Audience Experience Lead

Colonial Group; Los Angeles (CA); On-site; USD 37,000 - 50,000; Full time

Job summary

The Music Center in Los Angeles is seeking an Audience Services Supervisor to lead the Audience/Patron Services team, ensuring exceptional customer service across phone, online, and in-person channels. You will report to the Audience Services Manager and supervise Representatives in a dynamic venue environment.

You will monitor performance, coach staff, and prepare operational reports while supporting revenue goals.

Qualifications

• Minimum of 5 years in professional customer service with at least 2 years of supervisory experience.
• Able to handle a variety of tasks under tight pressure in a fast-paced environment.
• Strong ability to learn and retain new information.
• Positive "can do" attitude with strong interpersonal skills and courteous communication.
• Strong analytical skills to collect data and make quick decisions.
• Experience with Tessitura ticketing system is a plus.

Responsibilities

• Supervise and monitor daily activities of Audience/Patron Services Representatives.
• Monitor productivity and performance for accuracy and policy compliance.
• Conduct monthly call reviews and coaching sessions.
• Assist in staff scheduling to cover operational hours.
• Prepare daily reports on sales, issues, calls, and volume.
• Ensure effective inbound sales and resolve escalated calls.

Skills

Supervisory experience

Customer service

Communication skills

Analytical thinking

Sales experience

Multitasking

Bilingual

Team collaboration

Problem solving

Attention to detail

Tools

Tessitura

MS Office

Job description

The Music Center in Los Angeles is seeking an Audience Services Supervisor to lead the Audience/Patron Services team, ensuring exceptional customer service across phone, online, and in-person channels. You will report to the Audience Services Manager and supervise Representatives in a dynamic venue environment.

You will monitor performance, coach staff, and prepare operational reports while supporting revenue goals.