Job Purpose The Customer Service Representative is responsible for serving as the liaison between all other Oglebay Institute Departments along with the Director of Dance. The employee serves as the main liaison between the School of Dance and its students, parents, and potential customers; the employee is often the first representative that new customers and current customers meet via the phone or in person. This employee is the primary contact for all the adjunct teachers. They perform various customer service responsibilities along with maintaining an organized and professional office set-up.
Essential Duties • Serves as primary on-site customer contact, greeting customers and dancers, directing to their destination, and answering the telephone.
• Monitors Dance building.
• Assists with distribution of materials to dance students and families.
• Schedules all private dance lessons including regular, mini, or summer sessions.
• Prepares class list of registered students for each class.
• Collects and files student health forms.
• Responsible for money collection and identifying/reporting discrepancies.
• Reports needed refunds to the Assistant Director.
• Assists instructors with class list collection, and class and camp information for timely publishing in marketing materials.
• Promotes and sells Oglebay Institute programs and memberships.
• Assists the Director in promoting events on social media.
• Assists in calendar coordination of dance special events, rehearsals, or class cancelations.
• Maintain up to date knowledge of dance programs to efficiently assist customers with questions related to the programs of the department.
• Register customers in NEON.
• Works with the Director to identify volunteers.
• Helps to keep the overall cleanliness of the building.
• On occasion, other duties may be required to satisfy the pressing needs of Oglebay Institute.
Work Context Physical Activity Level:
This position is considered having light physical activity performing non-strenuous daily activities of an administrative nature.
Physical Demands:
The employee must have the mobility to navigate the institute's premises, including standing, walking, and occasionally using stairs. Must have the ability to lift and carry materials as needed, maintain manual dexterity for handling paperwork and operating computer systems, and have adequate visual and auditory abilities for effective communication with customers. While much of the role involves active engagement, there may be occasions requiring extended periods of sitting.
Work Environment
The employee works within both indoor and outdoor settings, facilitating interactions with patrons during various institute events and activities. While the role primarily involves customer engagement and administrative tasks, individuals should be prepared for occasional manual tasks, such as lifting and carrying materials.
QUALIFICATIONS Education and Experience Must have a high school diploma or GED. Must have prior experience in customer service roles.
Basic computer and data entry skills, including proficiency in Microsoft office applications.
COMPETENCIES To perform the job successfully, an individual should be competent in the knowledge, skills and abilities listed below.
Knowledge: • Dance Styles: Understanding of various dance styles offered by the studio, such as ballet, jazz, contemporary, hip-hop, etc., preferred.
• Studio Policies: Knowledge of studio policies regarding class schedules, fees, cancellations, and refunds, preferred.
• Dance Studio Operations: Understanding of how the studio operates on a daily basis, including class schedules, instructors, facilities, and equipment, preferred.
• Customer Database Management: Familiarity with software or systems used to manage customer information, class registrations, and payments.
• Customer Service Techniques: Knowledge of effective communication and problem-solving techniques to handle customer inquiries, complaints, and requests.
Skills: • Communication Skills: Ability to communicate clearly and effectively with customers in person, over the phone, and via email.
• Interpersonal Skills: Skill in building rapport with customers and creating a positive, welcoming atmosphere in the studio.
• Time Management: Ability to manage multiple tasks efficiently, such as answering phones, assisting walk-in customers, and processing registrations.
• Conflict Resolution: Skill in resolving conflicts and addressing customer concerns in a professional and courteous manner.
• Attention to Detail: Ability to accurately process customer transactions, update records, and maintain organized files.
• Computer Skills: Proficiency in using computer software for tasks such as scheduling, invoicing, and email communication.
Ability: • Empathy: Ability to understand and empathize with customers' needs and concerns.
• Adaptability: Ability to adapt to changing situations, such as last-minute class changes or unexpected customer issues.
• Problem-Solving: Ability to think critically and find solutions to customer problems or complaints.
• Teamwork: Ability to collaborate with other staff members, instructors, and management to ensure smooth operation of the studio.
• Salesmanship: Ability to promote studio services and effectively communicate the benefits of different classes or programs to potential customers.
Oglebay Institute is an Equal Opportunity Employer
