Audience Success Manager
2 weeks ago
ABOUT THE SECOND CITY
Dedicated to entertaining, inspiring, and transforming through courageous comedy, The Second City is the premier brand in improv-based sketch comedy. With sold-out shows playing on stages in Chicago and Toronto, Second City’s Touring and Theatrical companies 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 locations in Chicago and Toronto. 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.
Primary Responsibilities
Customer Success
Strive to go above and beyond for customer experience
Liaise with VIP groups, alumni, and Concierge guests to ensure an excellent experience
Managing Group Ticket orders, communication with groups and customers
Work within a sales quota and outreach for groups, with a commission structure for sales achievement
Approve any ticket transfer, cancellation or refund requests
Oversee waitlist on sold-out evenings
Review and summarize weekly customer feedback survey for leadership team
Ensures Accessibility requests are handled with care
Serve as an escalation point for customer complaints or issues
Administrative & Operations
Creating nightly door lists for seating
Count and close cash reports, submit to Accounting
Processes internal ticket requests for staff, guests and alumni
Create, order and price merchandise for The Second City; manage inventory and sales trends.
Liaison with the on site Operations team with regards to food and beverage and seating needs
Work with Security team as needed for escalation
Has experience with proper customer service and phone etiquette
Has experience creating and implementing processes
Likes to work with a team in a shared office environment, as well as independently
Has the ability to handle multiple tasks at the same time
Is a self-starter who works well under pressure and in a constantly changing environment
Proficiency with Microsoft Word & Excel
Proficiency with Google Docs
Proficiency with Salesforce or similar online ticketing system
The Second City is an open, inclusive workplace and welcomes 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 community.
The Second City follows CDC guidelines and recommendations regarding safety measures to navigate the Covid-19 pandemic. To work at The Second City you must show proof of being fully vaccinated against SARS-CoV-2. Applicants with medical or religious exemptions will be considered.
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