Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE

LOCATION: Toronto, ON

PAY RATE: $17.20/hour

PAY CLASS: Part-Time

REPORTS TO: Audience Operations Manager

About the Second City

Dedicated to entertaining, inspiring, and transforming through innovative live experiences, The Second City is the premier brand in improv and sketch comedy. With sold-out shows playing on resident stages in Chicago, Toronto, and New York, Second City’s Touring Theatrical companies also entertain an additional one million theatergoers a year around the globe. The Second City Training Center is the largest school of improvisation-based arts on the planet, with brick-and-mortar locations in Chicago, Toronto, New York and a virtual division offering accessible classes online worldwide. Second City Works, the B2B side of Second City, has brought award-winning improvisation and audience-driven techniques to over 600 Fortune 1000 companies, challenging businesses seeking a more collaborative culture to innovate through development programs, original digital and video content, campaign consultation, private events, and more.

For additional information on The Second City please visit: www.secondcity.com

Customer Service Representative

Customer Service Representatives play a critical role in ensuring our patrons have a seamless and positive ticketing and reservation booking experience, receive attentive care to their inquiries, and provide timely responses to those inquiries.

Role Responsibilities

Sales

• Sell, refund, and exchange tickets over the phone and in-person
• Answer any inbound inquiries regarding show programming
• Answer questions regarding Training Centre curriculum and register Training Center students and/or volunteers
• Sell gift cards
• Cover reception duties, including answering questions over-the-phone and in-person at the box office
• Book dining reservations

• Collect accurate patron data with the intention of feeding leads into the marketing pipeline
• Assist Group Sales by booking groups of 15 or less
• Perform initial data collection and screen for Second City Works clients

Administrative Duties

• Respond to customer service e-mails and live chat, including all forms of inquiry via website
• Manage and book ticketing lists provided by managers
• Manage hotel voucher programs
• Sell Second City merchandise
• Assist with Box office administrative needs, including internal ticketing requests, night manager sheets, etc.
• Qualify orders 

• Report any customer service issues for patrons and/or students to appropriate management contacts

Required Qualifications

• Have flexible availability (including nights and weekends)
• Demonstrated expertise with English language communication - both written and verbal

• Be comfortable working autonomously and productively in both slow and fast-paced conditions
• Preferred, but not required: Have basic working knowledge of a CRM, preferably Salesforce

We are an open, inclusive workplace and welcome applicants who bring along with them diverse life experiences, including every permutation of economic and cultural backgrounds, orientation, ethnicity and points of view. We strive to continue our efforts to work with people who may otherwise be marginalized or underrepresented in our business and around our local community.  The Second City follows local guidelines and recommendations regarding safety measures to navigate the Covid-19 pandemic.