Customer Service and Operations Advisor

Main Responsibilities

Under the supervision of the Customer Service Manager and Fundraising Campaigns, the Customer Service and Operations Advisor is responsible for providing customer service over the phone (incoming and outgoing calls), at the counter, and electronically. To this end, they advise customers on selecting concerts, offer additional programs, and respond to various inquiries with the goal of maximizing customer satisfaction with their experience at OSM. They participate in the management of the department's daily operations and act as a resource person for Customer Relations Advisors. They are responsible for calling OSM clients and promoting the benefits of the various products and services offered by OSM. They provide service to specialized, internal, and external OSM clientele and are present to provide service during concert entry. They must fulfill their responsibilities in accordance with the desired values and attitudes.

Roles and Responsibilities

As a member of the Sales and Customer Service team, the Customer Service and Operations Advisor shares the same functions as Customer Relations Advisors: 1. Provide courteous and professional advisory service to customers at the counter, over the phone, or electronically; 2. Be familiar with the entire programming of OSM; 3. Offer the best deal to customers according to the various products, prices, and discounts applicable to subscriptions, tickets, and webcasts, with the goal of maximizing the shopping basket; 4. Conduct telephone fundraising among donors, subscribers, and other targeted clients; 5. Follow the provided script according to the current fundraising campaign (donations or subscriptions) and propose improvement suggestions based on the reception of the targeted clientele; 6. Participate in achieving the public campaign objectives of the Friends of OSM; 7. Inform customers of opportunities to enhance their concert experience; 8. Be present at concerts to provide service at the welcome desk to clients and guests; 9. Maximize the retention of existing customers and the acquisition of new customers through the excellence and courtesy of the service; 10. Conduct follow-up calls with customers; 11. Manage feedback received from customers regarding the OSM experience and related services; 12. Contribute to maintaining the integrity of the system (databases, etc.); 13. Perform the daily tasks of customer service; 14. Assist customers during the purchase process and while viewing webcasts; 15. Collaborate in the training of Customer Relations Advisors; 16. Perform all other related tasks.

In addition to the tasks related to the Customer Relations Advisor function, the Customer Service and Operations Advisor is called upon to: 17. Act as a resource person for Customer Relations Advisors; 18. Be the main respondent for one or more lines dedicated to the services of privileged and internal OSM customers; 19. Collaborate in the management of internal OSM customer tickets; 20. Participate in the management of ticket requests for external sponsorships; 21. Assist in the supervision of activities related to fundraising campaigns; 22. Supervise activities related to entry into the venue; 23. Ensure the proper running of webcast uploads; 24. Conduct follow-ups with monthly donors; 25. Assist the Ticketing Operations and Fundraising Campaigns Coordinator in the daily management of the team's operations; 26. Participate in the review of relationship marketing communications.

Required Qualifications

• Full-time availability (35 hours/week);
• DEC in an appropriate discipline or equivalent;
• Knowledge of classical music (an asset);
• Knowledge of the cultural environment (an asset);
• Relevant experience of at least 1 year in a similar function;
• Good mastery of the Office Suite;
• Knowledge of computer tools related to ticketing (an asset);
• Availability on evenings and weekends;
• Proficiency in French and English, both spoken and written.

Required Organizational Competencies and Attitudes

• Excellence: Exceeding expectations – pride – diligence;
• Innovation: Curiosity – creativity – boldness;
• Passion: Commitment – authenticity – enjoyment;
• Generosity: Respect – collaboration – openness.

Specific Competencies for the Position

• Customer approach;
• Professional attitude;
• Efficient verbal and written communication (English and French);

Other Specific Competencies for the Position

• Ability to work in a team;
• Priority management / Time management;
• Ability to financially solicit;
• Loyalty and commitment to customers and OSM;
• High concern for work quality;
• Availability and flexibility;
• Respect for people;
• Problem-solving;
• Judgment capacity;
• Sense of action;
• Ability to establish and maintain privileged relationships;
• Determination to achieve objectives;
• Sense of confidentiality and discretion.

Benefits Offered

• Group insurance
• Collective REER
• Employee Assistance Program (PAE)
• Telemedicine
• Concert tickets
• Participation in the monthly collective transportation subscription