Customer Relations Representative

Carnegie Hall; New York (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

Carnegie Hall is seeking a Customer Relations Representative to support its omni channel Ticketing Services team. The role involves assisting patrons via phone, live chat, and online channels, and handling ticketing and related transactions with high accuracy.

The position reports to the Associate Director, Customer Relations and requires working Friday–Tuesday, 11:00 AM–7:00 PM in a fast-paced environment that values clear communication and teamwork.

Qualifications

• Strong customer service and interpersonal skills.
• Ability to communicate clearly across phone, live chat, and online channels.
• Comfortable multitasking in a fast paced, high volume environment.
• Ability to work independently and as part of a team.
• Proficiency with Microsoft Office.

Responsibilities

• Provide customer support across phone, live chat, and digital channels in an omni channel contact center environment
• Process single ticket sales, subscription series sales, and subscription exchanges
• Assist with contributions, ticket donations, and related transactions
• Support workshop and rehearsal registrations and general event inquiries
• Handle ticket reissuing, refunds, and order adjustments
• Guide patrons through website navigation and provide support for chatbot and self service tools
• Respond to inquiries regarding performances, policies, and general Carnegie Hall information
• Complete administrative support tasks as needed

Skills

Customer service

Multichannel communication

Teamwork

Attention to detail

Independent work

Tools

Microsoft Office

Job description

Since 1891, New York's Carnegie Hall has set the international standard for excellence in performance, presenting exceptional concerts by the world’s finest artists on its three iconic stages, from orchestral concerts, chamber music, contemporary offerings, and recitals to jazz, world, and popular music. Complementing its performance activities, Carnegie Hall’s Weill Music Institute creates extensive music education and social impact programs that annually serve more than 800,000 people worldwide, playing a central role in fulfilling Carnegie Hall's commitment to making great music accessible to as many people as possible.

Department: Ticketing Services

Title of Position: Customer Relations Representative

Reports to Position: Associate Director, Customer Relations

Overview

The Customer Relations Representative is a member of Carnegie Hall’s Ticketing Services team, supporting an omni channel contact center. Representatives assist patrons across multiple platforms including phone, live chat, and online channels, delivering high quality service and accurate information in a fast paced environment.

Required schedule for this position is Friday–Tuesday, 11:00 AM–7:00 PM.

Key Responsibilities

• Provide customer support across phone, live chat, and digital channels in an omni channel contact center environment
• Process single ticket sales, subscription series sales, and subscription exchanges
• Assist with contributions, ticket donations, and related transactions
• Support workshop and rehearsal registrations and general event inquiries
• Handle ticket reissuing, refunds, and order adjustments
• Guide patrons through website navigation and provide support for chatbot and self service tools
• Respond to inquiries regarding performances, policies, and general Carnegie Hall information
• Complete administrative support tasks as needed

Skills and Qualifications

• Strong customer service and interpersonal skills
• Ability to communicate clearly and professionally across multiple channels
• Comfortable multitasking in a fast paced, high volume environment
• Ability to work both independently and as part of a team
• Computer literacy required; proficiency with Microsoft Office preferred
• Familiarity with performing arts and classical music is a plus
• Strong attention to detail and ability to manage a wide range of responsibilities

Carnegie Hall is an equal opportunity employer, committed to diversity and inclusion in the workplace. Decisions concerning employment are made on the basis of an individual’s qualifications to contribute to meeting Carnegie Hall’s needs, and Carnegie Hall is committed not to discriminate against individuals on the basis of race, color, national origin, citizenship, religion, sex (including gender identity, gender expression or status of being transgender), sexual orientation, marital status, familial status, status as a caregiver, status as a victim of domestic violence or sex offenses or stalking, criminal convictions (except where otherwise permitted by law), arrest record, credit history, pregnancy, age, mental or physical disability, veteran or military status, reproductive health decisions, or any other characteristic protected by law.