Sales Manager, Customer Service & Call Center - Lyric Opera of Chicago

• Supervise day-to-day operations of part-time staff.
• Coordinate monthly scheduling of Call Center staff and front-of-house Concierge staff.
• Coordinate with the Senior Director of Audience Services and act as a liaison between external venue partners to establish Lyric off-site event protocols, including staffing, front-of-house operations, and remote box office policies.
• Assess Lyric’s ticketing needs with a focus on accurate reporting of patron data, customer recommendations, and dictating appropriate solutions based on patron needs.
• Answer and direct audience inquiries by customer service best practices, and provide prompt, professional, and friendly responses to customer complaints.
• Provide a productive and safe environment where the Audience Services staff can work with maximum productivity.
• Assist with the printing of subscription tickets and daily single ticket batch prints.
• Assist with end-of-year ticketing donation.
• Assist the Senior Director of Audience Services with accurate monthly reporting, budgeting, and expense tracking for the Audience Services staff.
• Advice and assist with implementing, reporting, and generating events using the Tessitura ticketing system.
• Assist staff with patron-specific questions and general concerns and provide answers that align with Lyric's high standard of patron experience.
• Organize and interpret phone reports to better establish current and future departmental staffing needs.
• Monitor the ongoing development of Audience Services Department policies and procedures.
• Process patron requests such as brochures, renewal notices, and general information inquiries.
• Review all ticketing and membership-related patron communications, providing edits on clarity and accuracy of ticketing information.
• Coordinate with the Senior Director of Audience Services and administer performance appraisals, coaching, and counseling as needed.
• Serve as a “power user” representative and liaison for CRM/Ticketing/Database software.
• Attend and participate in department planning meetings, including institutional strategy and seasonal programming.
• Assist in proofing emails and brochures.
• Advise and train all new part-time staff, including systems, processes, upselling, and customer service.

• Bachelor's Degree or equivalent experience in a high-volume customer service environment.
• Three years of experience in call center or box office management.
• Working knowledge of and comfort working with a ticketing-based CRM.
• Knowledge of Tessitura is a strong plus.
• Excellent customer service skills, including demonstrated listening skills to identify customers' unique needs, interests, and concerns.
• Strong people management and training skills focused on team-building and nurturing staff development.
• The ability to problem-solve and effectively manage barriers to sales.
• Ability to work and think independently, a motivated self-starter who works well in a larger team.
• A professional demeanor as a community representative of Lyric Opera.

• Ability to oversee evening or weekend functions or performances.
• Sitting for extended periods.
• Ability to operate office equipment as needed.

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