Patron Services Representative

The Patron Services team members are responsible for ensuring a positive experience for patrons by providing exceptional customer service at all times. They must demonstrate a professional and polished attitude, appearance, and work ethic while servicing performances, supporting co-workers, assisting with patron ticket and donation requests, addressing performance and event inquiries, and providing general information. This is a full-time position that includes weekends.

Essential Duties & Responsibilities (other duties may be assigned)

• Provide excellent service to patrons of Artis—Naples.
• Work with Patron Service management in responding to patron feedback and help achieve patron satisfaction.
• Perform daily box office functions including assisting patrons, data entry and database management.
• Act as an Ambassador for Artis–Naples, demonstrating positive and professional image at all times. Display helpful and friendly image by smiling and maintaining good eye contact with patrons.
• Assist patrons, both internal and external, with the highest level of respect and courtesy at all times with ticket purchases, donation receipts, inquiries, etc.
• Responsible and accountable for each patron interaction, including resolving questions or problems to the satisfaction of the patron. Actively include supervisor in any situation which may require assistance.
• Keep up to date and informed on organization events and activities, including concert or performance dates, times, prices, on-sale dates, etc. Demonstrate knowledge of organization’s history, philosophy, and procedures.
• Utilize professional phone and direct contact etiquette by answering phone calls within three rings. Follow designated phone answering and inquiry scripts when dealing with patrons.
• Handle cash, credit card, and check sales for the sale of tickets and donation receipts.
• Reconcile ticketing and fund (donation) transactions with drawer receipts.
• Follow patron service dress code requirements.
• Observe safety requirements. Report safety issues and items requiring work orders to Supervisor or Safety & Security.
• Work effectively with all Artis—Naples team members.

Competencies, Core Values, Education and Experience

 Competencies

To perform this job successfully, an individual should possess and demonstrate the following competencies:

Diversity – Shows respect and sensitivity for cultural differences; promotes a harassment-free environment.

Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values.

Financial – Ability to define problems, collects data, establish facts, and draw valid conclusions.

Oral Communication – Speaks clearly and confidently, listens and gets clarification; participates constructively and thoughtfully in meetings.

Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.

Teamwork – Fosters a cooperative work environment by actively participating with colleagues, set priorities and solves problems.

Technical Skills – Knowledge of computerized information systems used in office systems.

Quality Management – Demonstrates accuracy and thoroughness.

Written Communication – Writes clearly and informatively; varies writing style to meet needs; presents information effectively.

Organizational Core Values

Collaborative – working internally and externally to accomplish something together that we may not be able to accomplish separately in order to realize shared goals.

Transparency – behaving and communicating in a manner that exudes openness and sheer honesty.

Excellence – a standard of performance that surpasses ordinary standards.

Accountability – the acceptance and assumption of responsibility for actions, decisions and results.

Patron-first – placing the patron at the center of our efforts.

Integrity – a commitment to the highest standards, values and principles through every action and decision.

Education/Experience

• High school diploma preferred.
• Customer service experience

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.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•  While performing the duties of this position, the employee is regularly required to sit and use hands to finger, handle, or feel.
• The employee is frequently required to reach with hands and arms and talk or hear.
• The employee is occasionally required to stand and walk.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision and color vision.

Work Environment

The work environment is consistent with general office conditions, with moderate noise, and exposure to outside environment (box office window). 

 The above noted position description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the employee a general sense of the responsibilities and expectations of the position. As the nature of business demands change so, too, may the essential functions of this position.