Customer Service Supervisor

We are seeking a highly organized, detailed orientated individual to fill the Customer Service Supervisor role. This role performs a wide range of administrative and customer service duties in the Broadway in Portland Box Office, including supervising customer service representatives, who may be fulltime, part-time, or temporary/seasonal.

About the position:

Do you love the theater, having fun at work, and gazing at the most beautiful scenery Oregon has to offer? Portland Opera provides all of that and more! While eating lunch from the cafeteria, you can see third-story balcony views of Mt. Hood and the river. What if the weather is rainy? Enjoy your lunch inside and listen to the opera singers as they roam the halls spreading their love for the arts.  

We are seeking a highly organized, detailed orientated individual to fill the Customer Service Supervisor role. This role performs a wide range of administrative and customer service duties in the Broadway in Portland Box Office, including supervising customer service representatives, who may be full-time, part-time, or temporary/seasonal.

You will have the opportunity to introduce ideas, gain knowledge, share expertise, while working in an exciting and fun environment at the Portland Opera!

The role reports directly to the General Manager, Broadway in Portland who provides an engaging work environment where your ideas and questions are always welcome and encouraged! 

ARE YOU PASSIONATE AND INTRIGUED BY?

  • Supporting the Broadway in Portland performance series
  • Music and theater throughout the day in a fun and enthusiastic workplace
  • Learning new skills and upholding high integrity day-to-day 

 EXPERIENCE:

  • A minimum of 3 years related customer service experience
  • Strong working knowledge of ticketing systems; ability to generate standard reports as well as complete subscription, single ticket, and group sales
  • Excellent organizational skills: ability to manage and prioritize multiple tasks  
  • Computer proficiency required, including knowledge of Excel and Word

Culture: With a passion for music and theater running all day in front of everyone’s minds, Portland Opera provides an upbeat and enthusiastic culture. The relaxed environment provides employees the opportunity to always be at their best while having fun!  

Portland Opera offers productions of the highest artistic quality, bringing the world of opera to the region. Over the past 55 years, the company has presented more than 200 operas, including world premieres. In addition to its annual season, the company is also renowned for its outreach and educational initiatives, including Portland Opera-To-Go, Opera a la Carte, and its Resident Artists Program, which supports the next generation of opera singers. 

Our Commitment to Equity, Diversity & Inclusion

At Portland Opera, we are committed to diversity and inclusion in the workplace, and we are an equal opportunity employer.  Portland Opera Association will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law. We are committed to eliminating barriers to access and equity and see a diverse workforce as a key step toward this goal. We invite you to join us on our journey.

Full Job Description - More Information
Position: Customer Service Supervisor

Status: Regular/Full-time/Exempt

Reports to: General Manager, Broadway in Portland

Supervises: Customer Service Representatives

Normal hours: 9 AM - 5 PM, Monday - Friday, plus periodic evenings and weekends during shows, events and special campaigns depending upon production schedule


POSITION SUMMARY

The Customer Service Supervisor performs a wide range of administrative and customer service duties in the Broadway in Portland Box Office, including supervising customer service representatives, who may be full-time, part-time, or temporary/seasonal.


ESSENTIAL DUTIES AND RESPONSIBILITIES

Box Office Supervision and Operations:

  • Assist the General Manager with supervisory support of Broadway Customer Service reps.
  • Provide backup to the Broadway Across America (BAA) Regional Operations Manager by building events, checking builds and maintaining plans, events and financial tracking avenues for all ticketed events, including management of all inventory and ticket product lines, including updated/demand pricing.
  • Assist with inventory management between two ticketing systems.
  • Manage the nightly Box Office Statement creation and settlement process during performance weeks.
  • Assist in communications with BAA both in advance of the show and on site at the theatre.
  • Represent productions as the primary point of contact for the company manager and front of house when on site at performances.
  • Assist with the fulfillment of season benefits: additional tickets, exchanges, priority offers. Including providing ticketing services for all subscribers and single ticket patrons, and for other events or activities as needed.
  • Keep venue involved by notifying them of all shows, assign allotments, manage the inventory, and communicate consistent service policies. Remember the customers will not differentiate between our service and that provided by the venue or their box office/phone room. Our goal is to provide a seamless experience.
  • Maintain thorough knowledge of ticketing software and ticketing policies.
  • Maintain and provide thorough knowledge of all current and upcoming performances and events.
  • Work closely with House Managers, Concierges and other front of house staff to create a welcoming environment and memorable experience for all patrons.
  • Develop relationships with patrons to improve the theatre experience and exceed their expectations.
  • Must have a working knowledge of supervisory basics, including employee policies as they pertain to the Broadway Box Office staff.
  • Behavior is key to this position. This person must exhibit a positive attitude with consideration for others. The image they display directly impacts those that work for and with them. This position is one of leadership and development for others.

OTHER DUTIES

Additional duties may include:

  • Update phone greetings and messages for the Box Office as needed
  • Assist in maintaining and update sales records and other patron data for the company
  • Monitor sales activities, providing daily, weekly and monthly reports as needed
  • Assisting with special events
  • Assisting with VIP ticket services
  • Other related duties as directed

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)


SKILLS/EDUCATION/EXPERIENCE

  • A minimum of 3 years of experience in customer service
  • Strong working knowledge of ticketing systems; ability to generate standard reports as well as complete subscription, single ticket, and group sales
  • Upbeat, team player
  • Excellent verbal communication skills; ability to give instructions in clear and concise manner
  • Demonstrated success in training customer service representatives
  • Well-organized and detail oriented with ability to handle multiple tasks and competing priorities
  • Intermediate or above skill level in Microsoft Excel; ability to use standard Microsoft Word features to generate effective business communications

Helpful

  • Ticketmaster experience preferred; Paciolan experience and other integrated ticketing system experience very helpful
  • Knowledge of database principles, particularly data entry integrity

JOB CONDITIONS

GENERAL

This job requires creating and maintaining paper and computer files, as well as communicating using e-mail and telephone. Roughly 85% of the workday is spent working at a computer workstation. The workstation is lit with fluorescent lighting. Computer workstation, desk and other equipment are not shared and can be adjusted to make them more ergonomically comfortable. 

EQUIPMENT USED

In addition to a computer workstation and telephone, the Accounting Specialist uses email, copy and fax machines to perform duties. Use of other office tools may occasionally be required.

PHYSICAL DEMANDS

Position requires extended periods of sitting. Some concentrated data entry using computer keyboard and mouse is required. Phone work is intermittent and usually not for prolonged periods of the workday.  Occasional lifting tasks are required and are limited to 40 pounds or less without assistance.

About Portland Opera

OUR MISSION, VISION, AND VALUES

VISION
We celebrate the power of performance, storytelling, and song as an inclusive artistic leader.

MISSION
We gather and inspire audiences, artists, and collaborators to share opera experiences that enliven and connect us all, enhancing the cultural landscape of the beautiful Pacific Northwest.

VALUES
We realize our mission and vision with a constellation of values that guide our work:

The Art of Opera

We are unapologetically passionate about the live art of opera, and are energized by its roots as the people’s art form. We believe in its future. We continue the timeless tradition of storytelling, we celebrate the universal language of music, and we honor the brilliance of the human voice. 

Ensemble & Cultural Equity

Our work relies on being an ensemble, and our ensemble only thrives with diversity, equity, inclusion, and respect. We commit to actively confronting and dismantling white supremacy, patriarchy, and exclusion in our company, field, and community. We commit to being inclusive and strive every day to be an anti-racist organization. 

Our Shared Humanity

We sing stories about experiences, emotions, and moments that matter in life. In this practice we, together with audiences, aim to reveal and gain insight into the human condition—as a reflection of ourselves, and ourselves in relation to each other. 

Fiscal Strength & Stewardship

We are committed to the fiscal health of our organization, and its bright future. We are dedicated financial stewards of the community and the philanthropic funding that makes our work possible. 

Community Connections

We generate positive impacts for our community, fostering and co-authoring collaborations and programs to achieve meaningful engagement. We contribute to the civic and cultural life of our region, and amplify the contributions and insights of our peers, colleagues, and partners. 

Imagination & the Entrepreneurial Spirit

We accomplish our work with an enthusiasm to be creative, to innovate and transform, to adapt and collaborate. We hold ourselves and each other accountable to achieve sustainability, increase accessibility, and make space for curiosity in attaining our strategic goals. 

Compensation/Benefits

Compensation/Benefits: We work to empower and inspire all to be their very best. We are committed to keeping our employees and their families as healthy as they can be, which is why we provide a comprehensive benefits package.

  • Compensation Structure: This position offers an exempt salary dependent on experience, with the below benefits:

Our benefits start the 1st of the month following your start date and include: 

    • Medical, Dental, and Vision options 
    • Retirement plan 
    • Up to 18 days of PTO plus 16+ Paid Holidays off; including the last week of December off!
    • Work-life balance with a 37.5-hour work week! 
    • Two complimentary tickets to all Opera productions
    • Free parking or employer-paid monthly transportation allowance 
    • Indoor bike storage, shower, and locker room 

TO APPLY: 

Qualified candidates should forward resume and cover letter to OperaJobs@portlandopera.org   
Please, no phone calls.

Portland Opera is a tax-exempt 501(c)(3) organization and an Equal Opportunity Employer. 

Apply today! Email us your resume and cover letter.