About The Kennedy Center

“I am certain that after the dust of centuries has passed over our cities, we, too, will be remembered not for victories or defeats in battle or in politics, but for our contribution to the human spirit.” – President John F. Kennedy

The Kennedy Center is the nation’s cultural center and living memorial to President John F. Kennedy. Located on the banks of the Potomac River in Washington, D.C., the Center presents performances across all genres, and is also home to artistic affiliates Washington National Opera and National Symphony Orchestra.

At the Kennedy Center, we strive to foster belonging and empowerment at work. We are able to advance our mission because of our committed and passionate employees. We are fortunate to be able to leverage their diverse perspectives, life experiences and skills to inform how our workplace can be a safe, transparent, and replenishing community. The Kennedy Center is an equal opportunity employer and does not discriminate against any employee or applicant based on race, religion, gender identity, sexual orientation, disability, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

Mission Statement: As the nation's performing arts center, and a living memorial to President John F. Kennedy, we are a leader for the arts across America and around the world, reaching and connecting with artists, inspiring and educating communities. We welcome all to create, experience, learn about, and engage with the arts.

Why Join Us

We offer a comprehensive range of benefits to all employees including:

• Staff offers for discount tickets
• We like to have fun! Check us out - Kennedy Center National Dance Day 2019

Job Description

Supervise full-time, part-time, and flexible-time employees of Instant Charge to ensure successful telephone sales and effective communications with patrons. Produce related reports, and provide other assistance as assigned by the Instant Charge Manager. We are looking for a flex supervisor to fill in approximately 20 hours per month in the office.

Duties and Responsibilities

• Schedule and supervise approximately 30 operators on a daily basis; respond to all questions and requests for help from operators; responsible for daily opening and closing of office, so must be consistently on time; intervene as needed to resolve patron issues; act as a back-up in the absence of the manager which includes managing the room during evenings and weekends when the manager is off, and ensuring the smooth running of the department. This operation is 7 days a week, 11 hours a day. Must be able to calmly handle any emergency situation and make independent decisions when dealing with patrons and employees.
• Run computer-generated daily reports of sales, operator efficiency, and other pertinent information, and provide analysis as needed. Ensure accurate payroll records of union employees.
• Continually ensure operators have up-to-date information and respond appropriately to changes in scripts and sales programs, and maintain customer service training of all operators; provide input to management regarding employee performance and patron issues; effectively administer union contract; authorize exceptions to company policy without prior approval in order to handle patron issues; conduct on the spot counseling to employees to resolve issues as needed.
• Ensure that all electronic equipment is maintained and repaired on a timely basis, and that any issues are brought to the attention of the appropriate personnel. Coordinate office cleaning and supplies as needed.
• Work closely with other sales departments to handle patron issues and to filter calls appropriately and have the ability to handle patron calls when the call is escalated to the manager level.
• Other duties as assigned.

Key Qualifications

• A bachelor’s degree or equivalent work experience
• One or more years of supervisory experience in sales and/or customer service
• Knowledge of computer ticketing systems
• Strong customer service skills
• Interest in and knowledge of the performing arts