Patron Services Representative- Part-Time Teleservices

Deadline March 31, 2024

SUMMARY: Serves as a front-line outbound call representative for the Oregon Symphony.
Symphony Patron Service Representatives generate revenue through sales and fundraising campaigns, to ensure sales and fundraising goals are met. Manages a patron portfolio to ensure customer satisfaction is met throughout the season.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned.
• Sell Oregon Symphony (OSA) season subscriptions, single tickets, and memberships by phone, with equipment provided by the OSA, from leads furnished by the OSA.
• Outbound sales are done remotely.
• Develop and be able to utilize a detailed working knowledge of concert event
information, program content, target audience profiles, membership benefits, and donor events.
• Develop and be able to utilize a working knowledge of seating sections and pricing at Symphony venues.
• Develop competency in Tessitura database software to process orders, receive donations, and review constituent data.
• Participate in sales campaigns as directed by the Teleservices Manager and Patron Services Manager.
• On leads furnished by the OSA, generate at least 15 sales calls per hour during each hour of the shift.
• Use an organized bring-up system on all call-backs to ensure the best and most efficient sales strategy.
• Promptly follow up on all leads furnished.
• Function as a member of the Patron Services Team provides support to other Call Center team members and assists in training new hires.
• Attend daily Team Meetings.
• Accurately complete all necessary records and paperwork on time.
• Maintain strict confidentiality regarding all information and leads provided by the OSA as proprietary to the OSA.
• Represent the OSA with integrity, handling all business related to the OSA and its employees and patrons courteously, professionally, efficiently, and confidentially.
• Teleservices PSRs are also required to assist the operation of the Ticket Office in the following areas:
o Be available to work a minimum of 2 concert or ticket office shifts per month.
o Assist the ticket office during peak sales times, as assigned and when available within their weekly 29.75-hour maximum.
o Spend a portion of each shift handling inbound calls from the ticket office queue, taking inbound calls from 6–8 pm and at other times as directed.

REQUIRED HOURS / WORK SCHEDULE:
• The Call Center is operational from noon – 8 pm, Monday through Friday. Teleservices PSRs must work the prime calling hours of 4–8 pm, Monday through Thursday, to be of maximum effectiveness. But PSR can work additional hours during the Call Center’s operational hours.
• This position is predominantly remote, but includes in-person Concert Hall shifts, and
some required in-office shifts. The position will be in the office during the training period.
• PSRs must work at least four days per week, working a minimum of 20 hours and a maximum of 29.75 hours per week. Ticket Office and concert shifts do not count towards these minimums.
• Additional hours, up to 40 per week may be allocated at peak times during the Season, but only with prior approval of the Vice-President of Marketing.
• Scheduling is flexible, but all changes require prior approval by the Teleservices Manager.

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 essential functions.
• Education and/or Experience: HS diploma and 1-2 years of sales experience preferred.
• Language Skills: Ability to quickly learn to pronounce foreign names of composers, compositions, and artists.
• Mathematical Skills: Ability to accurately add, subtract, multiply, and calculate discount percentages.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer Skills: Ability to quickly learn and use Tessitura database/ticketing software, working proficiency in Microsoft Outlook. Training in Tessitura is provided, and a two-week proficiency period is given.
• Certificates, Licenses, Registrations: N/A

OTHER QUALIFICATIONS: Availability to work the required schedule and hours; excellent
customer service and sales skills; exceptional communication and good organizational skills;
dependability.

OTHER SKILLS AND ABILITIES: Appreciation for live symphonic music is a plus.

PHYSICAL DEMANDS: The physical demands described here are representative of those that
must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform
essential functions.

While performing the duties of this job, the employee is frequently required to sit; use hands
to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision
abilities required by this job include close vision, distance vision, depth perception, and the
ability to adjust focus to use a computer monitor. When assigned to concert duty, the
employee is occasionally required to stand and walk and must occasionally lift and/or move
up to 10 pounds.

WORK ENVIRONMENT: The work environment characteristics described here are
representative of those an employee encounters while performing the essential functions of
this job. Reasonable accommodations may be made to enable individuals with disabilities to
perform essential functions. While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts such as computer printers. The noise level in the work environment is usually moderate.

If you are interested in the position, please submit a cover letter, and resume to careers@orsymphony.org.

No phone inquiries, please. Position is open until filled.

Location
Portland, OR

Contact Email
careers@orsymphony.org