Customer Care Supervisor at Learfield IMG College in Spokane, Washington

Job Description:

Learfield IMG College

Learfield IMG College is an affirmative action-equal opportunity employer. It is the policy of Learfield IMG College not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.

Paciolan is the #1 primary ticketing company in college athletics, and the #2 largest primary ticketing provider in the US including performing arts, arenas, and professional sports. As a leader in ticketing, fundraising, marketing, analytics, and technology solutions, we power more than 500 live entertainment organizations, selling over 120 million tickets a year.

TicketsWest, a Paciolan company, is the premier ticketing solution powering the Spokane Arena, Spokane Convention Center, First Interstate Center for the Performing Arts, and Podium. Join the team at TicketsWest and be part of bringing hundreds of live events to life in Spokane!

The Customer Care Supervisor is responsible for ensuring the smooth operations of the Paciolan Customer Care Center. This position leads a team of Customer Care Representatives (CCRs) to provide written (email) and telephonic (call center) customer care services to public ticket purchasers. This position hires, trains, and schedules CCRs and is responsible for ensuring CCRs posses knowledgeable and contemporaneous information of serviced venues and clients to provide efficient, courteous and respectful service. Additionally, this position is responsible for fulfillment operations, including accurate printing, stuffing, and mailing of customer ticket orders as well as managing ticket stock inventory in compliance with SOC audit standards.

JOB RESPONSIBILITIES:

• Hire, train, schedule and lead Customer Care Representatives in phone room operations and guest relations
• Build and maintain positive direct working relationships with clients serviced by the Customer Care Center.
• Act as chief liaison for customers to venues and escalated customer
• Compile and maintain current venue and upcoming event information library resource for CCRs.
• Identify and track KPIs of the Customer Care Center.
• Identify and track KPIs of individual agent performance and hold agents accountable to performance standards.
• Plan and execute Customer Care Representative meetings as
• Manage part-time staff hours budget for payroll.
• Manage resolution of customer service concerns.
• Ensure that all associates provide superior customer service to consumers, including ensuring high quality of written communication.
• Manage Paciolan Fulfillment operations to ensure timely printing, shipping, and delivery of event tickets in compliance with SOC audit standards.
• Additional duties as assigned.

Minimum Qualifications, Knowledge, and Skills

• Required: 1-3 years progressive supervisory experience in customer service-oriented roles
• Preferred: 2-3 years of Paciolan software experience
• Strong writing and verbal communication skills
• Strong interpersonal skills, including the ability to lead a team and the ability to deal professionally, courteously, and tactfully with the public and coworkers.
• Demonstrated ability to multi-task and prioritize well to meet deadlines.
• Strong time management skills
• Ability to communicate and develop an effective working relationship with fellow associates, managers, outside representatives and the public.
• Required: Proficiency in Microsoft Office products
• Behaves with integrity and honesty and is open with clients and fellow associates.

The approximate base pay range for this position is $26.45 to $26.45 per hours. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation may vary based on factors including but not limited to job-related knowledge, skills, and experience as well as geographic location.

Learfield is the leading media and technology services company in intercollegiate athletics. The company unlocks the value of college sports for brands and fans through an omnichannel platform with innovative content and commerce solutions for fan engagement. Headquartered in Plano, Texas, the company has long had the privilege of being an advocate for intercollegiate athletics and the student-athlete experience. Our suite of services includes licensing and multimedia sponsorship management; publishing, audio, digital and social media; data analytics; ticketing, ticket sales and professional concessions expertise; branding; and campus-wide business and sponsorship development.

Our people-first culture is the foundation of our business and is reflective of our approach to building meaningful relationships with our employees, partners, and fans. The company strives each day to deliver the mission statement and embody the core values that make Learfield an exciting place to work.

Our Mission

Powering the connection of fans to the brands and experiences they love.

Our Core Values

Build Trust | Be Fans of One Another | Power Tomorrow | Create & Connect Communities | Have Fun

Learfield offers a full spectrum of benefits for eligible employees including Medical, Dental, Vision, Health Savings Account, Life Insurance and Other Insurance Plans, Flexible Paid Time Off (including Parental Leave), Paid Holidays, 401(k), and Short/Long Term Disability.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. Learfield is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity.

#35601183

PI251688957

Apply Now