PATRON SERVICES REPRESENTATIVE
August 2020
Celebrating its 90th season, the Grand Rapids Symphony is Michigan’s second largest performing arts organization and has received national recognition for the high quality of its concerts as well as Gateway to Music, a network of education, engagement and access programs. The Grand Rapids Symphony presents more than 400 performances and enhances the lives of 200,000 attendees annually. Nearly half of those who participate are students, senior citizens and people with disabilities reached through inclusive education and access programs.
Delivering great music is the Symphony’s mission and the constant driver behind our patron services strategies. This is further enhanced by our commitment to providing entertainment platforms that bridge culturally diverse groups and nurture an inclusive growth community that enriches the lives of everyone. The ability of our Patron Services Representative to communicate that commitment is essential to our success!
The Patron Services Representative reports to the Patron Services Director, and provides frontline customer service for the Grand Rapids Symphony. The Patron Services Representative establishes quality relationships with customers when processing individual, subscription, and group ticket orders, and responding to general customer inquiries. The Patron Services Representative also assists with promoting performances and converting individual ticket buyers into subscribers and/or group patrons.
The ideal candidate is a self-starter with a positive outlook and a listening ear, who prides themselves on their attention to detail and ability to deliver excellent customer service at all times.
RESPONSIBILITIES:
• Receives and processes phone orders and makes outbound calls to solicit sales. Services include processing individual and subscription tickets, making ticket exchanges and refund processing.
• Answers general customer service inquiries, escalating internally as necessary.
• Maintains a current understanding of organizational programs and initiatives, so as to communicate accurate information with customers.
• With direction from the Marketing team, executes the group sales plan, including researching new prospects, making outbound calls, and ticket processing and fulfillment.
• With support from the Patrons Services Manager, executes customer troubleshooting (for example, for online sales and virtual programming delivery platforms).
• Performs functions such as list pulls and data downloads, as requested by the Patron Services Director and/or Manager.
• Attends events and staffs the Patron Services desk at events as required.
• Performs other duties as assigned by management.
REQUIREMENTS:
• 1-2 years of related customer service experience, box office or ticketing environment preferred
• Interacts with patrons and co-workers in a positive, courteous, patient and diplomatic manner
• Builds strong relationships with customers and provides top-flight customer service to all patrons
• Excellent verbal and written communication skills
• Strong organizational skills and ability to work independently while handling multiple tasks
• Comfortable working in a fast-paced environment
• Experience working with a ticketing platform preferred (Ticketmaster ideally), but a proficiency and high comfort level with detailed software and accurate data entry is required
• Proficient use of standard business technology, including web applications and Microsoft Office; including Excel, Word and Outlook
• Ability to work nights and weekends as needed
• Valid Driver's License
• Demonstrated interest in Classical Music
What we’re offering:
• Join the team! When you join our team, you become part of our culture and the Symphony story.
• Robust compensation and benefits package including health and dental insurance, PTO and 401k.
• Two complimentary tickets to most Symphony concerts
To apply for this position, please send resume and cover letter to Paula Tibbe, Manager of Human Resources and Finance at ptibbe@grsymphony.org by September 30, 2020.
For complete information about the Grand Rapids Symphony visit www.grsymphony.org.
We are an equal opportunity employer.