ROCHESTER PHILHARMONIC ORCHESTRA INC Patron Services Representatives FT in Rochester, New York
Patron Services Representative - Daytime and/or Concert Shifts Days and hours may vary. Average 37.5-40 hrs per week depending on shifts during business Day Shifts Monday-Saturday 9:30am-5pm Customer service and patron relations through in-person contact and inbound/outbound phone interaction. Phone traffic can be high at certain times in our concert season. Order processing and cash handling. Extensive computer use of Microsoft Office programs and sales in the Tessitura performing arts ticketing and database system. Patron cultivation and retention via relationship management (ie. creating patron notes on the interaction, logging customer service issues). Communication of ticketing and concert information to single ticket buyers and subscribers. Facilitation of single ticket and subscription package sales. Detail oriented tasks, such as subscription and renewal mailings, marketing campaigns and filing. Retail sales of RPO, guest artist and/or holiday concert merchandise as needed on concert day/night. Additional duties as assigned. Concert Shifts Concerts Thurs - Sun throughout the season. See below for typical hours. For all performances at Kodak Hall (Philharmonics, Pops and Special Concerts), the Patron Services Center becomes mobile, closing at 5pm and reopening 90 minutes prior to the performance at the Eastman Theatre Box Office (ETBO) at 433 E. Main Street. For OrKIDstra concerts (Sunday's, 2pm), ticket sales open 90 minutes prior to the concert at Hochstein Performance Hall. For Sunday Matinee concerts (Sunday's, 2pm), ticket sales open 90 minutes hour prior to the concert at Nazareth's College Beston Hall at Glazer Music Performance Center. Times and dates for summer concerts vary. Typically summer concerts occur Thursday-Saturday with box office opening 90 minutes prior to concert. The environment prior to the concert can be fast-paced, with Representatives focused on rapid (but friendly) ticket sales. Duties include: Concert ticket sales and customer service. Assistance with remote box office setup, including Will Call operations. Responsible for break-down of workstations post-intermission. Retail sales of RPO, guest artist and/or holiday concert merchandise as needed on concert day/night. Desired Knowledge, Skills and Abilities: Outgoing, confident and friendly. Comfortable and confident on the phone. Customer-focused personality. Previous "people-facing" experience essential. Excellent verbal and written communication skills. Commitment to communication regarding status of tasks assigned, or issues encountered with patrons. Excellent follow-through on assigned tasks. Ability to manage workload and solve problems independently with support from Patron Services management as needed. Increasing ability to make independent judgement calls with appropriate boundaries and training. Ability to maintain composure while in stressful situations. Ability to manage financial transactions and cash handling policies. Comfortable and experienced in Microsoft Word, Excel and Outlook. Extensive computer-based work will be expected. Experience with Ticketing Software preferred, but not required. The RPO uses Tessitura. To apply, candidates may send a resume and brief email or cover letter to Dan Lippa, Ticketing Manager or Shanna Yerdon-Walker, Director of Human Resources Email: email@example.comfirstname.lastname@example.org Mail: 255 East Avenue, Rochester, NY 14604 Phone: (585) 454-7311 ext.268(dan) 253(shanna) Reference check performed.