Patron Services Lead

Description

This position is responsible for providing high quality service in a professional, timely manner by communicating, coordinating, and supervising Patron Service Representatives to attain O-pa goals for specified events/performances, including sales and reconciliation of walk-up tickets.

Pay range for position: $18-$20 / DOE

The Patron Services Lead coordinates all aspects of patron service related to ticketing at specified events and is responsible for weekly, time-sensitive department projects assigned by the Patron Services Manager.

This position must uphold the O-pa Core Values of Team, Inclusion, Trust and Integrity.

Position Duties And Responsibilities

• Continually provides exemplary patron service.
• Responds with sensitivity and professionalism to the practical needs of patrons and O-pa staff in all interactions, including solving patron service issues and/or complaints.
• Processes ticket transactions (single, subscription, ticket exchanges, etc.) on Tessitura (online, integrated ticketing software).
• Balances daily ticket sales and works with other Patron Services Representatives when balancing their daily ticket sales.
• Upholds ticketing policies and procedures including, but not limited to; ticket sales, refunds, exchanges, lost-stolen tickets and Internet ticketing.
• Represents O-pa expertly while working with constituent groups who use Ticket Omaha box office services.
• Supervises Patron Services Representatives in the execution of their event/performance related duties for specified events.
• Produces event/performance related reports requiring balancing and reconciles cash before closing of Ticket Omaha box office for specified events.
• Continually learns current and/or new systems, policies and procedures and stays abreast of new program developments.
• Processes patron transactions including, but not limited to; low level gift processing, address updates and entering new patron records into the system.
• Completes weekly departmental projects in a timely manner as assigned by the Patron Services Manager.
• Assists in the training and development of part-time Patron Service Representatives.
• May be required to perform other duties as assigned.
  
  

Requirements

Minimum Experience and Qualifications:

• Two (2) years prior customer service experience.
• One (1) year previous supervisory experience preferred.
• Strong, proven customer service skills.
• Ability to efficiently and accurately handle cash transactions and reconciliation.
• Prefer prior cash handling experience.
• Proven ability to work well with others in a team-based environment.
• Requires evening and weekend availability.
• Proficient in Microsoft Office Products (Word, Excel, Outlook, Access and PowerPoint).
• Proficient in using personal computer hardware and software.
• Professional demeanor.
• Excellent communication and interpersonal skills.
• Must be able to effectively and efficiently communicate in English.
  
  

Minimum Education Requirements

• High School Diploma or equivalent (GED).
  
  

Supervisory Responsibilities

• Supervises Patron Services Representatives at specified events.
  
  

Physical Demands

• No physical exertion required.
• Required to sit for long periods of time.
• The noise level in the work environment is moderate.
  
  

Equipment/Machinery Used

• General office equipment (computer, telephone, fax, copier and printer)