Customer Service Agent

Proctors Group; City of Schenectady (NY); On-site; USD 20,000 - 28,000; Full time

Job summary

Proctors Collaborative in Schenectady, NY, seeks a full-time Box Office Customer Service Agent to provide accurate information and assist patrons with tickets across Proctors, Capital Repertory Theatre, and Universal Preservation Hall. The CSA role combines face-to-face, phone, mail, and email support in a fast-paced environment.

Responsibilities include taking calls, guiding purchases, staffing the box office, and assisting accessibility needs; travel to Albany, Schenectady, and Saratoga is

Qualifications

• Excellent customer service skills and a genuine desire to accommodate patrons’ needs.
• A passion to work with a diverse workforce and patron base.
• Strong phone, written and verbal communication skills.
• Previous call center experience preferred.
• Proficiency in standard computer skills and ability to learn database programs quickly.
• Ability to work in a fast paced, high-volume environment.
• Strong sense of self-motivation and initiative.
• Team player that can work well with others, at times in a stressful environment.
• Upbeat, friendly personality; professional demeanor and appearance.
• Strong work ethic.

Responsibilities

• Take incoming calls and assist patrons with purchasing tickets, navigating the website, setting up a season subscription, and setting up payment schedules.
• Make outgoing calls to patrons from voicemails, emails, and follow up.
• Staff the box office counter during both daytime hours and event shifts; including printing tickets, selling tickets, taking payment, and assisting patrons.
• Working the accessibility desk during performances to assist patrons with specific needs such as basic first aid, hearing devices, sensory needs, and visual impairments.
• Ability to travel to all locations including Albany, Schenectady, and Saratoga.
• Box office projects as assigned.

Skills

Customer service

Phone communication

Verbal communication

Written communication

Call center experience

Self-motivation

Team player

Professional demeanor

Tools

Database programs

Job description

Proctors Collaborative is the Capital Region’s leading regional arts organization with performing arts venues in Albany, Schenectady and Saratoga, and education, civic engagement and economic development initiatives throughout the region. We are changing expectations about how the arts serve a community.

Proctors Collaborative seeks a full-time, benefits-eligible Box Office Customer Service Agent (CSA) to serve in a professional, front-line position. Our CSA team is an essential part of our patrons’ experience with Proctors, Capital Repertory Theatre, and Universal Preservation Hall. A CSA is expected to provide patrons with accurate event/facility information and assist with the selection and purchase of tickets. This is done with a high quality of individualized customer service via face-to-face, telephone, mail, and e-mail.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Take incoming calls and assist patrons with purchasing tickets, navigating the website, setting up a season subscription, and setting up payment schedules.
• Make outgoing calls to patrons from voicemails, emails, and follow up.
• Staff the box office counter during both daytime hours and event shifts; including printing tickets, selling tickets, taking payment, and assisting patrons.
• Working the accessibility desk during performances to assist patrons with specific needs such as basic first aid, hearing devices, sensory needs, and visual impairments.
• Ability to travel to all locations including Albany, Schenectady, and Saratoga.
• Box office projects as assigned.

POSITION QUALIFICATIONS:

• Excellent customer service skills and a genuine desire to accommodate patrons’ needs
• A passion to work with a diverse workforce and patron base
• Strong phone, communication (both written and verbal) skills
• Previous call center experience preferred
• Proficiency in standard computer skills and ability to learn database programs quickly
• Ability to work in a fast paced, high-volume environment
• Strong sense of self-motivation and initiative
• Team player that can work well with others, at times in a stressful environment
• Upbeat, friendly personality
• Professional demeanor and appearance
• Strong work ethic

PAY RATE: $17.51 per hour

Proctors Collaborative is committed to building a workplace that is both creative and progressive. To that end, we seek a broad spectrum of candidates including women, people of color, all cultural backgrounds and persons with disabilities. We celebrate individual differences, and we strive to treat everyone with fairness and respect.

Proctors Collaborative does not discriminate in practices or employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans’ status, age or any other characteristic protected by law.

432 State Street

Schenectady, NY 12305