Customer Service Assistant

Job Description

As Customer Service Assistant, you will handle all incoming communications to the Box Office from patrons. This includes the sale and fulfillment of single ticket and subscription purchases via phone, email, and on-site transactions. On concert nights, and in all public settings, you are responsible for maintaining excellent customer service and ensuring a remarkable experience for patrons, from their first call to the Box Office to the moment they exit after a performance.

The Marketing & Communications team includes the Assistant Director for Marketing & Communications, the Box Office & Sales Manager, and the Customer Service Assistant.

Orchestra sales and marketing is a multi-dimensional discipline, requiring constant customer engagement, broad and deep understanding of products and platforms, excellent communication, and strong customer service skills. You need to be proactive, detail-oriented, and a great team member who wants to play a valuable role at the organization.

Primary Responsibilities Include:

·        Administer to incoming phone calls to the Box Office to fulfill patron purchases for ticketed events, including but not limited to subscription acquisition and renewal, single ticket sales, complimentary ticketing, trade fulfillment, donor benefits and voucher fulfillment.

·        Onsite Box Office operations at live concerts including but not limited to Box Office sales, Will Call staffing, and providing general customer service needs.

·        Conduct some maintenance to ensure accuracy of patron information within databases on the Box Office ticketing software system.

·        Maintain efficient, professional standards and provide exceptional customer service via phone, email, and in-person communications.

·        Handle cash securely, accurately, and in accordance with policies set forth by the Finance Director.

·        Collaborate with Music School staff to communicate any discounts, special promotions, and pertinent information to faculty, students and families.

·        Assist in mailing preparations and stuffing, including but not limited to subscription renewal mailing and subscription ticket mailing.

Essential Qualifications:

·        Knowledge in Box Office operations, customer service and sales

·        Excellent at communication and possess strong analytical and problem-solving skills

·        Able to collaborate effectively with all levels of the organization and across all departments

·        A self-starter with the ability to identify where help is needed and the willingness to roll up your sleeves and pitch in to move the organization forward

·        Experience using Box Office ticketing software systems, including Spektrix (skill preferred but not required.)

·        High School diploma preferred

·        Must pass a State of Rhode Island BCI background check

Schedule:

15-20 hours per week, 45 weeks per year (4 weeks off in June and 3 weeks off in December/January.)

Must be available to work all 24/25 concert weekends:

1.      September 13 & 14

2.      October 18 & 19

3.      November 8 & 9

4.      December 14 & 15

5.      January 17 & 18

6.      February 14 & 15

7.      March 14 & 15

8.      April 11 & 12

9.      May 9 & 10

10.  May 31

Benefits:

·        Hourly Rate - $16-$20 per hour, depending on experience

·        Staff discount on select RI Philharmonic Music School offerings

·        Tickets to select RI Philharmonic Orchestra performances

The Rhode Island Philharmonic Orchestra & Music School is an equal opportunity workplace. As such, we cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team — one that makes better decisions, drives innovation and delivers better results.