Development and Customer Support Coordinator

Job Summary/Purpose

This position will support Sig Pro’s patrons, donors, and other customers as they interact with our venues, productions, and ticketing partner. This role will be responsible for building and monitoring events in Sig Pro’s ticketing platform and will also provide general pre-sales and post-event support for patrons and donors. This position includes supervising a group of volunteers throughout community engagement opportunities, including training and scheduling volunteers, as well as the program's growth.

Lastly, this role is intended to support our organization's development and fundraising efforts, including, but not limited to, data management, communications, and community outreach.

• Build events in Sig Pro’s ticketing platform according to information provided by The Sharon Booking Manager and The Studio Production Manager, and ensure prices & fees, seat holds & kills, on-sale dates, promo codes, and the like are accurate and ready for sale to patrons.
• Interface and support Sig Pro Marketing and The Villages Entertainment (TVENT) to ensure that all graphics, copy, and other marketing materials posted on TVENT’s ticketing websites are accurate and consistent with contracting and artistic vision as provided by our Booking Manager and Artistic Direction.
• Liaise between Sig Pro and TVENT to ensure that representatives, management, and leaders at Box Office and other venues are aware of Sig Pro’s offerings and can act as conduits for patrons who would like to learn more about Sig Pro and its mission.
• Interview, onboard, and train volunteers to the Sig Pro Pro program. This role will help facilitate the growth of the program by scheduling consistent volunteer participation at community engagement events to provide a Sig Pro presence within the community (including and not limited to monthly Lifestyle Expo’s).
• Rotate and be a presence at monthly Expos along with leadership and Sig Pro Pros .
• Provide knowledge, information, and support to volunteers filling Sig Pro Pro  shifts as they either respond to or triage and assign customer requests for staff response/intervention.
• Process and support all comp ticket programs, both internal and external. Including and not limited to customer support actions, donor benefits/exclusive events, and The Villages sales department voucher program.
• Manage and organize communications and requests received through our Customer Relations Management (CRM) platform.
• Respond to (within SLA guidelines) and/or assign for response from internal staff any escalated customer requests regarding pre-sales, seating inquiries, ADA accommodations, feedback, refunds, donation and sponsorship questions, premium services (The Sharon Lounge, private tours, etc.) and the like.