Customer Service & Special Events Manager

EVENTS SUPV 1 (006294)

UCPath Position ID: 40101773

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

1101244

Approved Date:

10/17/2024 11:47:25 AM

Date Last Edited:

10/17/2024 11:47:20 AM

Last Action Effective Date:

11/20/2017

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:

40101773

Position Description ID

170443

UC Payroll Title:

EVENTS SUPV 1 (006294)

Business Title:

Customer Service & Special Events Manager

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:

C: Supervisor - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40063622

Reports to Payroll Title:

EVENTS SUPV 2

UCPath Department Head Position Number:

40064356

Department Head Payroll Title:

PARKING AND TRANSPORT MGR

DIRECTION - Indicates that the incumbent establishes procedures for attaining specific goals and objectives in a broad area of work. Only the final results of work done are typically reviewed. Incumbent typically develops procedures within the limits of established policy guidelines.

006291

Events Spec 2

2

POSITION SUMMARY

Under the direct supervision of the Assistant Director Performing Arts & Customer Service, serve as Customer Service & Special Events Executive Manager of the Central Ticket Office.  This position has overall responsibility for the day to day Customer Service provided by the Central Ticket Office including monitoring customer experiences, implementing customer service initiatives, coordinating customer service training and managing two career staff area supervisors who oversee the day to day operations of the window walk up service and the day to day operations of our telephone call center. Also included is the ticket management of academic arts events acting as client liaison with the various departments and ensuring client needs are met.

Customer Service Supervision

1. Overall management responsibility for the Customer Service areas of the ticket office. Directly manage and coordinate the two Customer Service Supervisors to ensure our customer service exceeds the clients' and customers' expectations. Responsible to ensure maximum utilization of manpower in all areas. (E)  2. Responsible for overall management of Window and Telephone areas. Ensure Customer Service Supervisor - Window and Customer Service Supervisor - Telephones meet, if not exceed, the performance expectations of their job responsibilities. (E)  3. In coordination with Assistant Director - Performing Arts, monitor all customer relations within Ticket Office to ensure all customers are treated properly by all personnel. (E)               4. Respond to customer complaints by handling problems appropriately. Assist in providing written response to customers who write to Ticket Office regarding ticket problems, after calling customer, if appropriate. (E)  5. In coordination with Assistant Director - Performing Arts, handle calls from donors to various support groups regarding ticket requests or problems. (E)  6. In absence of Assistant Director - Performing Arts, handle all major customer complaints. (E)  7. Responsible for the issuance of refunds and the waiving of any appropriate charges to customer depending upon circumstances. (E)  8. Manage the Supervisors in the overseeing of staff working at ticket windows and telephones, providing information and selling tickets. Ensure that sales are correctly rung into register, orders are processed correctly and staff shifts are managed appropriately. (E)  9. Manage the Customer Service Supervisor - Windows to ensure all register totals at the close of each day are accurately balanced and posted to the sales log. Ensure all discrepancies are followed up on and acted on as appropriate. (E)  10. Manage the Customer Service Supervisor - Telephones to ensure that "hold" time for customers on the telephone is kept to a minimum and "placing" time for customers placing orders is done in an efficient and courteous manner. (E)  11. Manage the Customer Service Supervisor - Telephones to ensure all batches are closed and balanced properly and all sales are accurately logged. (E)  12. Manage the Customer Service Supervisor - Window to ensure all outside vendors are paid accurately and on a timely basis. (E)  13. Manage the Customer Service Supervisor - Window to ensure that consignment items are ordered in a timely manner so that they are always available for sale at the window. (E)               14. Manage the Supervisors in ensuring that they are following the staff guidelines set forth by the student budget. Ensure that they do not go over the allotted time each area is given. (E)  15. Manage the Customer Service Supervisor - Telephones to ensure that all emails sent by customers to the CTO email address are answered correctly and quickly. Ensure that all emails are responded to within 48 hours after they are received. (E)  16. Manage the Customer Service Supervisor - Telephones to ensure that all chats sent by customers to the Central Ticket Office are answered correctly and quickly. (E)  17. Manage the customer service survey process in regards to the continuous issuing of surveys to customers who purchased through our telephones and windows areas, the data collection of these surveys and the reporting on the survey results. (E)  18. Ensure the survey program is functioning correctly and that questions are updated to gain the most helpful information for the operation of the Central Ticket Office. (E)

50%

Event Coordination

1. Act as event coordinator and Ticket Office Liaison for Theater Arts, Music, Dance, Reprise by serving as "point" person for client event management personnel/promoters to transmit information to Ticket Office. Disseminate this information to appropriate Ticket Office personnel upon receipt. (E)  2. Overall responsibility for the allocation of Theater Arts, Music, Dance, Reprise season and single event tickets to customers. This includes tickets for major support group members and client department use. (E)  3. Attend meetings as appropriate with necessary client personnel/promoters regarding events, seating configurations, and seating allocations. Prepare estimate of costs for these events to be forwarded to client/promoter. (E)  4. Prepare event information sheets on these events, as necessary. (E)  5. Prepare information for ticket order, if needed, and order tickets from vendor. Prepare request for PLU numbers for these types of events, to be forwarded to Fiscal area for assignment. (E)  6. Prepare and forward the information to Paciolan general office regarding seating configuration for this category of events. Once event is set up on Paciolan verify information is correct and release event for sale on correct date. (E)  7. Prepare for event sale by coordinating with Operations in the creating of ticket drawers for event, setting up inventory and balance sheets, completing window allocation forms, pulling complimentary ticket allocations and seat kills, and preparing consignment and complimentary allocations to event client/promoter. (E)  8. Manage the allocation of all tickets for these types of events. (E)  9. Provide the sales reports, as required, to clients/promoters. (E)  10. Ensure appropriate information and supplies are provided to event ticket sellers. (E)  11. Balance out any consignment returns from clients, promoters, and groups. (E)  12. Responsible for completion of billing summary of event costs for this category of events and forwarding same to Fiscal area for actual billing. (E)  13. Responsible for preparation of mailing lists from events and forwarding same to clients/promoters as requested. (E)

30%

Personnel - Hiring, Supervising, Training, Scheduling and Evaluating

1. Responsible for the overall training of personnel assigned to the customer service area in all aspects of point-of-sale procedures, as well as customer relations. Ensure the continuing training of student staff by conducting or coordinating intermediate and advanced training. (E)  2. Responsible to continuously evaluate and counsel career personnel, as necessary, especially those who are not fulfilling their responsibilities. Responsible to take further disciplinary action when counseling does not solve the problem. (E)  3. Complete annual career staff evaluations, utilizing appropriate forms and making necessary comments regarding their performance. (E)  4. Ensure that Supervisors are completing quarterly evaluations on student staff, utilizing appropriate forms and counsel those who are not fulfilling their responsibilities. (E)  5. Manage all facets of the customer service training program in the customer service area during the introductory training period. (E)  6. Manage the Creating a Culture of Service program to ensure that training takes place. Follow up on training and ensure the continued success of the program including monitoring to ensure Quality Assurances are done on all staff. (E)  7. 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)  8. Act as event ticket supervisor at events as assigned, providing overall supervision for ticket sellers. (E)  9. Resolve customer problems, as needed. (E)  10. Perform supervisory duties on weekends and holidays as scheduled. (E)

10%

Office Operations

1. Manage the on-going operation of the Central Ticket Office website. Work with all Central Ticket Office clients to obtain event information for the site. Ensure the website information is accurate and up to date at all times. Ensure all events are put on sale and taken off sale in accordance with the client's schedule. (E)  2. In conjunction with the Assistant Director - Athletics and the Assistant Director - Performing Arts, assist in the managing of the long term development of the Central Ticket Office website. Assist in developing the Central Ticket Office Internet strategy. Responsible to seek and identify innovative solutions to better utilize today's technology. Work with the Central Ticket Office clients to understand their goals for the website. Work with the website programmers to feasibly implement the clients' needs. Assist in evaluating the prospective providers of website services, as well as evaluating the interfacing of these providers with the Paciolan ticketing system. (M)  3. In conjunction with the Assistant Director - Athletics and the Assistant Director - Performing Arts, assist in the development of the Central Ticket Office intranet and the intranet strategy. (M)  4. Manage the daily information resources that are available to students and staff in regards to events, dates, times and information. Ensure that the information is up to date at all times. Communicate with client representatives if information needs to be added, deleted or updated. (E)  5. Manage the social media outlets for the Central Ticket Office including, but not limited to, Facebook and Twitter. (E)

5%

Reseating Programs

1. In conjunction with Assistant Director - Performing Arts, handle the reseating of season ticket holders as called for in the Reseating Policies. Move ticket holders to correct sections and seats based upon their level of contribution to the University and individual requests. (E)  2. Answer customer telephone calls regarding Policies, explaining to customers information needed for them to understand Policies and its effect on their seats. (E)  3. Perform necessary analysis of seating in various venues for future decisions on reseating programs. (M)

5%

•

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

Bachelor's degree in a relevant field is preferred.

Preferred

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

Required

Customer Service experience.

Required

More than two years experience in supervision of personnel working in customer service areas.

Required

Experience in supervising full time career personnel.

Required

Skill in ticket management including working knowledge of: event balancing and proper ticket audit procedures and controls, operations aspects of processing orders, ticket assignment and allocation.

Preferred

Skill in ticket seating assignment and the ability to make independent decisions regarding how best to solve seating improvement requests from a wide-ranging customer base.

Preferred

Demonstrated working knowledge of computer software including Microsoft Office products.

Required

Skill in writing business correspondence, concise reports, and logical analytical studies.

Preferred

Demonstrated skill in personnel supervision and personnel administration.

Preferred

Detailed knowledge of ticketing systems.

Required

Detailed knowledge of Paciolan Ticketing System.

Preferred

Skill in managing and organizing personnel, equipment, and material resources in order to provide the most efficient working environment.

Required

Ability to determine work flow needs, and lead subordinate employees in specific projects, so as to accomplish assigned tasks in prescribed time frames.

Required

Ability to analyze situations/systems, identify problems, and implement solutions with equanimity and impartiality.

Required

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

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

Preferred

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

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

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

Preferred

Display organizational skills as well as the ability to prioritize and complete assignments in a manner accurately reflecting the relative importance of job responsibilities without constant supervision.

Required

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

Required

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

Required

Ability to communicate in an effective manner with career staff with respect to annual evaluations or any disciplinary problems that may occur.

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

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

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

Standing/Walking

X

Sitting

X

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

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.