Guest Services Center Lead Representative

Company : Pittsburgh Cultural Trust

Job Type : Part-Time

Pittsburgh, Pa

Number of Applicants

000+

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Job Description - Guest Services Center Lead Representative

Position Summary:
The Guest Services Center Lead Representative is responsible for delivering exceptional customer service to patrons, maintaining a professional and friendly demeanor, providing information about the facility, and offer assistance with its services, primarily the assisted listening devices. Additionally, the Lead Representative will communicate with other departments to create a welcoming experience for patrons and a positive work environment while supervising the other representatives. The position calls for a flexible schedule, including evening and weekend hours revolving around performances at the Benedum Center, Byham Theater, and the O’Reilly Theater.

Knowledge, Skills & Experience Required:
Education: High School Diploma required.
Supervisory Experience: 1 year supervisory experience preferred.
Work Experience: 2 years’ experience in a customer service environment required.
Technical Skills: Familiarity with IOS and Android systems and Microsoft Office required.
Intangibles: Able to manage stressful and fast-paced situations. Exceptional customer service orientation. Reliable, strong work ethic, detail-oriented, and dependable. Calm demeanor. Must be versatile with strong problem-solving skills.

Essential Functions:
Main job responsibilities:

Staffing the Guest Services Center during performances at the Benedum Center, Byham Theater, and O’Reilly Theater, assuring accessibility needs are met before, during, and after performances.
Instructing patrons on the use of applications designed to provide assistive technology.
Distributing, tracking, and collecting assistive devices from theater patrons.
Performing regular testing, cleaning, and maintenance of all accessibility devices.
Ensuring that all Guest Services Centers are well maintained, cleaned, and well stocked with necessary supplies.
Completing and reviewing all show reports.
Working closely with Front of House personnel to deliver prompt responses to patron accessibility questions and concerns.
Assisting patrons using wheelchairs in coordination with the Front of House team.
Training Guest Services Center Representatives in areas of job responsibilities and technology.
Providing coverage in the event of unexpected absences or staffing shortages.
Ensuring the Quiet Room is clean and well maintained.
Assisting the Manager of Accessibility in supervising Guest Services Representatives.
Demonstrating a commitment to diversity, equity, accessibility, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
Performing other responsibilities as assigned.

Supervisory responsibility: This position involves some supervision of others.
Budgetary responsibility: This individual has no budgetary responsibility.
Decision-making responsibility: The Lead Representative exercises some decision-making authority during performances as customer requests are addressed.
Strategic responsibility: This position has no strategic responsibility.
Reporting requirements: The Lead Representative reports to the Manager of Accessibility on daily activities (e.g., utilization) of the Guest Services Center.
Travel requirements: none
Physical demands: This position involves mainly office work – occasional lifting up to 20-30 lbs. may be required. The individual should be able to sit and/or view a computer screen for extended periods of time. This individual should also be able to provide some physical assistance to patrons with accessibility needs (e.g., wheelchair assistance).
Starting Salary Rate: $17.00/hour

The Pittsburgh Cultural Trust is an equal opportunity employer. All applicants are considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, ethnicity, national origin, veteran or disability status.
Employees are expected to be able to perform the essential duties and responsibilities of this position, with or without job modification/reasonable accommodation. If an employee believes a job modification/reasonable accommodation is needed, please contact Human Resources so that a review can be conducted. The Pittsburgh Cultural Trust strives to comply with the accommodation provisions of the Americans with Disabilities Act, Title VII of the Civil Rights Act, the Pregnant Workers Fairness Act, and other related federal, state, and local laws.

Original job Guest Services Center Lead Representative posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

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Guest Services Center Lead Representative

Job Description - Guest Services Center Lead Representative

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