Military Ticket Program Customer Service Supervisor

Quick Facts

• Role: Military Ticket Program Customer Service Supervisor (NAF MWR Tickets Call Team)

Description

Supervise the MWR Tickets Call Team to ensure comprehensive customer support for eligible patrons navigating the MWR Tickets website and purchasing tickets. Serve as an escalation point, analyze and resolve complex issues involving MTP applications and transactions, and coordinate with IT and HQ teams to maintain a seamless eCommerce experience.

Responsibilities

• Direct work of up to four MTP Customer Service Agents and act as Rating Official

• Assign work based on priorities, difficulty, and staff capabilities

• Conduct annual performance reviews; participate in staffing decisions; ensure training

• Address performance and/or disciplinary issues promptly and foster an equitable, discrimination-free workplace

• Provide worldwide customer support for the Military Ticket Program via phone and email

• Work scheduled shifts as a frontline call center customer service agent for surge demands

• Respond to and resolve complex inquiries and ticketing issues; recommend process improvements based on trends

• Ensure team compliance with processes and customer service expectations; adjust services using call center metrics

• Review eCommerce marketing advertisements and report items needing removal or replacement

• Compile daily/weekly reports on call volume, inquiry types, and issues for continuous improvement

• Coordinate with MTP and HQ Community Recreation on IT upgrades/repairs, marketing updates, and ticket data corrections

Requirements

• Pass applicable records and background checks

• Successfully pass E-Verify employment verification; resolve any discrepancies

• At least 1 year of progressively responsible specialized experience overseeing customer service workers in the ticket or travel industry

• Knowledge of MTP rules, procedures, operations, and business practices

• Knowledge of MWR programs and services to provide travel/recreation/vacation recommendations

• Knowledge of ticket office operations for processing and resolving ticketing transactions

• Knowledge of eCommerce fulfillment and digital customer service standards

• Ability to use program-specific applications (MWRTickets website, TMS Back Office, TMS Agent Portal)

• Strong telephone and email etiquette; excellent customer service skills

• Proficiency with Microsoft Office applications

• Ability to handle customer-service escalations according to established policies

• Strong analytical skills to identify problems, evaluate information, and make timely decisions

• Effective oral and written communication skills; ability to coach a team

• Ability to perform supervisory duties and monitor employee performance and internal controls

• Ability to lead a motivated, collaborative team and work independently

• Maintain privacy of official work information and data; demonstrate high ethical conduct

• Willingness to work variable hours, including early/late shifts and weekends/holidays as required

Benefits

• Bonus up to $10,000 (pending eligibility verification)

• Relocation bonus up to $10,000 for eligible current NAF employees moving to a new duty location (PCS not eligible)

• Salary dependent on experience and/or education, including locality pay