Ticketing & Customer Care Supervisor

NYBG Job Description

Position Summary:

The Ticketing and Customer Care Supervisor will assist in overseeing management of Visitor Experience daily operations, with a focus on ticketing, customer support, and the Ticketing Support Hotline. Responsible for management of Visitor Experience front line staff and related personnel logistics. Communicates information to all parties regarding staff schedules, cash management, general admission policies, and other relevant details important to ensuring a positive experience for the Garden visitor.

Additionally, this position supports, through actions and conduct, NYBG’s Inclusion, Diversity, Equity and Accessibility initiatives and actively helps to build and maintain an inclusive organizational culture throughout the institution.

Specific Duties & Responsibilities:

• Maintain point-of-sale ticketing system at all Garden VE sales points. Track and resolve POS hardware and software malfunctions. Coordinate and communicate with impacted parties
• Manage daily operations and oversight ofTicketing Support Hotline, including staffing, reporting, and direct involvement in accurate and timely customer service issues
• Assist in the management of the Garden’s ticketing operations as assigned, including set-up and maintenance of tickets, discount codes, and POS hardware. Liase with departments throughout the Garden for related ticketing needs
• Assist with the creation, execution and distribution of various daily, weekly, quarterly, and exhibition reports
• Partner with leadership for continuous improvement in Ticketing Support Hotline operations. Research and implement best practices and general operations on an ongoing basis. Propose changes to current processes, workflow, and structure, as well as the refining of department policy
• Assist in developing and administering staff training, POS training, and coaching. This includes new staff orientation and training, as well as special exhibition training for current staff
• Provide on-site supervision of Visitor ExperienceAttendants, Tram drivers, Team leaders, and Shift Supervisors
• Identify, resolve, and advise management in the resolution of employee workplace related issues
• Assist in the day-to-day opening and closing of VE Garden areas
• Ensure policies and procedures are consistently administered and enforced
• Perform other duties as specified and needed by management

Qualifications:

• Ability to take initiative, prioritize duties, problem solve, work independently and within a team environment, pay close attention to detail, meet deadlines, work well under pressure and maintain an enthusiastic work ethic
• Bachelors degree with one year experience or twoyears experience in a supervisory, ticketing and customer service role. Cash handling experience also required.
• Familiarity with IT hardware setup and troubleshooting skills required
• Excellent written and verbal communication skills
• Motor vehicle driver's license valid in New York State
• Available to work weekends, holidays, evenings and outdoors
• Proficiency in Microsoft Office with an emphasis on intermediate Excel functions required; knowledge of database applications preferred.

Physical Demands & Work Environment:

While performing the duties of this position, the employee is required to at a minimum

• Ability to work outdoors, under a variety of weather conditions
• Ability to sit and/or stand for long periods
• Ability to move up to 50lbs

Baseline Work Schedule:

9a-5p Friday-Tuesday

Salary: Commensurate with experience within the range of $48,000-$50,000