Volunteer Coordinator

Description

Department:
Audience Services

Reports To:

Volunteer Services Manager

Classification:
Nonexempt

Status:
Part-time

Wage Range: $17.50/hr - $20.00/hr

Direct Reports:
None

Position Summary:

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 assisting the Volunteer Services Manager with both administrative aspects of the Volunteer program, as well as serving at concerts and events; by assisting with the training and mentoring of the volunteers;

and by assisting the Audience Services Management Team with department related projects.

Essential
Functions:

Provide administrative support for the Volunteer Services department

• Assist with Volunteer recruitment, scheduling, trainings, recognition, reporting and special events and tasks associated with these events.
• Utilize Volgistics for tracking volunteer hours and preferences
• Assist with documentation as well as maintenance of departmental policies and procedures.

General supervision of volunteers

• Serve as primary backup support to the Volunteer Services Manager as Volunteer Lead for large events (Symphony Ball, Day of Music, Relaxed Family Concerts, etc.)
• Serve at several concerts monthly, assisting volunteers, tracking attendance, and leading the volunteer huddle.
• Address volunteer policy violations and/or conflicts, taking appropriate, immediate action and directly reporting incident to the Volunteer Services Manager
• Assist with the training and mentoring of Volunteer team
• Welcome volunteers to observe customer interactions
• Demonstrate excellent customer service techniques and precise knowledge of products
• Update and remind volunteer staff of current products and policies
• Patiently and accurately answer questions regarding event/facility information, patron concerns, etc.
• Coach and train volunteers as needed, providing input for evaluations
• Monitor the service and guest transactions of ushers, determining when assistance and/or intervention is necessary to ensure exemplary customer service

Customer Service

• Maintain and utilize complete and current information concerning Orchestra Hall products, services, facilities, policies, and procedures.
• Communicate these items to customers and volunteers accurately and fairly
• Understand event seating plan accurately communicate that information to customers
• Keep appraised of concert information
• Demonstrate the ability to work in all assigned locations and positions/shifts.
• Able to explain emergency procedures upon request, act according to these procedures in the event of an actual emergency.
• 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 about Orchestra Hall products and services and convey this enthusiasm to customers

Assist Audience Services Volunteer Manager with departmental tasks/projects.

Performance Expectations:???

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…