Position: Customer Service Manager/Theater Office
In this role, you will oversee our customer service operations, ensuring that our clients, directors of scholastic and community theatre productions, receive exceptional support and assistance. Your leadership will be vital in maintaining our reputation for excellence in customer service.
If you are passionate about ensuring the show will go on for thousands of actors nationwide—and delivering outstanding customer experiences, we invite you to apply today and become a part of our legacy at The Costumer.
Responsibilities
- Supervise and lead the Theatre team to ensure delivery of high-quality customer service
- Drive rental sales growth by proactively building and strengthening relationships with new and returning customers."
- Manage daily operations of the customer service department, including staffing and scheduling, and managing client files and records.
- Communicate effectively with clients to address inquiries, ensure accurate and complete information is chosen from costume plots, accurate measurements are provided, and resolve issues with costume choices, estimates, and invoicing promptly.
- Analyze customer feedback and service metrics to identify areas for improvement.
- Research and stay apprised of licensed shows and the type and styles of costumes.
- Collaborate with other departments to inform them of early season trends based on inquiries and orders, to enhance yours and the teams’ knowledge of our product and service offerings.
- Train and develop team members to improve performance and customer satisfaction.
- Perform other duties as assigned by supervisor and senior management.
Requirements
- Proven experience in a customer service and supervisory role.
- 2-4 years of related experience delivering and managing excellent customer service.
- 1-3 years managing or supporting sales or marketing leaders in delivering products/services based on customer orders and ensuring customer success.
- A deep love of theatre and performing arts—bonus if you love costuming! Extra bonus if you’ve ever been a part of a stage production in any capacity!
- Strong management skills with the ability to supervise others while effectively managing a department or function.
- Excellent verbal and written communication and problem-solving skills.
- Ability to analyze data and make informed decisions based on insights.
- Success in setting and meeting/exceeding goals and using key performance metrics (KPIs).
- Experience in theatre production, project management, and/or sales is beneficial.
- Knowledge of theatre production, especially theatre management, stage managing, directing, and costuming is beneficial.
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule: 8 hour shift, some weekends during busy seasons
