PATRON SERVICES MANAGER
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 Manager to communicate that commitment is essential to our success!
The Patron Services Manager of Grand Rapids Symphony reports to the Patron Services Director, and serves as the lead user of the various technology platforms used by the team including event setup, training, data hygiene, platform integration, and upgrades. The Patron Services Manager provides guidance on process and system improvements and efficiencies to the Patron Services Director. This role also supports the Customer Service Representative in fielding general customer service inquires, and processing individual and subscription tickets, ticket exchanges, and group sales orders as required.
The successful candidate will have proven experience in ticketing software, ideally Ticketmaster (Archtics is a plus), and a working knowledge of event builds and subscription/package setup, as well as a background in customer service. This detail-oriented position requires excellent organizational skills, an ability to work efficiently, accurately and effectively under pressure, and the ability to complete and prioritize tasks in a timely manner.
RESPONSIBILITIES:
• Accurately builds, maintains and manages all aspects of ticketed events, including programming show and event builds, inventory management, as well as creation of event reports and box office statements.
• Builds subscription seasons and manages subscription rollovers, training the rest of the team in subscription processing.
• Provides regular sales reports to key internal stakeholders.
• Trains all Patron Services staff in the technology platforms used by the team to carry out their necessary functions.
• Monitors and manages system upgrades, advising the Patron Services Director on timing and rollout.
• Ensures optimal website transaction functionality for all transactions including subscriptions, and makes recommendations for improved user experience.
• In collaboration with the Patron Services Director, oversees daily reconciliation, balancing and preparation of deposits, invoices, event reports, cash deliveries, as well as maintain the confidentiality of all sensitive information.
• In collaboration with the Patron Services Director, maintains accurate box office accounting records, reports and archives.
• Works closely with Marketing and Development counterparts to ensure all platforms holding customer data are integrated, even if this includes manual uploads.
• Alongside the Patrons Services Representative, executes customer troubleshooting (for example, for online sales and virtual programming delivery platforms).
• Provides regular customer service back-up for the Patron Service Representative(s) as needed
• Works remotely as needed and from different venues within the market.
• Performs other duties as assigned by management.
QUALIFICATIONS:
• 3-5 years' experience as a box office manager or representative, including management level work experience
• Extensive knowledge of ticketing software (ideally Ticketmaster and Archtics) and demonstrated experience in building ticketed events, including for both single tickets and subscriptions
• Proficient use of standard business technology, including web applications and Microsoft Office; including Excel, Word and Outlook
• Previous experience working in a CRM database a plus
• Must be able to quickly familiarize oneself with multiple venues and seating layouts
• Ability to build strong relationships with clients, especially subscribers, and provide top-notch customer service to all patrons, at all times
• Excellent skills in communications (verbal, written, oral) and problem solving
• Strong interpersonal skills and experience working with a variety of personalities
• Strong organizational skills and attention to detail
• Ability to multi-task and remain calm under pressure
• Ability to work under pressure and meet strict deadlines
• 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.