Customer Service Manager - Telephone Call Center

EVENTS SPEC 2 (006291)

UCPath Position ID: 40088167

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

601452

Approved Date:

2/24/2026 10:20:40 AM

Date Last Edited:

2/24/2026 10:20:36 AM

Last Action Effective Date:

7/1/2022

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR

Division Code:

5901D

Division:

ADMINISTRATION

Department:

386500 - CENTRAL TICKET OFFICE

Position Details

UCPath Position Number:

40088167

Position Description ID

164694

UC Payroll Title:

EVENTS SPEC 2 (006291)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

Grade 19

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

99: Non-Represented (PPSM)

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40101773

Reports to Payroll Title:

EVENTS SUPV 1

UCPath Department Head Position Number:

40063622

Department Head Payroll Title:

EVENTS SUPV 2

GENERAL SUPERVISION - Indicates that the incumbent develops procedures for performance of variety of duties; or performs complex duties within established policy guidelines.

POSITION SUMMARY

Under the direct supervision of the Customer Service and Special Events Manager, serve as Customer Service Manager for Call Center for the Central Ticket Office. This position has overall responsibility for the day to day operation of the CTO Call Center handling all inbound telephone calls, Chat functionality questions and email correspondence from customers inquiring about ticket purchases, event information or other customer service questions.

Personnel - Supervision, Training, Scheduling and Evaluating

1. Responsible for the training of personnel assigned to the customer service area in all aspects of point-of-sale procedures, as well as customer relations. (E) 2. Responsible for the Office Quality Assurance program ensuring all customer service personnel are observed monthly to ensure they are following the proper standards of both customer service areas. (E) 3. Assist the Office Coordinator to create an overall training program for student employees. Train and monitor these employees on telephone area functions including customer service and how to handle initial customer complaints. (E) 4. Responsible to counsel employees who are not fulfilling their responsibilities. Responsible to take further disciplinary action when counseling does not work. (E) 5. Evaluate all student staff on a quarterly basis. Include in each evaluation comments about student attendance, timeliness, the knowledge about our events and the student's customer service attitude. (E) 6. Assist in the preparation of the weekly or quarterly schedule for telephone area personnel. (E) 7. Responsible for ensuring that Weekend phone supervisors are trained to perform their duties correctly. (E) 8. Responsible for directly supervising one full-time customer service representative, whose primary job is answering UCLA Performing Arts calls. (E) 9. Responsible to produce a yearly evaluation for the full-time customer service representative. (E) 10. At events where a career staff member is not assigned, make periodic checks of the student staff ensuring adequate staff is on duty, and sufficient tickets and change are available. (E) 11. Act as event ticket supervisor at events as assigned, providing overall supervision for ticket sellers. (E) 12. Resolve customer problems, as needed. (E) 13. Perform supervisory duties on weekends and holidays as scheduled. (E)

35%

Customer Service Supervision

1. Supervise the telephone Customer Service Representatives answering the incoming telephone lines, ensuring that they are speaking with the customers in a courteous manner. (E) 2. Ensure employees have all necessary resources and supplies to begin the day. Ensure employees use all available resources to give customers the correct information at all times regarding event information, including dates, times, event schedules, prices, etc. (E)              3. Monitor the taking of ticket orders from individual customers to ensure information needed by Ticket Office is correct and entered into ticket system correctly or neatly written on proper form. If on a form, organize written orders for processing, ensure all written orders are sorted by kind of order and forwarded to the Operations processing area. (E) 4. Monitor the taking of refund requests, exchange requests or Customer Request Forms ensuring all forms are properly filled out. As needed, process these requests in a timely manner or forward daily to the proper department for response or action. (E) 5. Monitor the allocation of tickets to individual telephone customers during the allocation portion of the order taking process ensuring that the customer receives the best available seats. (E) 6. Ensure that appropriate marketing data is collected from customers and recorded correctly either on the ticket system or on the order form. (E) 7. Coordinate with the Vault area to determine when events go on will call over the telephone and when to cut off telephone orders prior to event. (E) (E) 8. Intervene on telephone customer service complaints, and/or problems and either resolve or forward call and/or completed problem form to appropriate supervisor in a timely fashion. (E) 9. Responsible for the production and distribution of the monthly call and chat reports. (M) (M) 10. In the absence of the Customer Service Manager - Window, assist the Customer Service and Special Events Manager in the supervision of the Window Area personnel and supervise the Window Area customer service staff in their daily responsibilities. (E) 11. Responsible for maintaining an efficient method of dispersing information to students on a day to day basis.

45%

Event Information

1. Overall Responsibility for the Office Knowledge Base which contains all event information necessary to answer customer questions. If the Office Knowledge Base is missing any information, connect with the Office Client Representatives and have them update the event's information. (E) 2. Responsible for the constant update of the Office Knowledge Base, work stations, grease board and any other communication methods in order to keep all information available to clerks, and therefore to customers, as current as possible. Maintain these items on a continual basis. (M) 3. Responsible for programming the auto attendant and the call sequencer according to office needs and for training designated employees how to use the message features and reports of the sequencer. (E) 4. Responsible for determining, updating and changing the content of the daytime and evening messages and the announcements for the auto attendant and the call sequencer on a timely basis ensuring any old messaging is removed or updated. (E)

10%

Office Operations

1. Responsible for all telephone equipment including auto attendant, call sequencer and printer. This includes inventory and mapping of such equipment located in the CTO and it's satellite locations. Responsible to maintain ongoing informational support regarding capabilities and limitations of  the Verizon Call Center system. (E) 2. Responsible for calling in of all telephone and data line repair calls for Ticket Office telephones, and follow-up on same to ensure work is satisfactorily done. Responsible for requesting services from Telecommunications employees via TSR's. Responsible for working with telecommunications employees when they perform requested services on-site. (E) 3. Responsible for production and distribution of monthly telephone payroll analysis report. (E). 4. Manage outgoing calls to customers for periodic renewal or sales campaigns, or for customer service follow-up. Ensure all accounts on each list are called and status of connecting with each account is tracked to provide accurate information on the progress of completing the campaign. (E) 5. Manage Central Ticket Office Event Calendar by entering all our client's events in which we have a role. Ensure calendar is accurate and updated continually as new events are scheduled. Disseminate calendar to career staff at the weekly staff meeting. (E) 6. Manage Central Ticket Office Career Staff Time Off Calendar by recording the dates Career Staff will be away from the office. Ensure calendar is accurate and updated as days off are announced. Disseminate calendar to career staff at the weekly staff meeting. (E) 7. Other duties as assigned. (M)

10%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

Bachelor's Degree

Preferred

Detailed knowledge of Paciolan Ticketing System.

Preferred

Customer Service experience in a call center environment.

Preferred

1. Skill in setting priorities which accurately reflect the importance of job responsibilities.

Required

2. Ability to make decisions on immediate problems, within scope of authority, based upon proper knowledge of policies and procedures, including all pertinent NCAA rules and regulations.

Required

3. Detailed knowledge of ticketing systems is required. Skill in ticket seating assignment, including the ability to prioritize seating improvement requests, categorize same, and the ability to make independent decisions regarding how best to solve seating improvement requests from a wide-ranging customer base.

Required

4. Demonstrated skill in developing methods of data collection, and ability to determine information needs and how best to accumulate and report this data.

Preferred

5. Demonstrated skill in personnel supervision and personnel administration.

Preferred

6. Ability to establish and maintain effective and cooperative working relationship with co-workers and the Central Ticket Office customers and clients, as well as other University Departments.

Required

7. Demonstrated skill in dealing with customer complaints to sort out the facts and resolve the problem to the satisfaction of both the customer and department.

Preferred

8. Demonstrated skill in generating innovative ideas and exploring alternative approaches and solutions to problems.

Preferred

9. Ability to work under time constraints and with conflicting deadlines, frequent interruptions and distractions.

Required

10. Ability to communicate effectively regarding policies, procedures, and situations regarding ticket management to supervised personnel.

Required

11. Demonstrated working knowledge of computer software including Microsoft Office products is preferred. Skill in writing business correspondence, concise reports, and logical analytical studies.

Preferred

12. Skill in training subordinate employees to answer telephone calls properly and according to office standards. Give accurate information to customers, take ticket orders correctly and enter appropriate information into computerized ticketing system.

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Location:

Standing/Walking

X

Sitting

X

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.