Festival Manager, Customer Service
Sundance Film Festival
Park City, UTThis was removed by the employer on 8/21/2017 3:17:00 AM PST
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Full Time Job
This is a seasonal/temporary position.
Position Reports to: Manager, Ticketing Operations
Department: Ticketing
Number of Direct Reports: 7
Employment Dates: 10/25/2017-2/14/2018
Wage: $17.50/hour
Position Summary: Manages the planning, implementation and daily operations of the customer service hotline, call center and information booths.
Considerations: Position is typically lodged in Park City, UT during the January Film Festival (lodging requirement determined annually). In addition, this role is required to work extended hours (evenings, weekends, some holidays) during key points and must be willing and available to respond to on-call needs as assigned.
Duties and Responsibilities:
• Manages the customer service department for the Sundance Film Festival to ensure patrons are provided with professional and timely resolution to their questions.
• Answers and resolves customer questions regarding: registration, purchasing festival passes, ticket packages, individual tickets etc. and technical support (browsers, compatibility, computer settings, etc.).
• Manages seasonal staff, includes selecting and training highly effective staff, providing direction, feedback, and support to ensure employees understand responsibilities and are effective in their roles, and delegates appropriate and meaningful work.
• Updates and distributes customer service related training and user manuals for various internal departments.
• Writes, updates and records all scripts for hotline and conducts trainings with internal staff.
• Oversees the setup and maintenance of the customer service hotline and call center with Tech Services and Production, includes scripts, recording messages, establishing hours of operation, office space setup, etc.
• Monitors incoming phone calls and emails to the customer service hotlines and tracks in the customer service log.
• Provides a weekly email to the Managing Director highlighting current customer service issues and responses.
• Generates various reports and statistics, i.e. trends, registration and donations.
• Updates, distributes and conducts customer service related training and user manuals for internal departments and staff.
• Proofs all patron communications including: website copy, emails, and marketing materials to ensure accurate information is being relayed to the public.
• Processes all refunds and swaps routing to manager for pre-authorization.
• Audits and tracks registrations and refunds made through customer service and submits daily reports to finance department.
• Ensures accurate information is recorded and updated to customer accounts, includes cancellations or swaps, customer information, shipping information, etc.
• Ensures updates to products and/or procedures are communicated in a timely manner to all internal stakeholders.
• Monitors customer service hotline at all times to ensure coverage and functionality.
• Provides after hour coverage of the customer service hotline as requested.
• Communicates and documents operational and staff problems to manager as appropriate.
• Establishes and maintains hotline order, adjusting to manage the volume of calls coming in during on-sale periods.
• Completes a comprehensive written wrap report, as directed.
Other duties as assigned.
Position Requirements:
• Employee has legal authorization to work in the United States.
• Valid driver's license and successful completion of DMV background check.
• 3 years experience with operational planning and implementation, customer service management or related.
• Strong leadership skills with a background that includes demonstrated excellence in managing employees.
• Strong conflict resolution skills and ability to manage stressful situations.
• Working knowledge of databases along with proficiency in Microsoft and Google Products.
• Outstanding communication skills, telephone, written and interpersonal skills required to work effectively with a wide variety of people.
• Excellent organizational skills including self management of work schedule ability to multi-task in a fast-paced environment.
• Ability to work nights and weekends around events and key deadlines and events.
• Able to move, lift and carry items that weigh 25-50 lbs.
Preferred Education
, Experience and Skills:
• Experience facilitating trainings for large groups preferred.
• Experience working with Toptix or another ticketing system preferred.