Job Summary

This position is assigned to the Non-appropriated Fund (NAF) Military Ticket Program; Morale, Welfare, and Recreation Community Recreation. The primary purpose of this position is to supervise the MWR Tickets Call Team. The incumbent provides direct oversight of the MWR Tickets Call Team, ensures comprehensive customer support for eligible patrons navigating the website and purchasing tickets, and coordinates technical and administrative operations to maintain a seamless eCommerce experience.

Job Description

Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs. A qualified candidate must possess the following: At least one year of progressively responsible specialized experience providing direct oversight to customer service workers in the ticket or travel industry. A qualified candidate possesses the following: Knowledge of Department of War (DoW), Department of Navy (DON), CNIC, and vendor policies, instructions, and regulations as it relates to MWR, MTP, and patron eligibility. Knowledge of MTP rules, procedures, operations, and business practices. Knowledge of MWR programs and services sufficient to provide customers with recommendations and guidance on travel, recreation, or vacation needs. Knowledge of ticket office operations sufficient to manage, process, and resolve various ticketing transactions and vendor nuances. Knowledge of eCommerce fulfillment and digital customer service standards. Knowledge of analytical and evaluative methods, tools, and techniques, and the ability to apply them to issues concerning the efficiency/effectiveness of program operations. Knowledge of and skill in the use of program specific applications, such as MWRTickets website, TMS Back Office, and TMS Agent Portal. Knowledge of and skill in telephone and email etiquette for customer service operations. Skill in providing excellent customer service. Skill in the use of technology devices and software applications, including Microsoft Office applications. Skill and ability to handle customer-service related escalations in accordance with established policies and standard practices. Ability to identify and analyze problems, weigh relevance and accuracy of information, generate and evaluate alternative solutions, and make timely and effective decisions. Ability to communicate effectively, both orally and in writing. Ability to coach a team to deliver consistent patron satisfaction. Ability to perform the full range of supervisory duties. Ability to supervise and direct the work of other employees, monitor performance, and assure adequate internal control procedures are developed and operative. Ability to lead a highly motivated team, foster a collaborative environment, and work independently when required.