of this role will include, but are not limited to:**
Answering questions and engaging directly with customers in accordance with our standards of service and internal knowledge base via our online customer service platform. Interactions may occur via email, live chat, phone, or a combination of these channels
**Qualities**
* Enthusiastic & enjoy working as part of a larger team.
* Committed to helping consumers have the best experience
* Outgoing and enjoy team brainstorming and collaboration.
* Comfortable with a paperless office philosophy.
* Self-starter and proactive with a goal of executing plans.
* Confident in their abilities to navigate difficult situations with grace.
**Salary & Hours**
* Pay rate is $20/hour.
* Customer Service hours are Monday Sunday from 9am 9pm. Each agent works not more than 24 hours per week. At least 2 weekends per month are required.
* On Designated Holidays the office is closed, however, customer service continues to work. As such, this role will need to work on selected Holidays and will be paid double time for Holidays worked.
* A desktop computer will be provided in the office. Remote work is not permitted unless approved by Senior Management.
* A standard company confidentiality agreement/NDA is required.
**Minimum Basic Standard Benchmark (MBSB)**
Minimum basic standard benchmark (MBSB) of proficiency will be established so that minimum standards are met when working with customers, management and co-workers. Training will be provided.
Employees understand that to maintain a MBSB, employee interactions with customers may be recorded without notice for quality control purposes. The records may be used to demonstrate that a minimum basic standard was or was not met. The recordings may also be used for training purposes.
MBSB metrics may include, but are not limited to:
* Polite, helpful, customer is always right attitude
* Accuracy of answer provided to customers
* Speed of providing answers to customers
* Spelling & grammar accuracy when responding to e-mails.
* Quality of customer interactions
* Customer satisfaction surveys
* Secret shopper reports
* Reviewing transcripts of interactions.
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