Customer Care Supervisor

TicketsWest, a Paciolan company, is the premier ticketing solution powering the Spokane Arena, Spokane Convention Center, First Interstate Center for the Performing Arts, and Podium. Join the team at TicketsWest and be part of bringing hundreds of live events to life in Spokane!

The Customer Care Supervisor is responsible for ensuring the smooth operations of the Paciolan Customer Care Center.  This position leads a team of Customer Care Representatives (CCRs) to provide written (email) and telephonic (call center) customer care services to public ticket purchasers.  This position hires, trains, and schedules CCRs and is responsible for ensuring CCRs posses knowledgeable and contemporaneous information of serviced venues and clients to provide efficient, courteous and respectful service.  Additionally, this position is responsible for fulfillment operations, including accurate printing, stuffing, and mailing of customer ticket orders as well as managing ticket stock inventory in compliance with SOC audit standards.

JOB RESPONSIBILITIES:

• Hire, train, schedule and lead Customer Care Representatives in phone room operations and guest relations
• Build and maintain positive direct working relationships with clients serviced by the Customer Care Center.
• Act as chief liaison for customers to venues and escalated customer
• Compile and maintain current venue and upcoming event information library resource for CCRs.
• Identify and track KPIs of the Customer Care Center.
• Identify and track KPIs of individual agent performance and hold agents accountable to performance standards.
• Plan and execute Customer Care Representative meetings as
• Manage part-time staff hours budget for payroll.
• Manage resolution of customer service concerns.
• Ensure that all associates provide superior customer service to consumers, including ensuring high quality of written communication.
• Manage Paciolan Fulfillment operations to ensure timely printing, shipping, and delivery of event tickets in compliance with SOC audit standards.
• Additional duties as assigned.

Minimum Qualifications, Knowledge, and Skills

• Required: 1-3 years progressive supervisory experience in customer service-oriented roles
• Preferred: 2-3 years of Paciolan software experience
• Strong writing and verbal communication skills
• Strong interpersonal skills, including the ability to lead a team and the ability to deal professionally, courteously, and tactfully with the public and coworkers.
• Demonstrated ability to multi-task and prioritize well to meet deadlines.
• Strong time management skills
• Ability to communicate and develop an effective working relationship with fellow associates, managers, outside representatives and the public.
• Required: Proficiency in Microsoft Office products
• Behaves with integrity and honesty and is open with clients and fellow associates.

The approximate base pay range for this position is $26.45 to $26.45 per hours. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation may vary based on factors including but not limited to job-related knowledge, skills, and experience as well as geographic location.