Ticketing Sales & Service Associate

at  Pacific Symphony

Position: Ticketing Sales & Customer Service Associate
Employment Type: Regular Full-Time, Hourly/Non-Exempt
Department: Marketing & Communications
Salary Range: $20 per hour
Reports To: Director of Ticketing & Customer Service

EXPERIENCE AND QUALIFICATIONS:

Strong background with 1-2 years’ experience in sales and customer service preferred
Excellent verbal communication skills required
Ability to provide excellent customer service to customers by representing the
organization and department professionally
Must be punctual, reliable, and perform work with consistency
Must be eager, willing, and open to learn
Flexibility with regards to job functions and scheduling
Ability to thrive in a fast-paced, dynamic environment
Ability to prioritize workload and solve problems efficiently and quickly
Must be detail-oriented
Knowledge of fine arts and/or classical music and passion for the performing arts
desirable
Working concerts in the box office is a requirement of this position, which include nights
and weekends as assigned, and presenting a professional, collegial demeanor to
customers is required.
Working knowledge of Microsoft Office essential
Knowledge of Tessitura CRM system or other ticketing software is a plus

ABOUT THE ROLE:

The ticketing sales and service associate’s duties are focused on the day-to-day operations of
Pacific Symphony’s patron services office. Primary responsibilities include maximizing sales by
responding to incoming customer requests, fulfilling orders, and adding incremental revenue
through up-sells and donation add-on requests. In addition, exceptional customer service will be
provided to ensure a memorable experience for patrons. This role is a vital front-line position in
our ticketing and customer service operations.

PRIMARY RESPONSIBILITIES:

1. Patron Sales & Service
   Provides seating, pricing, concert, and general information about all Pacific
   Symphony events to subscribers, single ticket buyers, and inquiring patrons
   Increases revenue by suggesting additional sales and/or add-on donations to every
   order
   Represents Pacific Symphony in the box office of the venues where the orchestra
   performs
   Makes on-the-spot decisions to address patron concerns, while serving as a Pacific
   Symphony representative at the box office during concerts (some night and
   weekend work is required)
   Maintains and updates season subscriber records and patron interaction notes in
   the Tessitura ticketing system
   Sells tickets and provides customer service via telephone, and while physically
   present at the box office
   Communicates with patrons and efficiently answer any ticketing or customer service
   inquiries via the telephone and email
2. Order Processing
   Responsible for the processing of new and renewing season ticket orders received
   by mail, fax, email, in person, or through outbound phone efforts
   Processes single ticket orders for both Winter and Summer Season Concerts
   Handles and processes mailed, faxed, phoned-in, or walk-in exchanges for season
   ticket holders
   Prepares, prints, packs, and mails tickets for subscribers and single ticket buyers
3. Office Support
   Provides feedback to Director of Ticketing & Customer Service, and the
   marketing team regarding patron concerns and buying habits
   May assist marketing with various reports and/or customer research projects
   Responsible for routine and/or project related filing
   Other duties as assigned
   Note: Nothing in this job description restricts management’s right to assign or reassign duties
   and responsibilities to this job at any time.