Posted by Canadian Opera Company
The Canadian Opera Company is now accepting applications for the position of Customer Care Team Lead, Ticket Services.
PURPOSE OF ROLE
Under the supervision of the Manager and Assistant Manager of Ticket Services, the Customer Care Team Lead plays a key role in supporting the daily operations of the Ticket Services department’s Outbound Customer Care campaigns.
The Customer Care Team Lead will collaborate with the Assistant Manager on two key initiatives: subscription sales and development campaigns.
In this role, the Customer Care Team Lead will be responsible for training, guiding, and motivating a team of three Customer Care Specialists. The Customer Care Team Lead will lead the team to achieve campaign objectives while maintaining ongoing communication with the Assistant Manager regarding the progress of each campaign.
The ideal candidate is goal-oriented, will possess superior communication skills, a positive attitude, strong problem-solving abilities, and have a capacity to motivate and lead others.
Salary range for this position is between $45-$48K per year, plus health and dental benefits.
KEY RESPONSIBILITIES
Outbound Customer Care calling
- Assist with the training of Customer Care Specialists, continuously seeking opportunities to enhance training methods and improve efficiency.
- Coach current Customer Care Specialists by developing and implementing creative strategies to maintain engagement, promote continuous learning, and ensure the delivery of outstanding customer service.
- Makes Outbound Customer Care calls to existing COC ticket buyers and donors to encourage patrons to purchase subscriptions and join membership program.
- Address and resolve escalated customer service issues as needed, handling concerns both over the phone and in person.
- Inspire and motivate full-time representatives to develop innovative solutions for addressing customer concerns, always approaching issues from a patron-centric perspective.
- Oversee the Ticket Services email account for concerns regarding Outbound Customer Care campaigns, ensuring timely responses to customer inquiries and requests.
- Assign tasks and responsibilities to the full-time representatives as appropriate to support operational efficiency.
Other duties as required, including, but not limited to:
- Expanding personal knowledge and coaching other staff on performance seasons, show dates, membership benefits, upcoming donor events, and policies.
- Assisting in database management and other box office systems as required, including phone systems, ticket printers and websites.
- Ensuring all workspaces are tidy and stocked with all necessary materials.
- Using initiative and creative thinking to continually contribute to advancements in the ticket services department.
KEY REQUIREMENTS
- Solid working knowledge of computerized ticketing systems, preferably Tessitura, with strong proficiency in Microsoft Office applications.
- A minimum of 2+ years of experience in a ticketing office or venue box office setting, with direct patron interaction and responsibility for cash management, preferably at a supervisory level.
- Exceptional oral and written communication skills, with excellent interpersonal abilities and a professional telephone demeanor.
- Proven ability to thrive in a fast-paced, deadline-driven environment, with a strong focus on attention to detail and organizational excellence.
- Knowledge of philanthropy, fundraising practices, and/or relationship development practices.
- Skilled in problem-solving with diplomacy, tact, and a sense of urgency, remaining calm in challenging situations.
- Familiarity with AODA requirements and a willingness to contribute to the Health and Safety Committee.
- Availability to work weekends and evenings at both the Four Seasons Centre for the Performing Arts and the administrative office at 227 Front Street E.
- Non-profit environment experience is an asset.
- An appreciation for opera as a cultural art form is considered an asset.
APPLICATIONS
Applications may be submitted to: https://coc.bamboohr.com/careers/31
Only applications received by end of day, January 31, 2025 will be considered.
The Canadian Opera Company thanks all applicants in advance, however, only those considered for an interview will be contacted. No phone calls or agencies please.
ABOUT THE CANADIAN OPERA COMPANY
Based in Toronto, the Canadian Opera Company is the largest producer of opera in Canada and one of the largest in North America. General Director David C. Ferguson joined the company in 2024, forming a leadership team with Music Director Johannes Debus and Deputy General Director Christie Darville. The COC enjoys a loyal audience, including a dedicated base of subscribers, and has an international reputation for artistic excellence and creative innovation. Its diverse repertoire includes new commissions and productions, local and international collaborations with leading opera companies and festivals, and attracts the world’s foremost Canadian and international artists. The COC Academy is an incubator for the future of the art form, nurturing Canada’s new wave of opera creators with customized training and support. The COC performs in its own opera house, the Four Seasons Centre for the Performing Arts, hailed internationally as one of the finest in the world.
As Canada’s largest opera company, the COC deeply values equity and diversity across all levels of the organization and believes in fostering an inclusive, discrimination-free environment that fully supports our team’s personal and collective success. We are committed to building a workforce that reflects our community, our city, and our country and, in turn, the COC welcomes applicants from all backgrounds and abilities who share and embrace these values of anti-racism and inclusion.
The COC is committed to providing accommodations for people with disabilities in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) in all parts of the hiring process. If you require an accommodation, please let us know and we will work with you to meet your needs.
For more information, visit coc.ca