Customer Service Representative (Full-Time)

Sight & Sound; Ronks (PA); On-site; USD 32,000 - 42,000; Full time

Job summary

Sight & Sound in Ronks, PA is seeking a Customer Service Representative to provide the highest quality guest service by phone, in person at the Box Office, or through the Contact Center. You will use Showtix, Talkdesk, Teams, Outlook and other systems to assist guests with information and reservations, work a flexible schedule, and contribute to a culture of care and teamwork.

This role requires strong computer and typing skills, clear communication, and the ability to stay calm under pressure

Qualifications

• Strong computer skills and ability to navigate multiple systems.
• Typing speed and accuracy.
• Excellent written and verbal communication, and interpersonal skills.
• Ability to stay calm and professional under time pressure.
• Willingness to learn and serve Guests.
• Ability to think critically and solve problems with leadership.

Responsibilities

• Provide the highest level of customer service by phone for guests and potential guests.
• Assist guests in person at the Box Office when required.
• Address customer needs professionally and graciously.
• Learn and use Showtix, Microsoft Teams, Outlook, SharePoint, and Talkdesk effectively.
• Communicate clearly with leadership and the team across locations.
• Process daily guest reservations and related tasks promptly.
• Support Sight & Sound culture in interactions with guests and team members.
• Adhere to sales and business policies set by leadership.

Skills

Strong computer skills

Solid typing skills

Excellent written and verbal comms

Excellent interpersonal skills

Remain calm under pressure

Willingness to learn and serve

Critical thinking & problem-solving

Tools

Showtix

Microsoft Teams

Outlook

SharePoint

Talkdesk

Job description

Sight & Sound is an organization comprised of people with diverse talents coming together as one in Christ to tell His story through who we are and what we do. We foster a culture of love for God and love for others, trust and teamwork, and a collaborative environment in which we get to do our best work every day.

The Customer Service Representatives is responsible for providing the highest quality of customer service for guests and potential guests who are seeking information and/or booking reservations for Sight & Sound through the Contact Center or theatre Box Office.

The Contact Center is operational six days a week in which Customer Service Representatives will work five out of the six days. This role has two variable shifts, which includes an early shift and a late shift. The early shift schedule is 8:15 am to 5:00 pm Monday through Saturday, and the late shift schedule is 10:45 am to 7:30 pm Tuesday through Saturday. Customer Service Representatives work a combination of these shifts throughout the week, including some Saturdays. Lastly, the expectation is that the employee will work 40 hours per week.

Essential Duties & Responsibilities

• Administer the highest level of quality Customer Service. For all Customer Service Representatives, this will include assisting guests over the phone. For Customer Service Representatives working in the Box Office, this will include assisting guests in person.
• Professionally and graciously meet customers’ needs when addressing difficult problems or situations.
• Learn and utilize appropriate computer systems including Showtix (our ticketing software), Microsoft Teams, Outlook, SharePoint, Talkdesk (our phone & webchat system), etc.
• Communicate clearly and efficiently with leadership and the broader team in both locations.
• Complete daily tasks related to guest reservations in a timely manner.
• Demonstrate and support the culture of Sight & Sound in interactions with both guests and team members.
• Administer and remain informed with sales and business policies and procedures decided upon by leadership.
• All other duties as assigned.

Prerequisites

• Strong computer skills
• Solid typing skills
• Excellent written and verbal communication, and excellent interpersonal skills
• Ability to remain calm and rational under the pressure and time demands in a fast-paced environment
• A willingness, desire, and ability to learn and serve
• Ability to think critically and problem-solve in partnership with leadership

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.