What are the responsibilities and job description for the Customer Sales and Service Representative position at HOUSTON GRAND OPERA ASSOCIATION INC?
Job Details
Customer Sales and Service Representative
Job Highlights
The Customer Sales and Service Representative is a customer-facing role that is part of Houston Grand Opera’s Customer Care Team that staffs the Customer Care Center and Box office. In this role, the Representative is the primary point of contact for HGO’s ticket-buying audience and is charged not only with providing excellent customer service and driving ticket sales but also leveraging their connections with the audience to create memorable experiences to meet individual and team goals.
Join Us!
We are looking for talented, passionate, dedicated people who are eager to make contributions to our community and our mission.
Concerned you do not meet every single requirement listed? Apply! We know that some people are less likely to apply for a job if they don’t think they meet 100% of the requirements. At HGO, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you’re excited about this position but your experience doesn’t align perfectly, we encourage you to apply! You may be just the right candidate for this position or another role at HGO.
About the Houston Grand Opera
The mission of HGO is to enrich our diverse community through the art of opera. We do so by creating, curating, exploring, and producing outstanding experiences centered around the human voice. HGO has received a Tony Award, two Grammy Awards, and three Emmy Awards – we are the only opera company in the world to win all three honors.
Our strategic focus is two-fold: creating profoundly enriching experiences for our diverse audiences and clearly defining and positively promoting the HGO brand.
We are passionate about building and sustaining an inclusive and equitable working environment for all company members. We believe every team member enriches our diversity by exposing a broad range of ways to understand and engage our community and discover, design, and deliver enriching experiences.
Essential Duties and Responsibilities
- Maintain the highest level of customer service with each encounter by having a friendly, professional and helpful demeanor, paying close attention to detail, anticipating customer needs, and ensuring customers receive personalized attention with each interaction.
- Assist customers by phone, web chat, e-mail, and in-person regarding ticket sales and exchanges, as well as fielding other general inquiries such as performance details, directions, parking, etc.
- Ensure the accurate processing and mailing of customer tickets.
- Engage successfully in outbound new acquisitions, cross-selling, up-selling, and donation asks.
- Actively manage interactions with an assigned portfolio of customers on a year-round basis.
- Work in the Box Office or other Customer Care stations during performances as scheduled.
- Assist other HGO departments with various projects and events as needed.
- Help with the set up and takedown of equipment, signs and other duties as assigned.
Qualifications
- 1 year of direct work experience in a customer service and/or ticket sales role.
- Knowledge of opera and arts preferred but not required.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Special Job Characteristics
The successful candidate must possess superb customer service skills, strong verbal and written communication skills, and demonstrate a passion for providing exceptional customer experiences with every customer interaction. Additionally, they will have an acumen for generating new leads, cross-promoting, upselling and closing sales through all forms of communications. Must be a team player with a positive attitude and a willingness to learn. Attention to detail and strong organizational skills are a must. Must be punctual with the ability to arrive at each workday on time. Evening and weekend work is required as well as the ability to bend, stoop, sit and sometimes lift up to 20lb.
Equal Opportunity
Houston Grand Opera is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at HGO are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by federal, state, or local laws or regulations. HGO will not tolerate discrimination or harassment based on any of these characteristics. HGO encourages applicants of all ages.
Qualifications