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About the Role

Carnegie Hall seeks a Manager, Customer Relations to oversee omni-channel contact center operations, ensuring exceptional customer service across phone, email, and live chat. This role provides day-to-day leadership and supervision to Customer Relations staff, supporting operational excellence, staff development, customer communications, and departmental initiatives. The Manager will serve as a resource for employees, ticket buyers, and internal stakeholders to ensure a seamless ticket buying experience.

Responsibilities

Assist the Associate Director of Customer Relations in overseeing daily omni-channel contact center operations, including phone, email, and live chat.
Provide supervision, guidance, and training to Customer Relations Representatives, promoting a culture of service excellence, accountability, and teamwork.
Manage and maintain weekly call center staff schedules, break schedules, and daily staffing adjustments.
Prepare daily shift reports, service summaries, and communications for Ticketing Services leadership and senior staff.
Assist with escalated ticket buyer interactions and complex service situations, ensuring timely and professional resolution.
Oversee incoming customer service and feedback communications, providing supervision and support to staff responsible for email response management.
Ensure timely assignment, monitoring, and resolution of customer inquiries received through Zendesk and other ticket buyer support platforms.
Prepare daily reconciliation reports and assist with other operational reporting.
Train new employees and provide ongoing staff training related to policies, procedures, systems, and customer service best practices.
Manage call center technology and telephony systems.
Prepare, distribute, and monitor ticket buyer communications including robocalls.
Assist in managing and investigating issues related to online fraud, suspicious activity, chargebacks, and patron account concerns.
Oversee adherence to Carnegie Hall's ADA-related ticketing procedures and ensure appropriate accommodations, documentation, and follow-up.
Coordinate with other departments, including Marketing, House Management, Booking, Box Office, Information Technology, Finance, and Human Resources.
Perform administrative duties and special projects as assigned.
Assist in implementing new procedures, workflows, technologies, and ticket service initiatives.
Provide customer support across phone, live chat, and email in an omni-channel contact center environment.
Process single ticket sales, subscription series sales, and subscription exchanges.
Assist with contributions, ticket donations, and related transactions.
Support workshop and rehearsal registrations and general event inquiries.
Handle ticket reissuing, refunds, exchanges, and order adjustments.
Guide ticket buyers through website navigation and provide support for chatbot and self-service tools.
Respond to inquiries regarding performances, policies, and general Carnegie Hall information.

Requirements

A bachelor’s degree is preferred.
Leadership and supervisory experience in a customer service or contact center environment.
Experience working in an omni-channel customer service environment including phone, email, and live chat.
Ability to manage multiple priorities in a fast-paced, high-volume environment.
Strong interpersonal, written, and verbal communication skills.
Excellent organizational skills and attention to detail.
Experience handling escalated customer situations with professionalism and sound judgment.
Strong problem-solving and decision-making abilities.
Ability to work independently while collaborating effectively with cross-functional teams.
To apply please submit a COVER LETTER with your resume.

Skills

Customer service
Coaching
Employee development
Telephony software proficiency
Microsoft Office applications proficiency
Tessitura familiarity (preferred)
Zendesk familiarity (preferred)
Performing arts ticketing knowledge (preferred)
Customer service operations knowledge (preferred)
Knowledge of music (desired)
Knowledge of live entertainment (desired)

Location

New York

Work Type

Full-time

Experience Level

Managerial
Supervisory

Education Level

Bachelor's degree preferred

About the Company

Since 1891, New York's Carnegie Hall has set the international standard for excellence in performance, presenting exceptional concerts by the world’s finest artists on its three iconic stages, from orchestral concerts, chamber music, contemporary offerings, and recitals to jazz, world, and popular music.
Carnegie Hall’s Weill Music Institute creates extensive music education and social impact programs that annually serve more than 800,000 people worldwide, playing a central role in fulfilling Carnegie Hall's commitment to making great music accessible to as many people as possible.

Equal Opportunity

Carnegie Hall is an equal opportunity employer, committed to diversity and inclusion in the workplace.
Decisions concerning employment are made on the basis of an individual’s qualifications to contribute to meeting Carnegie Hall’s needs, and Carnegie Hall is committed not to discriminate against individuals on the basis of race, color, national origin, citizenship, religion, sex (including gender identity, gender expression or status of being transgender), sexual orientation, marital status, familial status, status as a caregiver, status as a victim of domestic violence or sex offenses or stalking, criminal convictions (except where otherwise permitted by law), arrest record, credit history, pregnancy, age, mental or physical disability, veteran or military status, reproductive health decisions, or any other characteristic protected by law.