Customer Service Representative Full-Time

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  • Toronto
  • Hours Full Time
  • Start Date Flexible
Position Summary
Our customer service team impacts all channels of our business and ensures that any current or prospective student, patron or corporate partner has a better experience with us than they expect. Additionally, this team contributes to the growth of Second City by identifying opportunities to maintain, re-engage or invite new faces into all that we offer.
As our business operates during the day, evening hours, on weekends and holidays, our customer service representatives must be available during those times as well.
Customer Service & Sales Responsibilities
  • Answer all incoming inquiries by phone, email, and in person in a prompt and professional manner, being able to answer all questions about performance schedules, content and training centre class offerings
  • Process the sale of tickets, classes, merchandise, gift cards and training centre studio rentals
  • Follow up on student and patron inbound leads for new opportunities and feedback
  • Proactively track and research potential leads for all departments (Theatre, Training Centre & Second City Works), collect accurate customer data with the intention of feeding leads into the sales pipeline in Patron Manager or Compass, our CRM systems
  • Offer additional relevant programs, shows, and products during interactions with customers
  • Manage logistics for training centre scheduling including contacting student, offering a refund or transfer where appropriate, and following up to ensure that students are satisfied
  • Correspond with current students – Including welcome emails and continuing level offerings
  • Manage and book staff benefits comps based on Second City policy.
  • Support nightly box office operations, including will call, walk-up sales, waitlist, etc.
  • Other Duties as required
Administrative Responsibilities
  • Qualify online orders as new contacts and enter into CRM system
  • Track, monitor, and process donation requests on a weekly basis
  • Report any customer service issues and/or student HR/harassment claims to appropriate management
  • Manage process for student auditions to include accepting submissions and setting up audition slots
  • Education: Post-secondary education considered an asset
  • Experience: Minimum 2 years of customer service experience, with warm lead or inbound sales experience preferred.
  • Some knowledge of the Second City shows, programs and corporate offerings
  • Great customer service skills and professional etiquette
  • Proficient in GSuite
  • Salesforce CRM experience an asset
  • Evidence of being detail-oriented, organized and accountable
  • Demonstrated ability to change quickly and able to work effectively both as part of a team and independently
  • Experience handling cash and credit card processing in a professional setting


  • Compensation: $16.50/ hr
  • Approx. 40 hours per week
  • Potential for additional bonus based on Company Performance
  • Health and Dental Benefits
  • Must be available days, evenings, weekends and holidays.

Second City is an equal opportunity employer committed to diversity and welcomes all interested parties to apply. Accommodations are available on request for candidates taking part in all aspects of the selection process. We sincerely thank all those who apply, however only those considered for an interview will be contacted.


Please email resume and cover letter to “,  (subject line “Customer Service Representative Full-Time”). No phone calls please. Qualified candidates will be notified for a phone screening in early May.