Guest Service Representative

THE JOHN GORE ORGANIZATION is the leading presenter, distributor, and marketer of Broadway theatre worldwide.  Under the leadership of theater producer and owner John Gore, its family of companies includes Broadway Across America, Broadway.com, The Broadway Channel, BroadwayBox.com and Group Sales Box Office.  Its productions span Broadway, Off Broadway, London’s West End, Japan and 48 North American markets. It has won Tonys in every producing category as well as numerous other Drama League, Drama Desk and Olivier awards.

At The John Gore Organization, a diverse, inclusive, and equitable workplace is one where all employees feel valued and respected, and all voices are valued and heard. We are committed to fostering, cultivating and preserving a culture of equity, diversity, access and inclusion.

$20.00/hour

FLSA Status: Non-Exempt

Summary 
The Guest Service Representative handles the day-to-day sales and service of Broadway.com guests, develops ongoing relationships with our current customers and cultivates new relationships to grow the business, and can handle and work with different types of customers. This role is responsible for providing accurate, efficient, and consistent “world-class” service to our guests, ensuring a dynamic service experience by phone, email, in person, or at an event. Every guest, every occasion, every time. This position is also responsible for being on time to work, having a positive and supportive attitude, showing respect and consideration for your work family, and being an active listener.  
 

Duties and Responsibilities  

• Answering phones
• Assisting guests in person
• Processing of tickets sales on multiple ticketing systems, including but not limited to single tickets/renewals/exchanges/reseats/refunds/cancellations/upgrades/reseats
• Reading and responding to guests' emails
• Proofing of materials/emails being sent to guests
• Reviewing website/data entry on the website
• Printing, fulfilling, and mailing tickets
• Database entry and maintenance
• Balancing close-out reports for work done that day and submitting paperwork and monies
• Quality assurance monitoring of calls
• Participating in weekly Team meetings, seminars, and training events as scheduled
• Handling outbound calls which may consist of following up on unrenewed accounts, updating or informing guests of show/date changes, cancellations, payment plan declines, renewal deadlines, priority offers, survey calls about performances, follow-up calls after problem resolution
• Working at the theatre as a Guest Service Representative during performances
• Assisting at promotional functions to support Broadway Across America/Broadway.com
• Participating in the ongoing development and organization of the Service Center and Organization as a whole      
• Special projects as directed by Service Center Manager and/or Supervisor

Competencies 
To perform the job successfully, an individual should demonstrate the following competencies: 

Cooperation 

o Establishes and maintains effective relationships

o Active listener

o Patience

o Offers assistance and support to co-workers

o Works cooperatively in group situations

o Conflict resolution
 

Adaptability

o Able to work around unexpected changes of circumstance or workload

o Modifies a planned course of action based on new circumstances

o Changes communication style to achieve the best results

 

Team Orientation

o Fosters team cooperation

o Understands team roles and responsibilities

o Supports group problem solving

Qualifications aka KSAOs 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.