Job Description

About The Kennedy Center \xe2\x80\x9cI am certain that after the dust of centuries has passed over our cities, we, too, will be remembered not for victories or defeats in battle or in politics, but for our contribution to the human spirit.\xe2\x80\x9d \xe2\x80\x93 President John F. Kennedy The Kennedy Center is the nation\xe2\x80\x99s cultural center and living memorial to President John F. Kennedy. Located on the banks of the Potomac River in Washington, D.C., the Center presents performances across all genres, and is also home to artistic affiliates Washington National Opera and National Symphony Orchestra. At the Kennedy Center, we strive to foster belonging and empowerment at work. We are able to advance our mission because of our committed and passionate employees. We are fortunate to be able to leverage their diverse perspectives, life experiences and skills to inform how our workplace can be a safe, transparent, and replenishing community. The Kennedy Center is an equal opportunity employer and does not discriminate against any employee or applicant based on race, religion, gender identity, sexual orientation, disability, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Mission Statement: As the nation\'s performing arts center, and a living memorial to President John F. Kennedy, we are a leader for the arts across America and around the world, reaching and connecting with artists, inspiring and educating communities. We welcome all to create, experience, learn about, and engage with the arts. Why Join Us We offer a comprehensive range of benefits to all full-time employees including:

• Staff offers for discount tickets
• Retirement plan with organization matching (after 1 year of employment)
• Qualifying employer for the Public Student Loan Forgiveness Program (PSLF)
• Commuter programs including pre-tax options for discounted parking and SmartBenefits (WMATA)
• Annual Leave, Sick Leave, and Personal Days available immediately upon hire
• 11 paid holidays per year
• Medical, Dental, and Vision benefits with FSA and HSA options, and paid FMLA
• Flexible work arrangements
• We like to have fun! Check out the Kennedy Center National Dance Day 2022 staff video!

The Ticket Office Call Center Supervisor (Instant Charge Supervisor) will supervise and support full-time and flexible-time employees of Instant Charge ticket sales and information office to ensure successful telephone ticket sales, efficient, professional communications with patrons, and provide exceptional customer service. Produce related reports, and provide other assistance as assigned by the Instant Charge Manager. The successful incumbent will have a demonstrated ability to set expectations and goals, prepare, motivate, and assess work of subordinate employees. Successfully builds trusting relationships with employees utilizing effective coaching and discipline techniques to ensure maximum productivity and completion of work goals. Works to build productive relationships throughout the organization. Duties & Responsibilities

• Supervise all staffed operators on-site; schedule approximately 30+ operators on a weekly basis; respond to questions and requests for assistance from operators in a positive, professional manner; responsible for daily opening and closing of the office; act as a back-up in the absence of the manager which includes weekends, holidays, and/or other times when the manager is off; ensure the smooth running of the day-to-day needs of the department. Act as an emergency warden, working with office of safety and security, to ensure staff safety. This operation is 7 days a week, including holidays. Continually ensure operators have up-to-date information utilizing current technology and automation resources; respond to changes in call scripts, sales programs, artistic programming, ticket discounts and offers, and ticket on sale dates; maintain customer service training programs, documentation, and resources for all operators; provide training, upskilling, and coaching to operators on an as needed basis; provide input to management regarding employee performance and patron issues; conduct on the spot counseling to employees to resolve issues as needed. Effectively administer union contract, and act in accordance with other related collective bargaining agreements.
• Intervene as needed to resolve patron issues. Have the ability to handle patron calls when the call is escalated to the supervisor level. Work closely with other departments to resolve patron issues, filter calls appropriately, and source information for patrons. Authorize exceptions to company policy without prior approval in order to resolve customer service issues. Must be able to calmly handle any emergency situation and make independent decisions when serving patrons and supervising employees.
• Run computer-generated daily reports of ticket sales from the CRM system, phone call statistics and operator efficiency reports from the Call Center system software, daily ticket discounts and offers information from custom reports and technology resources, reports on other pertinent information, and provide analysis as needed. Produce CRM related reports, utilize technology analytics tools, check all operator orders and data entry for accuracy and efficiency. Provide testing on CRM software upgrades, custom report development, call center software updates, and other technology tools as needed. Calculate and enter operator payroll, incentive pay and other benefits related payroll needs of union employees on a daily basis. Coordinate and communicate staff ticket discount offers and community group ticket discount offers.
• Ensure that all electronic equipment is maintained and repaired on a timely basis, that technology resources are functioning properly, and that any issues are brought to the attention of the appropriate personnel. Coordinate, inventory and organize office supplies and resources as needed.

Other duties as assigned. Key Qualifications

• Bachelor\xe2\x80\x99s degree or equivalent work experience
• One or more years of supervisory experience in sales and/or customer service
• Experience with ticketing CRM systems, Tessitura preferred
• Strong demonstrated customer service skills
• Experience and interest in the Arts/Entertainment industry
• Candidate must be local or willing to relocate to the DMV area

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is normal. Must be able to work in a small area. Additional Information The Instant Charge Office is open 7 days per week, and Supervisor staffing is required on weekends and holidays. Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling and work location may be changed at any time, as required by business necessity.