POSITION

Supervisor, CenterCharge

DEPARTMENT

CenterCharge

OVERVIEW

Lincoln Center for the Performing Arts (LCPA) serves three primary roles: it is the world’s leading presenter of superb artistic programming, is a national leader in arts education and community relations, and functions as the manager of the Lincoln Center campus, which is home to 11 separate resident organizations. LCPA presents over 350 performances annually throughout our different performance series including American Songbook, Great Performers, Live from Lincoln Center, Mostly Mozart Festival, Midsummer Night Swing, Lincoln Center Out of Doors and White Light Festival.

CenterCharge Representatives are telephone agents, handling a high volume of calls for Lincoln Center. They are responsible for processing all ticket sales for LCPA’s performance series, LC Kids, family events, Jazz at Lincoln Center, and the Geffen Playhouse in California. There are several annual outbound solicitation campaigns to sell memberships and renew subscriptions. CenterCharge Representatives provide exceptional customer service, ensuring that all interactions with Lincoln Center patrons are of the utmost quality.

The CenterCharge department is operational all year round. This is a full-time position, and may include daytime, evening, and weekend shifts.

Reporting to the Senior Manager, CenterCharge, this position is responsible for hands-on sales, tele fundraising, and the supervision of approximately 15-20 telephone staff. Specific responsibilities include:

PRIMARY RESPONSIBILITIES

• Serve as secondary liaison between CenterCharge and Lincoln Center constituents, box office personnel, booking office, Marketing and Programming to ensure that all needs are met in relation to ticket sales through Center Charge.
• Assist the Senior Manager, CenterCharge in managing relationships with external clients, including Jazz at Lincoln Center and outside client Geffen Playhouse, outside producers, other telephone charge services, credit card merchant services, credit card companies and various supply services.
• Assist the Senior Manager with preparing materials, scheduling, and managing tele fundraising campaigns for Lincoln Center as well as outside organizations contracted for this service.
• Hire, train, supervise and schedule CenterCharge operators and work with Human Resources and Payroll to process necessary paperwork.
• Design systems and procedures to maintain and improve excellent customer service and sales.
• Program Center Charge events for sale in systems.
• Work with the Director, Audience Services to manage CenterCharge budget.
• Review, approve and submit all invoices for payment
• This full-time position may include daytime, evening, and weekend shifts.

QUALIFICATIONS

• 3-5 years supervisory experience with inbound sales, preferably ticket sales
• 3-5 years supervisory experience with outbound telemarketing, preferably fundraising
• Must be proficient in Excel, Word and Access.
• Knowledge of ticketing software. Audience View & Tessitura, preferred.
• Box office experience a plus.
• High level of customer service experience
• Experience in accounting and/or bookkeeping
• Strong organizational skills and the ability to work independently
• Excellent communication skills and the ability to work easily with people
• Background or interest in the arts a plus

SUBMISSION PROCEDURE

Please submit a resume to [email protected] and list CenterCharge Supervisor in the subject line.

Internal Candidates should contact a member of the Human Resources Department directly.

It is the policy of Lincoln Center to ensure equal employment opportunity without discrimination or harassment on the basis of race, creed, color, national origin, sex, age, religion, disability, marital or civil partnership/union status, familial or caregiver status, alienage or citizenship status, sexual orientation, gender identity or expression, pregnancy, military or veteran status, genetic information, predisposition, or carrier status, unemployment status, domestic violence, sexual violence, or stalking victim status, or any other characteristic protected by federal, state, or local law.

LCPA is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.