Ticket Services Representative

Description

Department:
Audience Services

Reports To:

Events & Personnel Manager

Classification:
Nonexempt

Status:
Part-time

Wage Range: $17.00 - $18.00 per/hr

Direct Reports:
None

Facilitate a positive audience experience and promote the Minnesota Orchestra by upholding the Audience Services Department standards of service: advocacy, efficiency and courtesy; by keeping up-to-date on Orchestra Hall products, services, policies, and procedures; by demonstrating proficiency on computerized ticketing system; by assuming fiscal responsibility for daily transactions; by assisting with the training and mentoring of other ticketing staff; and by assisting the Audience Services Management Team with department related projects.

- Maintain and utilize complete and current information concerning Orchestra Hall products, services, policies, facilities and procedures in sales and service transactions.

• Communicate these items to customers and employees accurately and fairly by phone, in person or in written format
• Understand event seating plan accurately communicate that information to customers
• Keep apprised of concert information and current discounts/promotions
• Understand and be comfortable with offering the customer other sales opportunities that will complement the current purchase/transaction

- Understand and demonstrate proficiency in computerized ticketing system.

- Demonstrate the ability to work in all assigned locations and positions/shifts.

- Assume fiscal responsibility for daily sales transactions.

- Uphold the Audience Services Department standards of service- advocacy, efficiency and courtesy.

• Treat patrons as individuals with warmth and respect, while providing friendly, courteous and responsible service in an efficient manner.
• Ensure that both internal and external customers feel that they are the primary purpose of the Association’s business and that the Audience Services Department exists to satisfy customers.
• Recognize and acknowledge customer compliments, comments and concerns, collect sufficient information to determine the issue, take appropriate action and communicate to the appropriate person
• Demonstrate enthusiasm for Orchestra Hall products and services and convey this enthusiasm to customers.

• Welcome other employees to listen in on and observe customer interactions
• Demonstrate excellent customer service techniques, precise knowledge of products and offers, as well as efficiency and accuracy in the ticketing system
• Patiently and accurately answer questions regarding current offers, computerized ticketing system data-entry, event information, patron concerns, etc.

A successful employee will strive for excellence through:

• Demonstrating a commitment to the MN Orchestra Values
• Demonstrating integrity in actions and words
• Professionalism in interactions
• Ability to adapt to change
• Creative and innovative problem-solving
• Actively seeking answers for concerns and questions
• Effective communication and customer service skills
• Developing organizational skills and the ability to prioritize
• Proactive, timely and accurate completion of tasks and responsibilities
• Staying current on programming and organization-related information
• Identifying and improving weaknesses in the department and self-performance

Requirements

• High school diploma or GED
• Strong written and verbal English communication skills
• Prior customer service experience preferred
• Background in music and/or the arts preferred

• Proficiency in typing and computer software/hardware usage
• Tessitura or other ticketing system experience preferred
• Knowledge of M365 and MS Office suite preferred

• At least six months experience as a successful Minnesota Orchestra Ticket Services employee
• Approval by manager team via the Remote Work Suitability Assessment required
• Must pass the remote training proficiency test and meet work-from-home…