Patron Services Representative, Full-Time

Deadline September 01, 2021

SUMMARY: Serve as front-line Ticket Office Representative of the Oregon Symphony providing exceptional customer service in the ticket office, via phone, concert hall, and Symphony events.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.

1. Maintain a detailed, proficient, and working knowledge of:

Tessitura systems
Create, update, and recognize all coded information on an account
Maintain and alter accounts – exchange tickets, take payments, add/remove tickets, add/remove options, etc.;
Concert Event information
Season, single, and general admission ticket event codes;
Hall section map, appropriate ticket types, and pricing for all events;
Look up seats/maps and sell events on new and existing accounts;
Programs, products, community events, panel discussions, and all other Symphony endeavors
Ticket Office policies
2. Provide exceptional customer service by:

Selling tickets to Symphony concerts at the Oregon Symphony Ticket Office and the Arlene Schnitzer Concert Hall requiring weekday, weekend, and evening work during the Symphony Season
Answering a high volume of incoming phone calls directed to the ticket office (roughly 80% of all transactions occur via phone) and greeting walk-in patrons;
Providing helpful information and assistance to patrons and staff in a pleasant and efficient manner
Ascertain customer needs and make product recommendations that meet those needs using consultative sales techniques to ensure all subscriber benefits are explained and revenue is maximized

3. Assist in the operation of the Ticket Office:

Assemble ticket packets and other mailings as needed
Balance cash and checks against sales – both daily at the Symphony Ticket Office and at each performance when working at the concert hall ticket booth
Participate in concert preparation as needed including printing and assembling will call tickets, printing updated seating reports, processing online orders, and handling last minute seat change requests
4. Assist with special projects as needed:

Staff Symphony tables at selected events by answering questions, handing out materials, and collecting information, while maintaining a pleasant and professional disposition as a representative of the Oregon Symphony
Help with giveaways and contests
Staff and assist with once-a-year Symphony Gala and community concert

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Employment experience in a customer service or retail sales position required. One year experience in a ticket/box office greatly preferred
Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations
Computer Skills: To perform this position successfully, an individual should have a familiarity with CRM software, Tessitura a plus; Microsoft Office software including Excel, Word for Windows, and Outlook
Certificates, Licenses, Registrations: None required.

Other Skills and Abilities: Exceptional customer service skills, strong attention to detail, ability to work in a fast paced, multitask, team environment, basic computer and typing skills required, appreciation for live symphonic music a plus, sense of humor.

Other Qualifications: Ability to work nights and weekends during concert season, occasionally on short notice.

Hours: 35 hours weekly Full Time Position; this position is currently being performed partially remotely and requires access to high-speed internet via an ethernet cable connection. This is currently a hybrid role (i.e. remote and in-office), and work will be conducted both at the Symphony’s business offices and Arlene Schnitzer Concert Hall. Scheduling may change seasonally. Any changes to the posted schedule must be approved by the Supervisor at least 24 hours in advance. Person in this position must be able to work a flexible schedule that will include evening and weekend hours during the Symphony season.

APPLICATIONS

The Oregon Symphony is an equal opportunity employer and is committed to diversity, equity, and inclusion in all facets of the organization. We seek to develop a diverse candidate pool and welcome nominations and applications from all qualified candidates regardless of race, gender, sexual orientation, age, disability, religion, or national origin.

If you are interested in this position, please submit a cover letter and resume to careers@orsymphony.org. No phone inquiries, please. All submissions will be held in confidence.

Position is open until filled.

More Info
https://www.orsymphony.org/about/careers/

Location
Portland

Contact Email
careers@orsymphony.org