Patron/Audience Services Representative (Local 857 Treasurers & Ticket Sellers Union)

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

Department: Customer Engagement

FLSA Grade: Full Time,Non-exempt

Salary: $22.19 - $25.53/hour

Position Summary:

The Patron/Audience Services Representative, reporting to the Audience Services Manager, provides direct telephone, letter, and electronic customer service for the public on a daily basis, serve as a sales and service agent to patrons of the Los Angeles Philharmonic Association, and enter customer feedback into the Tessitura Database.

Position Elements:


* Assist with customer relations and resolve complex or difficult customer inquiries by phone, letter, live chat, and e-mail in a timely manner


* Assists in interpreting, adapting and applying policies, procedures, rules, and precedents in response to inquiries and complaints, as necessary


* Function as information and sales representative for all events related to the LA Phil, third party lease events, and performance venues


* Make outgoing calls to patrons regarding program or event changes as necessary


* Provide pre-concert customer service at the LA Phil performance spaces


* Attend performances; 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 including their own accounts


* Track customer feedback in the patron database


* Compose and distribute reports using multiple platforms


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


* Accurately sell tickets, gift cards, parking and other to all events, accepting orders by telephone, mail, fax, and internet.


* Prepare patron tickets for mailing as needed


* Assist with database maintenance in Tessitura


* Assist the Manager, Patron Services as needed


* Other duties as assigned

Relationships:

Reports To: Audience Services Manager

Patron Services Manager

Audience Services Supervisors

Interacts With: Audience/Patron Services Representatives

Music Center and LA Phil venue House

Box Office

Director, Sales and Customer Service

Philanthropy

Marketing

Other LAPA staff as needed

Position Requirements:


* A minimum of 3 years of experience in the customer service field (experience with an arts organization is a plus)


* Must be able to successfully manage and complete multiple projects in a fast-paced environment


* Proven ability to work with challenging customers and resolve complaints


* Previous ticketing experience (Tessitura Database experience preferred)


* Team player with strong interpersonal skills and an ability to work well with people at all levels, across a diverse customer base in a dyna...