Customer Service Manager

Title: Customer Service Manager 

Department: Administration

Reports to: Director of Business and Operations

FTE: 1 Full-time 40 hours per week       

Pratt Fine Arts Center provides art classes for visual artists of all ages, all skill levels and abilities, from beginner to master. Students receive professional artist instruction in fully equipped studios with the materials and resources they need to imagine, explore, and create art, while learning techniques and skills. Pratt also offers independent access to their art studios so artists can pursue their work in a professional environment. With a long-standing mission of arts access for all, Pratt welcomes everyone to join its creative community.

Job Summary

The Customer Service Manager ensures students and guests have a positive experience at Pratt by providing a warm and welcoming environment. The Customer Service Manager’s friendly attitude carries through all front desk operations, including supervision of front desk part-time staff. The person in this role works directly with the Director of Business and Operations to help develop appropriate policies for registration, memberships, and studio access. The Customer Service Manager also works closely with the Director of Programs, Marketing and Communications Director, Development Director, and Studio Managers to ensure cohesive teamwork and that appropriate procedures are developed and implemented to serve our community.

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Job Description

**Please Note** Because classes are scheduled every day, the Customer Service Manager will be expected to be working on-site Monday through Friday from 8:30AM to 5PM.

The Customer Service Manager acts as central communication hub for Pratt Fine Art Center particularly in regard to policies and procedures governing students, independent studio users, and other stakeholders. The Customer Service Manager schedules front desk personnel 7 days a week year -round ensuring the desk is staffed from 8:30AM to 10:00PM every day.

·      Processes all requests for registration, memberships, studio access, etc.

·      Responsible for maintaining accuracy of all registration information and makes sure all policies are followed except when such policies are waived by the Director of Business and Operations including policies involving refunds, enrollment, withdrawals, record keeping, etc.

·      Confirms that studio access policies are being followed including coordinating access test appointments as well as issuing studio user cards and processing documentation of completed tests.

·      Provides training and oversight and assigns duties to all Administrative Assistants working at Front Desk while monitoring daily activity and providing support when errors or difficult situations arise.

·      Orders and maintains a stock of needed office supplies for Pratt's ongoing operations.

·      Coordinates all cash and check deposits on a regular basis.

·      Oversees the Tuition Assistance program and assists Scholarship recipients by completing registrations and tracking scholarship balances.

MINIMUM QUALIFICATIONS:

·      At least 2 years of management experience in a customer service environment

·      Strong Customer Service Skills and affinity for helping people achieve

·      Ability to manage multiple tasks and long-term projects simultaneously

·      Experienced user of MS Teams & MS Office with proficiency in Excel and Word

·      Experience with class management and POS management systems;

·      Ability to maintain and administer office peripherals (copier, scanner, IP phone, etc.)

·      Sense of humor

·      Competence in serving diverse populations

·      Demonstrated commitment to diversity, equity and inclusion

DESIRED QUALITIES:

·      Operate Multi-line phone system

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people performing this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.