Call Center Supervisor

Location: Spokane, WA 99258
Department: Client/Partnership Services

LEARFIELD is the leading media and technology services company in intercollegiate athletics. The company unlocks the value of college sports for brands and fans through an omnichannel platform with innovative content and commerce solutions for fan engagement. The LEARFIELD suite of services includes licensing and multimedia sponsorship management; publishing, audio, digital and social media; data analytics; ticketing, ticket sales and professional concessions expertise; branding; campus-wide business and sponsorship development; and venue technology systems.

Headquartered in Plano, Texas, the company has long had the privilege of being an advocate for intercollegiate athletics and the student-athlete experience. Since 2008, it has served as title sponsor for the acclaimed LEARFIELD Directors’ Cup, supporting athletic departments across all divisions.

Our people-friendly culture is a hallmark of our style and approach to business and is rooted in values demonstrating intentional and active care for other people. The company and its employees strive each day to live by the company's value statement: “build the team, grow the company, have fun, love and serve others.” 

 


Paciolan is the #1 primary ticketing company in college athletics, and the #2 largest primary ticketing provider in the US including performing arts, arenas, and professional sports. As a leader in ticketing, fundraising, marketing, analytics, and technology solutions, we power more than 500 live entertainment organizations, selling over 120 million tickets a year.

The Customer Care Supervisor is responsible for ensuring the smooth operations of the Paciolan and TicketsWest Customer Care Center.  This position leads a team of Ticket Service Representatives (TSRs) to provide written (email) and telephonic (call center) customer care services to public ticket purchasers.  This position hires, trains, and schedules TSRs and is responsible for ensuring TSRs possess knowledgeable and contemporaneous information of serviced venues and clients to provide efficient, courteous and respectful service.  Additionally, this position is responsible for fulfillment operations, including accurate printing, stuffing, and mailing of customer ticket orders as well as managing ticket stock inventory.

 

JOB RESPONSIBILITIES:

 

  • Hire, train (initial and ongoing), schedule and lead Ticket Service Representatives in phone room operations and guest relations
  • Maintain the Agent Information Website (AIW) to ensure all venue and event related information, venue contacts, etc. are current and organized.
  • Produce reports and maintain volume metrics for all customer points of contact.
  • Plan and execute Ticket Service Representatives meetings as
  • Monitor part-time staff hours budget for payroll.
  • Act as chief liaison for customers to venues and escalated customer
  • Manage resolution of customer service concerns.
  • Ensure that all associates provide superior customer service to consumers.
  • Manage Paciolan and TicketsWest Fulfillment operations to ensure timely printing, shipping, and delivery of event tickets.
  • Additional duties as assigned.

 

Minimum Qualifications, Knowledge, and Skills

  • Required: 2-3 years progressive supervisory experience in customer service-oriented roles
  • Preferred: 2-3 years of Paciolan software experience
  • Strong writing and verbal communication skills
  • Strong interpersonal skills, including the ability to lead a team and the ability to deal professionally, courteously, and tactfully with the public and coworkers.
  • Demonstrated ability to multi-task and prioritize well to meet deadlines.
  • Strong time management skills
  • Ability to communicate and develop an effective working relationship with fellow associates, managers, outside representatives and the public.
  • Required: Proficiency in Microsoft Office products
  • Behaves with integrity and honesty and is open with clients and fellow associates.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. LEARFIELD is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity.

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