TIME FRAME: This is a short term, seasonal position.

Duration: November 15, 2024 - May 15, 2025, 20 hours per week 

Location: Canal Place Office and Fairgrounds, New Orleans

POSITION SUMMARY: As a Customer Service Support Intern, you will be responsible for managing email inquiries from festival patrons and assisting the front office with festival phone inquiries. This role will involve providing timely and accurate information, addressing concerns, and ensuring a positive interaction experience for all attendees, collaborating with various departments to ensure that inquiries are handled efficiently and effectively, showcasing our commitment to excellent customer service.

Key Responsibilities:

• Monitor and manage incoming email inquiries from festival patrons, responding promptly and professionally.
• Provide accurate information regarding festival events, ticketing, schedules, and general inquiries.
• Track and follow-up on all customer requests to ensure a high level of customer satisfaction.
• Work closely with other departments to resolve issues and improve customer support strategies.
• Answer phone calls and assist callers with their questions and concerns regarding the festival.
• Follow up with internal departments to confirm that all email inquiries have been responded to within the designated time frame.
• Assist in creating and maintaining an FAQ database to streamline responses to common questions.
• Display excellent customer service by maintaining a positive attitude and providing helpful information.
• Document and track all interactions with patrons to improve service quality and efficiency.
• Maintain a positive and friendly demeanor in all communications, reflecting the spirit of the festival.

Qualifications:

• Currently pursuing a degree in Communications, Hospitality, Event Management, or a related field.
• Strong written communication skills with attention to detail.
• Ability to manage multiple inquiries simultaneously and prioritize tasks effectively.
• Familiarity with customer service practices and email management tools.
• Passion for music and an appreciation for the cultural significance of the New Orleans Jazz & Heritage Festival.
• Positive attitude, strong problem-solving skills, and a customer-oriented mindset.

Skills Needed:

• Strong written and verbal communication skills.
• Proficiency in email management and phone etiquette.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Attention to detail and strong organizational skills.
• Problem-solving skills with a customer-focused approach.
• Familiarity with customer service software and basic office applications.
• Passion for music and enthusiasm for the New Orleans Jazz & Heritage Festival.

REQUIREMENTS:

• Utilize the Absentee Request Form for accurate reporting of absenteeism to the Human Resources Office.
• Maintain confidentiality regarding sensitive issues.
• Attend and complete any required training.
• Surrender any document, computer program, design, or intellectual property created for the Jazz Festival to the Festival at the end of each production year or upon request.
• Complete all required Feedback Forms and Final Reports.
• Perform other work-related duties as assigned.