Ticketing & Customer Service Assistant

Description

Ticketing & Customer Service Assistant

Summary

Reports to: Director of Customer Service and Director of CRM & Ticketing Operations

Employment Status: Part Time Seasonal, Non-exempt

Position Overview: The Ticketing & Customer Service Assistant processes ticketing transactions quickly and accurately using Tessitura CRM software and fields phone and email inquiries. This includes working the Box Office’s customer service channels with other teammates to generate ticket sales revenue, educate customers, and provide support. This is a seasonal (September through May) position during the Nashville Symphony’s busiest season. Hours for this position are 9:30am – 3:30pm, with a 30-minute unpaid break.

Primary Duties and Responsibilities

Provide daytime Box Office support for all incoming and outgoing customer service needs.

• Work the Box Office’s inbound phone queue.
• Follow up on voicemails left by customers.
• Monitor and respond to customer emails sent to the Box Office inbox.
• Implement outbound customer service calls to ticket buyers as needed.  

1. Answer questions to retain and build customer activity, loyalty and satisfaction while confirming and keeping accurate records of ticket purchases, donation amount, updates to customer data, and follow-up information.
2. Respond to customer service issues as directed by supervisors.
3. Process ticket orders and exchanges for all events held at Schermerhorn Symphony Center.
4. Maintain high levels of customer service with a positive and service-to-others attitude.
5. Be educated and educate our customers on event content and various sales products.
6. Identify challenges and resolves potential conflicts. 
7. Develop a thorough knowledge of ticketing policies and database/CRM skills to a level of proficiency required for this position.
8. Responsible for specific tasks assigned at time of hire.
9. Other duties as assigned that help reach our departmental and institutional goals.

Supervisory Responsibilities: None 

Embrace the Nashville Symphony’s commitment to Equity, Diversity, Inclusion and Belonging, and actively support the organization’s mission to welcome and serve everyone in our community.

Qualifications

Work Requirements and Qualifications

1. Education: High school diploma or equivalent combination of education and experience.
2. Experience: At least one year of experience with customer service.
3. Knowledge, Skills, and Abilities:

• Ability to stay organized and multi-task.
• Ability to stay calm and positive in the face of challenging customers.
• Punctuality, dependability, a strong work ethic and the ability to exercise good judgment are a must.
• Excellent verbal, written and interpersonal communication skills.
• Background in arts and/or knowledge of symphonic music preferred but not required.
• Bilingual fluency in Spanish is preferred but not required.
• Knowledge of Microsoft Office Suite and Tessitura CRM is helpful but not required.
• The ability to handle confidential information while protecting the privacy of donors, customers and prospects is vital.
• Must be able to work in a fast-paced environment.
• Must possess highly effective interpersonal and problem-solving skills.
• Must be able to work daytime shifts, Monday through Friday.