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Form of workPosition Summary The Festival Customer Service Representative monitors Customer Service phone and email channels; triaging all requests that come in and responding accordingly. This may include selling film tickets and memberships, resolving technical issues, or providing general information. An ability to learn new technology quickly and exemplary interpersonal skills are required, along with prior box office, help desk, or Customer Service experience.
This seasonal position will begin 3/25/2024 and end 4/26/2024. It is based out of the Milwaukee Film office located in downtown Milwaukee. The pay starts at $15.00 per hour.
As a perk of the job, you will receive complimentary admission for two to a screening of your choice at the Oriental Theatre (including free popcorn!), as well as a staff pass to see all the movies at the 2024 Milwaukee Film Festival. Best of all, you'll be supporting an organization dedicated to convening our diverse community and catalyzing positive change. If you are a keen problem solver and can thrive under pressure, please consider applying to become part of our festival team.
Key Responsibilities
- Respond to all phone calls and emails that come through our Customer Service channels, providing accurate information and escalating to other colleagues when necessary
- Sell film tickets and memberships, and provide exchange options as requested
- Resolve technical issues that may arise on our website, ticketing app, and virtual platform
- Provide excellent Customer Service to all Milwaukee Film Festival patrons and staff
- Resolve conflicts in a positive and mutually beneficial way
- Write and submit a comprehensive festival evaluation report
- Perform other duties, as assigned
Qualifications
- Prior Customer Service or help desk experience required
- Prior box office experience preferred
- Enthusiasm for the festival and dedication to excellent Customer Service
- Experience with Elevent or another ticketing system preferred
Knowledge, Skills and Abilities
- Adept at learning new computer systems easily and efficiently
- Exceptional communication skills
- Must be a big picture thinker paired with deep analytical and problem solving skills using judgment that is consistent with Milwaukee Film's standards, practices, policies and procedures, and government regulation, compliance, or law
- Ability to effectively identify and resolve problems in a timely manner and proactively develop alternative solutions
- Must be a dynamic, resourceful, authentic, level-headed leader with the confidence to express a strong point of view and provide honest feedback, and who can work collaboratively to drive the best results for, ultimately, our patrons and artists
- High level of personal integrity
- Proficient with basic computer use and point-of-sale systems
Work Relationships & Scope
Reports to Ticketing & Customer Service Manager. Frequently interacts with patrons, members, and staff. Secures the input or approval of the Ticketing & Customer Service Manager in making decisions when answers are not clear and further guidance or input is needed. This position is expected to work long hours, including evenings and weekends, in the lead up to and during the festival.
Work Environment/Physical Demands/Mental Demands
- General office environment
- Sitting at least 75% of the time
- Can manage what may occasionally be considerable stress in healthy ways
- Can communicate verbally with colleagues, vendors, patrons, and others
- Audible speech and good hearing and eyesight
- Read/interpret electronic and paper documents
- Able to process and understand written instruction
- Able to operate a computer and other office equipment
Who We Are and What We Do
Milwaukee Film is a nonprofit arts organization dedicated to entertaining, educating, and engaging our community through cinematic experiences, with a vision to make Milwaukee a center for film culture. We operate the magnificent Oriental Theatre, a historic cinema palace committed to high-quality and accessible film and education programming. Since 2009, the annual Milwaukee Film Festival has brought together film fans and filmmakers to celebrate the power of cinema. Our education programs and cultures and communities platform provide avenues toward making our community a more empathetic and equitable place for everyone to live.
