The John F. Kennedy Center for the Performing Arts
Location: Washington, D.C.
About The Kennedy Center
“I am certain that after the dust of centuries has passed over our cities, we, too, will be remembered not for victories or defeats in battle or in politics, but for our contribution to the human spirit.” – President John F. Kennedy
The Kennedy Center is the nation’s cultural center and living memorial to President John F. Kennedy. Located on the banks of the Potomac River in Washington, D.C., the Center presents performances across all genres, and is also home to artistic affiliates Washington National Opera and National Symphony Orchestra.
Mission Statement: As the nation's performing arts center, and a living memorial to President John F. Kennedy, we are a leader for the arts across America and around the world, reaching and connecting with artists, inspiring and educating communities. We welcome all to create, experience, learn about, and engage with the arts.
Commitment to Diversity & Inclusion
The Kennedy Center is a welcoming and inclusive culture where everyone benefits - we do it in a way that honors everyone’s humanity. We are able to advance our mission because of committed and passionate employees. We are fortunate to be able to leverage their diverse perspectives, life experiences and skills to inform how our workplace can be a safe, transparent, and replenishing community. Through honest discussion, our focus on DEI, and the creation of a D&I council, we are committed to always being the best versions of ourselves.
The part-time Ticket Office Call Center Supervisor will supervise full-time, part-time, and flexible-time employees of Instant Charge to ensure successful telephone sales and effective communications with patrons. Produce related reports, and provide other assistance as assigned by the Instant Charge Manager. We are looking for a flex supervisor to fill in approximately 20 hours per month in the office.
Demonstrated ability to effectively recruit, set expectations and goals, plan, organize, control, delegate, and evaluate work of subordinate employees. Successfully builds trusting relationships with employees utilizing effective coaching and discipline techniques to ensure maximum productivity and completion of work goals. Demonstrates ability to shift priorities in order to achieve all high value work. Works to build productive relationships throughout the organization.
Duties & Responsibilities
60% Schedule and supervise approximately 30 operators on a daily basis; respond to all questions and requests for help from operators; responsible for daily opening and closing of office, so must be consistently on time; intervene as needed to resolve patron issues; act as a back-up in the absence of the manager which includes managing the room during evenings and weekends when the manager is off, and ensuring the smooth running of the department. This operation is 7 days a week, 11 hours a day. Must be able to calmly handle any emergency situation and make independent decisions when dealing with patrons and employees.
10% Run computer-generated daily reports of sales, operator efficiency, and other pertinent information, and provide analysis as needed. Ensure accurate payroll records of union employees.
10% Continually ensure operators have up-to-date information and respond appropriately to changes in scripts and sales programs, and maintain customer service training of all operators; provide input to management regarding employee performance and patron issues; effectively administer union contract; authorize exceptions to company policy without prior approval in order to handle patron issues; conduct on the spot counseling to employees to resolve issues as needed.
10% Ensure that all electronic equipment is maintained and repaired on a timely basis, and that any issues are brought to the attention of the appropriate personnel. Coordinate office cleaning and supplies as needed.
10% Work closely with other sales departments to handle patron issues and to filter calls appropriately and have the ability to handle patron calls when the call is escalated to the manager level.
N/A Responds to the needs and requests of Kennedy Center management and staff in a professional and expedient manner; Adheres to all employer policies and procedures.
N/A Other duties as assigned.
A bachelor’s degree or equivalent work experience
One or more years of supervisory experience in sales and/or customer service
Skills & Knowledge Qualifications
Knowledge of computer ticketing systems.
Strong customer service skills.
Interest in and knowledge of the performing arts.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to communicate in person and on the telephone. The employee is frequently required to use hands to finger, handle, or feel in order to operate computer keyboard, office equipment, and other essential tasks. The employee is frequently required to sit, stand, walk, bend, stoop, crouch, and reach with hands and arms. This position infrequently lifts, carries, or otherwise moves and positions objects weighing up to 25 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is normal.
About The John F. Kennedy Center for the Performing Arts
The John F. Kennedy Center for the Performing Arts, located on 17 acres overlooking the Potomac River in Washington, D.C., is America's living memorial to President Kennedy as well as the nation's busiest arts facility. The Center, which opened on September 8, 1971, continues its efforts to fulfill President Kennedy's vision by producing and presenting an unmatched variety of theater and musicals, dance and ballet, orchestral, chamber, jazz, popular, world, and folk music, and multimedia performances for all ages.
We are the nation’s beacon for the performing arts, engaging artists and audiences around the world to share, inspire, and celebrate the cultural heritage by which a great society is defined and remembered.