Customer Relations Manager — Omnichannel Leadership

Carnegie Hall Corporation; New York (NY); On-site; USD 85,000 - 120,000; Full time

Job summary

Carnegie Hall is seeking a Manager, Customer Relations to oversee its omni-channel contact center. You will supervise Customer Relations staff, manage schedules, and collaborate with departments to ensure a seamless ticket buying experience across phone, email, and live chat.

The role emphasizes leadership, training, and operational reporting, with a focus on exceptional customer service and adherence to accessibility and fraud controls.

Qualifications

• A bachelor’s degree is preferred.
• Knowledge of music and live entertainment is desired.
• Leadership and supervisory experience in a customer service or contact center.
• Experience in omni-channel customer service (phone, email, live chat).
• Ability to manage multiple priorities in a fast-paced, high-volume environment.
• Strong interpersonal, written, and verbal communication skills.
• Experience handling escalated customer situations with professionalism and sound judgment.
• Familiarity with Tessitura and Zendesk preferred.

Responsibilities

• Oversee daily omni-channel contact center operations (phone, email, live chat).
• Provide supervision, guidance, and training to Customer Relations staff.
• Manage weekly call center schedules and staffing adjustments.
• Prepare daily shift reports and service summaries for leadership.
• Handle escalated ticket buyer interactions with professionalism.
• Oversee email response management and ticketing platforms.
• Monitor inquiries via Zendesk and other platforms; ensure timely resolution.
• Train new employees and provide ongoing staff development.
• Coordinate with other departments to support customer service initiatives.
• Assist in implementing new procedures and workflows to improve efficiency.

Skills

Leadership & staff supervision

Omni-channel service

Customer communications

Scheduling & staffing

Reporting & analytics

Cross-functional collaboration

Problem solving

Education

Bachelor’s degree preferred

Tools

Zendesk

Tessitura

Telephony software

Microsoft Office

Job description

Carnegie Hall is seeking a Manager, Customer Relations to oversee its omni-channel contact center. You will supervise Customer Relations staff, manage schedules, and collaborate with departments to ensure a seamless ticket buying experience across phone, email, and live chat.

The role emphasizes leadership, training, and operational reporting, with a focus on exceptional customer service and adherence to accessibility and fraud controls.