Under the direct supervision of the Sr. Assistant Director Performing Arts & Customer Service, serve as Customer Service Manager of the Central Ticket Office. This position has overall responsibility for the day to day Customer Service provided by the Central Ticket Office including monitoring customer experiences, implementing customer service initiatives, coordinating customer service training and managing two career staff area supervisors who oversee the day to day operations of the Window walk up service and the day to day operations of our telephone call center. In addition, this position also acts as client liaison for all aspects of ticket management with the various departments.
ESSENTIAL DUTIES AND RESPONSIBILITIES
A. Customer Service Supervision
Oversee all aspects of customer service provided by UCLA Central Ticket Office via our call center, walk up services and email communication.
Develop and implement customer service programs including training and follow up to ensure success.
Oversee customer service survey process including continuous issuing, data collection and reporting results.
Overall responsibility for the daily information resources available to students and staff in regards to events, dates, times and information.
Directly manage and support two full time Customer Service Supervisors in their management of student staff working at ticket windows and telephones ensuring staff are properly trained and areas are staffed properly.
Directly manage and support two full time Customer Service Supervisors in the supervision of their individual areas and in the fulfillment of their daily responsibilities including order processing, customer service resolution and accounting for all sales and all tickets issued.
Oversee and support the Customer Service Supervisor - Window in all relationships with our movie, theme park, transportation and others providing products for resale through UCLA Central Ticket Office.
Manage the on-going operation of the website and social media outlets for the Central Ticket Office.
Ticket Management for over 200 various department, student group and special events
Coordinate all aspects of ticketing including updating of ticket system, management of inventory, ticket ordering, ticket onsales and reporting on sales.
Meet with necessary client personnel/promoters regarding events, seating configurations, and seating allocations.
Other duties as assigned
SKILLS, KNOWLEDGE AND ABILITIES
More than two years’ experience in supervision of personnel working in a customer service area is required.
Previous box office management experience is preferred.
Skill in dealing with customer complaints to sort out the facts and resolve the problem is required.
Detailed knowledge of Archtics Ticketing System is preferred.
Skill in setting priorities which accurately reflect the importance of job responsibilities is required.
Ability to work under time constraints and with conflicting deadlines, frequent interruptions and distractions is required.
Proficient with computers and MS Office programs (Work, Excel, Outlook) is required.
Must be able to work weekdays and weekends (day and evening) in addition to regular business hours
Additional Salary Information: Commensurate with experience
The Central Ticket Office was chartered in 1979 in order to create a completely centralized ticketing operation on the UCLA campus. Since then the UCLA Central Ticket Office has coordinated the ticketing for all campus departments including Athletics, Center for the Art of Performance, Theater Arts, Music, Dance, Student Groups and a variety of special events. In addition, the UCLA Central Ticke...t Office offers a wide variety of tickets to local movie theaters, theme parks as well as many different transportation providers.