Service Center Manager at ATG Entertainment San Antonio, TX

Service Center Manager

Location:

San Antonio, TX. Salary: $25/hr (1 FT by March). This role reports to the Service Center Director and leads the Service Center Representatives in a fully office‑based position. In-person work is required.

• Manage team attendance, including absence processes.
• Be a specialist in all customer queries and the ATG Entertainment offering.
• Conduct performance reviews and quality assurance evaluations.
• Provide tailored coaching and development for your team.
• Identify and coach your team to spot where additional products would be suitable for customers.
• Hold monthly one‑on‑one meetings with team members.
• Ensure overtime and absence are logged correctly and make real‑time adjustments to the team’s schedule.
• Champion business updates and facilitate/support team Town Halls and run a variety of training sessions.
• Participate in frequent management catch‑up meetings.
• Monitor live dashboards to ensure timely handling of team performance and customer queries.
• Organize and lead quarterly team meetings.
• Collaborate with key decision makers across the Contact Centre and business.
• Collect and present performance statistics.
• Maintain composure and fairness while handling complaints, ticketing problems and customer service issues within the procedures and guidelines of ATG Entertainment.
• Handle inbound and outbound customer calls in a way that demonstrates ATG Entertainment’s key values, ensuring excellent customer service and efficient handling of any customer feedback.
• Sell tickets for ATG Entertainment’s venues, productions, events, F&B offerings, and more as required.
• Act as a feedback champion within the team on ways of working and new process improvements.
• Provide general office support: data entry, mail, filing, shredding, and other various projects assigned.
• Maintain a clean and safe office environment.
• Keep up‑to‑date knowledge of productions, events, education activities, and retail packages to drive best‑in‑class customer satisfaction scores.
• Attend departmental/team meetings and training courses as required to further personal development, improve customer satisfaction scores and support sales initiatives when required.
• Administer all payment transactions accurately, with no discrepancy to minimize loss of income and fraud.
• Collect patron data in accordance with company guidelines, ensuring PCI compliance and accurate data collection to maximize efficiency in future sales and marketing campaigns.
• Adhere to ATG Entertainment’s Risk policies and behave to minimize the risk of accident and injury (to self, neighbors and customers).
• Identify service problems, gather feedback and recommend solutions when applicable.
• Perform all duties efficiently and with high attention to detail.

• Handle people‑management issues.
• Escalate crisis situations as needed.
• Conduct performance reviews and check‑ins mid‑year and annually.
• Assist in training initiatives, including onboarding and wider Service Center training.
• Support recruitment & onboarding and manage onboarding and off‑boarding processes.
• Generate team updates live on shift.

• Excellent leadership and team management abilities.
• Superior written communication skills.
• The ability to multitask and stay organized.
• Experience in customer service, especially a call center or ticket office (knowledge of Audience View Unlimited is a plus).
• Experience with Microsoft Office, Zendesk and Slack.
• Flexibility to work holidays, nights and weekends.
• Shift schedules may change with little notice to support the business needs.

• Medical, dental, vision, life insurance, long‑term disability, paid time off, 401(k).
• Occasionally, opportunity to attend local theatre events complimentary.

We are a Disability Confident Committed Employer, taking actions to ensure people with disabilities and long‑term health conditions feel supported, engaged and able to fulfill their potential in the workplace. We will offer an interview or recruitment event to disabled candidates and will retain applications for the next available interview opportunity where necessary. For accessibility discussions prior to applying, please email r