ASSISTANT MANAGER, CUSTOMER RELATIONS

Permanent

Full-time

Customer Relations, Visitor Experience

TIFF is a charitable, cultural organization dedicated to presenting the best of international and Canadian cinema and creating transformational experiences for film lovers and creators of all ages and backgrounds in our home - TIFF Bell Lightbox. Our mission: To transform the way people see the world, through film.

TIFF is committed to embracing diversity and treating all individuals with respect, dignity and fairness by removing physical, social and economic barriers to participation.

We encourage you to reflect on the land that you are on, who the traditional keepers of the land are, what the treaty relationship is, or if it’s unceded territory. TIFF is located on the Treaty Lands and Territory of the Mississaugas of the Credit and the traditional territory of the Anishinaabe, the Wendat, and the Haudenosaunee. We are grateful to work on this land.

We are currently hiring for the position of:

ASSISTANT MANAGER, CUSTOMER RELATIONS

Reporting to the Manager, Customer Relations, the Assistant Manager, Customer Relations will oversee a part-time team of Customer Relations Supervisors and Agents and the day-to-day operations of TIFF’s two customer service locations (the Box Office and the Call Centre). Primary responsibilities will include managing the provision of exceptional service, daily reconciliations and reporting, and general office administration.

RESPONSIBILITIES:

Staff Management

• Provide direct leadership, coaching, training, and support to part-time Customer Relations Supervisors and Agents of the Box Office and Call Centre, ensuring the consistent delivery of exceptional service

• Create and update training information for the part-time Customer Relations staff and other Visitor Experience staff

• Assist with the training and use of systems, including Archtics, Ticketmaster products and Shift72

• Lead scheduling and payroll for the part-time Customer Relations staff

• Manage performance reviews for the part-time Customer Relations staff

Box Office Administration

• Assist with the maintenance of the Box Office floats, daily financial reconciliation, replenishment of change, and Box Office financial reporting

• Troubleshoot technical system errors on all Box Office equipment and software

• Investigate and resolve transaction-level discrepancies, ensuring accurate accounting and data collection

• Manage Box Office supplies, including ticket stock, marketing materials, gift cards and general office supplies

• Adhere to PCI compliance, ensuring confidentiality of all customer information collected

• Perform some light lifting as required to support management of ticket supplies

• Perform any other duties as required

Customer Relations

• Act as first point of contact for part-time Ticketing staff, including general inquiries and escalated customer scenarios

• Manage customer service correspondence via TIFF’s customer relations email, call ques, live chat and social media channel

• Liaise with various TIFF departments to provide staff and customers with accurate ticketing, programming and event information

• Maintain customer facing communications, including FAQs on tiff.net and pre-written email templates

• Support TIFF’s Loyalty department with processing Membership sales and providing service to Members

• Anticipate potential problem areas in TIFF’s customer experience and adapt service delivery to overcome them

JOB GRADE & SALARY OR RATE OF PAY:

• Job Grade 2

• $50,000 to $55,000/annually

TARGET CONTRACT DATES OR START DATE:

• November 20, 2023

MINIMUM REQUIREMENTS:

• 3+ years experience working in a supervisory customer service role

• 2+ years experience in a computerized Box Office/Ticketing environment.

• Experience with Archtics and Ticketmaster products preferred

• Advanced Google Workspace skills, including Gmail, Drive, Sheets, Slides and Forms

• Advanced Microsoft Office skills, including Word and Excel

• Customer-focused positive attitude and demeanor

• Must be comfortable in a leadership role; directing staff and making concise decisions

• Openness to learn and work in a team environment

• Attention to detail and accuracy of precise work

• Critical thinking and problem solving skills

• Previous advanced cash handling, office administration, banking, accounting and safe/float management experience

• Excellent verbal and written communication skills in English. Additional languages are an asset

• Ability to work calmly under pressure in a fast-paced, high-volume environment

• Flexible work schedule that prioritizes on-site support for TIFF events, including regular evenings, weekends and holidays

• This position requires being in-office on a regular basis

• Overtime hours will be required and a time-off black-out period during August and September. Lieu time will be provided.

• Able to effectively self-direct daily workflow

HOW TO SUBMIT & APPLICATION DEADLINE:

• All applications must be submitted online through TIFF’s Career Centre .

• Please upload your cover letter and resumé as one PDF, before the deadline of SUNDAY, OCTOBER 15, 2023

CLOSING:

We thank everyone who applies for their interest, but only candidates selected for an interview are contacted.

Candidates must be legally able to work in Canada at this time. TIFF regrets that it is unable to sponsor employment Visas.

Please send any questions via e-mail only to careers@tiff.net .

TIFF is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where every employee has the opportunity to realize their potential. As such, we welcome and encourage applicants who identify as racialized persons, Indigenous persons, persons with disabilities, and persons across the spectrum of sexual orientation and gender identities.

If you are a person with a disability and require accommodation and/or assistance during the application process, please contact us in advance at careers@tiff.net . We strive to provide reasonable accommodations whenever requested.