Customer Service Manager - Telephone Call Center

Special Instructions to Applicants

The budgeted hiring salary/target range for this position is from the posted minimum to $31.13 hourly with salary placement based on skills, knowledge, and experience.

Under the direct supervision of the Customer Service and Special Events Manager, serve as Customer Service Manager for Call Center for the Central Ticket Office. This position has overall responsibility for the day to day operation of the CTO Call Center handling all inbound telephone calls, Chat functionality questions and email correspondence from customers inquiring about ticket purchases, event information or other customer service questions.

* UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.

• Detailed knowledge of Paciolan Ticketing System. (Preferred)
• Customer Service experience in a call center environment. (Preferred)
• Skill in setting priorities which accurately reflect the importance of job responsibilities. (Required)
• Ability to make decisions on immediate problems, within scope of authority, based upon proper knowledge of policies and procedures, including all pertinent NCAA rules and regulations. (Required)
• Detailed knowledge of ticketing systems is required. Skill in ticket seating assignment, including the ability to prioritize seating improvement requests, categorize same, and the ability to make independent decisions regarding how best to solve seating improvement requests from a wide-ranging customer base. (Required)
• Demonstrated skill in developing methods of data collection, and ability to determine information needs and how best to accumulate and report this data. (Preferred)
• Demonstrated skill in personnel supervision and personnel administration. (Preferred)
• Ability to establish and maintain effective and cooperative working relationship with co-workers and the Central Ticket Office customers and clients, as well as other University Departments. (Required)
• Demonstrated skill in dealing with customer complaints to sort out the facts and resolve the problem to the satisfaction of both the customer and department. (Preferred)
• Demonstrated skill in generating innovative ideas and exploring alternative approaches and solutions to problems. (Preferred)
• Ability to work under time constraints and with conflicting deadlines, frequent interruptions and distractions. (Required)
• Ability to communicate effectively regarding policies, procedures, and situations regarding ticket management to supervised personnel. (Required)
• Demonstrated working knowledge of computer software including Microsoft Office products is preferred. Skill in writing business correspondence, concise reports, and logical analytical studies. (Preferred)
• Skill in training subordinate employees to answer telephone calls properly and according to office standards. Give accurate information to customers, take ticket orders correctly and enter appropriate information into computerized ticketing system. (Required)

• Background Check:
  Continued employment is contingent upon the completion of a satisfactory background investigation.
• Age Requirement:
  Candidate(s) must be 18 years or older to be eligible to be hired.

Monday - Friday, 8:00am to 5:00pm

99-Policy Covered

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