Customer Service Manager

The role of Customer Service Manager is a leadership position that will be responsible for managing an established and growing team of Customer Service representatives and their communications as they pertain to ticketing or theatre operations at the nine Broadway theatres owned and/or operated by the Nederlander Organization, the parent company of Broadway Direct.

Our customers’ experience is at the center of everything we do. Delivering welcoming, meaningful, memorable experiences is how we create lifelong Broadway fans and make a long-lasting impact on our industry. We achieve this by working in an agile environment with a focus on innovation and teamwork.

The Broadway Direct Customer Service team is made up of passionate and empathetic people who aren’t just words on a computer screen or voices on the other side of the phone — we’re theatergoers and Broadway lovers, with our fingers on the pulse of Broadway and a strong understanding of how to share our knowledge. Our mission is to provide guests in our theatres and customers purchasing tickets through us with fast, accurate, and empathetic assistance, no matter their issue or question.

The Broadway Direct Customer Service Team deals with around emails, calls, chats, and messages in our capacity as both venue owner and ticket seller. This means helping with everything from navigating the ticket buying process and securing accessible seats to providing information about the content of shows and the neighborhood the theatres are located in.

The Nederlander Organization and Broadway Direct are committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. The organization strives to ensure a welcoming work environment where everyone belongs and is valued, encouraged & respected for their unique contributions. We are focused on building a culture that acknowledges and values Diversity, Equity, and Inclusion. As such, we are an equal opportunity employer and value diversity at our organization.

Responsibilities

• Managing a team of Customer Service leads and agents who will be the first contact with the guest. This will include scheduling, training, and enforcing the minimum acceptable Customer Service standards as they pertain to our customers and also the employees in accordance with the employee handbook.
• Answering questions and engaging directly with customers in accordance with our standards of service and internal knowledge base via our online Customer Service platform. Interactions may occur via email, live chat, phone, or a combination of these channels.
• Serving as a point of escalation for difficult customers and situations, extenuating circumstances, and critical decisions.
• Coordinating the resolution of issues that may require discussions with Operations, House Management, Sales & Ticketing, etc.

Qualities

• Enthusiastic and enjoy working as part of a larger team
• Committed to helping consumers have the best experience
• Outgoing and enjoy team brainstorming and collaboration
• Comfortable with a paperless office philosophy
• Self-starter and proactive with a goal of executing plans
• Confident in their abilities to navigate difficult situations with grace
• Experience with Zendesk, Salesforce, Slack a plus
• Passion for Broadway and theatre a plus

Minimum Basic Standard Benchmark (“MBSB”)

Minimum basic standard benchmark (“MBSB”) of proficiency will be established so that minimum standards are met when working with customers, management and co-workers. Training will be provided.

Employees understand that to maintain a MBSB, employee interactions with customers may be recorded without notice for quality control purposes. The records may be used to demonstrate that a minimum basic standard was or was not met. The recordings may also be used for training purposes.

MBSB metrics may include, but are not limited to:

• Polite, helpful, “customer is always right” attitude.
• Accuracy of answer provided to customers.
• Speed of providing answers to customers.
• Spelling & grammar accuracy when responding to e-mails.
• Quality of customer interactions.
• Customer satisfaction surveys.
• Secret shopper reports.
• Reviewing transcripts of interactions.

Working Conditions

• The main office is centrally located in the Theatre District.
• Customer Service hours are Monday – Sunday from 10am – 8:30pm. The Customer Service Manager works 10am – 6pm Wednesday – Sunday.
• On Designated Holidays the office is closed, however, Customer Service continues to work.
• A desktop computer will be provided in the office. Remote work is not permitted unless approved by Senior Management.
• A standard company confidentiality agreement/NDA is required.
• This position would be in a professional high paced office environment.
• Annual starting salary range = $50,000 - $60,000. Starting salary commensurate with experience.
• After three (3) months of full-time employment:
• Group Medical and limited Dental Insurance
• Term Life Insurance
• Accidental Death and Dismemberment Insurance,
• 401 (k) Savings Plan
• Long Term Care

Physical Requirements

While performing the duties related to this job, the employee is regularly required to have visual acuity, talk, and hear while communicating with executives and other staff members. This position requires sitting, standing, bending, and walking. The employee may occasionally be asked to lift and/or move items up to 10 pounds.

Other Duties

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Employment for this position may be contingent on passing a skills test.

In compliance with NYS law (excluding legally qualified exempt individuals) all employees must be fully vaccinated and up to date on their booster shots.

Nederlander Productions provides equal employment opportunity. Discrimination of any type will not be tolerated. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristics protected by state, federal and local law. Nederlander Productions employees take part in yearly Anti-discrimination, Anti-harassment, DEIB, Anti-Bullying training and Anti-Racism training.

About the Company

Nederlander is a family-owned purveyor of live entertainment since 1912. We operate historic theaters, produce, and present the best in theatrical and concert events, and innovate new ways to engage future generations of theatergoers.

Broadway Direct is a national consumer brand that is an official and trusted source for all things Broadway. Broadway Direct presents its customers with relevant Broadway news as well as informing consumers where to purchase authentic tickets online for any Broadway show in NYC and Broadway shows on tour across the country.

Broadway Direct was founded by the Nederlander Producing Company of America. Nederlander owns and/or operates nine Broadway Theatres in New York City including the Richard Rodgers Theatre (HAMILTON), The Gershwin Theatre (WICKED) and The Minskoff Theatre (THE LION KING).

The Nederlander Organization and Broadway Direct are committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. The organization strives to ensure a welcoming work environment where everyone belongs and is valued, encouraged & respected for their unique contributions. We are focused on building a culture that acknowledges and values Diversity, Equity, and Inclusion.

How to Apply

Prepare a one page cover letter that outlines the following:

• Why are you interested in working with Broadway Direct?
• Why are you the perfect candidate for the job?
• What are your career goals?

Along with the one page cover letter, please include a one page resume that highlights your most recent job experience(s) and also your educational background.

No phone calls please, all interested candidates must submit their cover letter and resume online.