Audience Services Representative

Position : Audience Services Representative
(Local 857 Treasurers & Ticket Sellers Union)

Department: Customer Engagement

FLSA Grade: Part-Time, Non-Exempt

Salary: $21.36-$24.72/hour

Position Summary:

Provide direct telephone, letter, and electronic customer service for the public daily, serve as a sales and service agent to patrons of the Los Angeles Philharmonic Association, and enter customer feedback into the patron database.

Position Elements:


* Provide high-level customer service to resolve complex or difficult customer inquiries by phone, letter, live chat and e-mail


* Enter customer feedback into patron database


* Function as information and sales representative for all events related to the Los Angeles Philharmonic Association, Walt Disney Concert Hall, and Hollywood Bowl


* Provide helpful information, including suggestions for events, performance, price options, parking options, directions, restaurants, access for patrons with disabilities or any other service provided by the Los Angeles Philharmonic Association; up-sell appropriate services and events


* Sell new and renewal subscriptions, flex plans, single tickets, gift cards, and related items


* Assist with database maintenance, add accounts in ticketing system, and correct patron information


* Take reservations for free admission events


* Make outgoing calls to patrons regarding program or event changes and new services or offerings as necessary


* Compose and distribute periodic customer comment reports


* Provide pre-concert customer service at the Hollywood Bowl Information Booth and Walt Disney Concert Hall


* Attend performances at the Hollywood Bowl; greeting guests and working with box office and house management to help reconcile onsite customer concerns


* Guide patrons through their online interactions with all pertinent web portals


* Assist Patron Services Manager as needed


* Other duties as assigned

Relationships:

Reports To: Audience Services Manager

Interacts With: Patron Services

The Music Center and LA Phil venue Operations teams

Walt Disney Concert Hall, Hollywood Bowl, and The Ford Box Office

Assistant Director, Sales and Customer Engagement

Philanthropy

Marketing

Other LAPA staff as needed

Patrons

Position Requirements:


* 2-3 years of experience in the customer service field


* Previous ticketing experience preferable


* Flexible schedule required for day, evening, and weekend shifts


* Ability to work nights and weekend shifts, specifically Friday and Saturday


* Strong interpersonal skills with an ability to work well with people at all levels, across a diverse customer base


* Computer proficient in Microsoft Office and Windows Operating System


* Ability to think quickly and creatively problem-solve


* Excellent verbal and written communication skills


* Ability to type 40 wpm


* Superior interpersonal manners


* Excellent organiza...