Trainer, Audience Services

Department:     Audience Services

Reports to:     Training Manager

Status:            Full-time/ Non-Exempt

Summary:

The Audience Services Trainer works under the direction of the Training Manager to plan and deliver training and coaching to customer service providers, helping to ensure the delivery of quality service. 

The Trainer will facilitate excellent customer service through peer-to-peer coaching, active participation in the contact center & subscriber services, and will assist in the training of new and existing employees. 

Ensemble Arts Philly, Audience Services is the only authorized outlet for individual tickets to shows presented at the Kimmel Center, the Academy of Music and the Miller Theater (formerly the Merriam Theater). We provide comprehensive ticketing and customer service for the Broadway series, Ensemble Arts Presents, the Philadelphia Orchestra, Philadelphia Ballet, the Philadelphia Speakers Series and other renters of on campus venues.  Audience Services facilitates sales for more than 1,800 performances annually through its online purchase path, Contact Center and Box Office.

Essential Functions:

Training

• Work with Training Manager and the Audience Services Management team to understand policies and procedures.
• Lead assigned training sessions for team members.
• Develop, implement, and evolve training materials and courses for new employees, current Audience Services staff, and clients that covers required computer skills, product knowledge and customer service skills. 
• Partner with and guide new contact center staff and ticket sellers in the transition from training to active work through side-by-side listening, active call monitoring and technical troubleshooting.
• Actively participate in the development and maintenance of a work environment that fosters and delivers exceptional customer service.
• Provide input on proposed new or updated policies and procedures to ensure efficiency, ease of training and alignment with customer service goals.
• Maintain updated curriculum database and training records
• Manage and maintain in-house training materials and equipment 
• Research and recommend new training methods

Coaching

• Plan, schedule and provide regular peer-to-peer coaching for Audience Services customer service providers.
• Work with Training Manager, Audience Services Manager, and Box Office Manager to develop training & coaching plans based on past performance and needs articulated by the management team for individual customer service providers. 
• Assist in the evaluation of customer service providers using evolving QA guidelines and compassion-based QA coaching practice, ensuring the delivery of superlative customer care.
• Record all evaluations in the QA database for accurate performance tracking that informs coaching. 
• Participate in other duties/tasks as requested by management.

Education and Experience

• High school diploma or equivalent required.  Associate’s degree preferred.
• 2-3 years prior experience in an environment focused on delivering a high level of customer service.
• Previous experience with assessment, training, and leadership preferred.
• Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)

Knowledge, Skills and Abilities

• Exhibits exceptional teamwork: including flexibility, respect, honesty, and tact. 
• Visible leadership skills and a desire to adapt and advance in an evolving organization. 
• Strong communication skills and confident decision-making abilities.
• Excellent customer service skills.
• Detail oriented and organized. 
• Ability to guide, train and coach individuals on a compassion-based guideline.
• Ability to translate policies and procedures into concrete training materials and deliver to customer service providers.
• Strong verbal and writing skills to accurately communicate and document performance development. 
• Strong coaching and teamwork skills. 
• Good observation and problem-solving skills.
• Proven ability to recognize appropriate service-based etiquette and language.
• Proficiency in ticketing and subscriptions.
• Knowledge of MS Office 365, Tessitura, and database systems.

Environment, Physical Demands and Other Conditions 

Audience Services operates a hybrid contact center, with some team members assigned to work remotely.  Team members will be assigned shifts to be worked remotely following a probationary period. All team members will work both in-office and remote shifts.  Team members will provide a remote work environment free from distraction and suitable for professional encounters by telephone, email and online chat.

•           Office environment, desk work

•           Some evenings and weekends required. 

•           Telecommuting options available for some, but not all, position requirements. 

Resume and cover letter are required when applying for this position.

The Philadelphia Orchestra and Kimmel Center, Inc. does not discriminate in employment on the basis of race, color, religion, gender (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, or military service.