Patron Service Representative

Description

PATRON SERVICE REPRESENTATIVE JOB DESCRIPTION

Department: Patron Sales and Service
FLSA Status: Non-Exempt
Work Location: Onsite
FT/PT:- Part-time
Last Revision Date: March 6^th, 2024

The Organization: The Detroit Symphony Orchestra (DSO) is known internationally for trailblazing performances, collaborations with the world’s foremost musical artists, and a deep commitment to serving our community. Making its home in historic Orchestra Hall at the Max M. and Marjorie S. Fisher Music Center, the DSO actively pursues its vision to be an inclusive and culturally relevant community where all people can experience their world through music.

The DSO is a complex organization. Operating 365 days per year in historic Orchestra Hall, one of America’s most acoustically perfect concert halls, we are a performing arts institution, an educational facility, and a community center. We are governed by an independent Board of Directors and employ both union and non-union employees as musicians, stage crew, and administrative staff. Creating a unified culture throughout the institution is an organizational imperative, and we are guided by our values of excellence, diversity, resilience, collaboration, and innovation. The DSO is also deeply invested in the city of Detroit; through our Detroit Strategy initiative, we are expanding the DSO’s participation in the growth and well-being of the city.

The DSO’s commitment to diversity, equity, and inclusion is paramount to who we are; we work to create an environment where all employees are seen, valued, and supported to enable their best every day. This is essential as we pursue our mission to impact lives through unforgettable musical experiences by sustaining a world class orchestra for the city of Detroit and the global community.

The DSO offers a unique, fast-paced working environment, an excellent overall compensation package, and is an Equal Opportunity Employer. For more information visit www.dso.org.

Position Summary: Patron Service Representatives (PSRs) are disciplined, outgoing, and energetic individuals who provide exceptional customer service to patrons during ticketing and donation transactions and general inquiries. They act as ambassadors for the organization and are helpful salespeople. PSRs interact with a diverse range of patrons and serve as the primary point of contact between most patrons and the DSO.

As members of the Patron Sales and Service team, PSRs are united and committed to being responsive, accommodating, disciplined, knowledgeable, and always fulfilling their duties and responsibilities.

Specific Duties and Responsibilities:

• Monitor phones, ticket windows, and online sales during regular business hours and concert shifts.
• Provide excellent customer service during all ticketing and donation interactions while maximizing the value of each transaction.
• Thoughtfully and knowledgeably answer patron inquiries regarding the organization and concert experience.
• Work with managers to resolve patron concerns, complaints, and disputes promptly and discreetly.
• Assist with donation and ticketing processing and fulfillment for phone, window, and online sales in a timely and accurate manner.
• Handle patrons’ contact and financial information with the utmost accuracy, care, and confidentiality.
• Enter and update patron contact information in a timely and accurate manner.
• Perform general administrative duties and provide other box office assistance as needed.
• Reconcile money drawer against database reports daily.
• Perform other duties as assigned.

Required Qualifications:

• High school diploma or equivalent experience.
• 1-2 years’ experience in a ticketing or customer service environment.
• Strong verbal communication skills and comfort on the phone.
• Attention to detail, strong organization skills, punctuality, and interpersonal skills.
• Basic math skills, including arithmetic and percentages.
• Experience handling money and demonstrated absolute integrity and honesty in handling credit card information, personal checks, and cash.
• Ability to act independently, take initiative, and meet changing priorities.
• Successful experience working in, and contributing to, a collaborative, team environment

Desired Qualifications:

• Interest in classical music and the arts preferred. Knowledge of classical music is a plus.
• Experience typing and working with computers, including Microsoft Office programs.
• Experience with ticketing systems, specifically Tessitura.
• Demonstrated experience and investment in issues of diversity, equity, and inclusion.

Additional Information:

• This is an hourly, non-union position.
• Successful candidates must be available to work a varying schedule, including nights and/or weekends, to meet the needs of the DSO’s performance schedule.
• All positions at the DSO require the successful completion of a background check prior to beginning employment. A criminal record does not automatically disqualify candidates.

Physical Requirements:
This role primarily works in an office environment, and frequently has prolonged periods of sitting and looking at a computer screen. Additional physical requirements:

Position Reports to: Director of Patron Sales and Service

Direct Reports: N/A

Qualifications