GENERAL SUMMARY Ensure that the department is running at its full potential by providing outstanding customer service and assisting with supervisory tasks.  Priorities will change depending upon departmental needs. PRINCIPAL DUTIES AND RESPONSIBILITIES

When supervising shifts, monitor Ticketing phone queue and staff coverage. Handle customer service escalation calls. Assist with correspondence, including Patron Services emails, exchange faxes, etc. Assist with training of new Ticketing staff. Alert supervisors and managers of any situations requiring follow-up with patrons or staff. Sell tickets and assist customers with service requests and questions over the phone. Responsible for accurate and efficient order entry for CSO and SCP ticket requests and special concerts, including research notes. Reconcile deposits of monies through the ticketing system, including lock box processing and charge deposit authorization. Responsible for reading daily updates via the briefing and remaining up-to-date with office policies and procedures. Process ticket exchanges, donations, and gift certificates. Keep informed about changes in programming, dates, artist changes, and new discounts. Other projects as assigned, i.e. call campaigns, postcard mailings.

REPORTING RELATIONSHIPS

Reports to Supervisor for Ticketing & Sales. Also receives direction from the Customer Relations Manager.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

College course work or degree preferred. Customer service background required.  Supervisory experience preferred. Working knowledge of ticketing systems preferred. Computer proficiency including knowledge of Microsoft Office. Knowledge and/or interest in classical and/or jazz music. Good organizational skills and ability to handle several projects simultaneously. Excellent verbal and written communication skills. Ability to work with the public as a source of information and sales. Reliable and dependable person who can be counted on to be here when scheduled.

HOURS WORKED AND LENGTH OF EMPLOYMENT 1.  This position is part-time and does not receive health insurance benefits, holiday pay, or any paid time off. 2.  Evenings and weekends are required during the concert season. WORKING CONDITIONS Pleasant office environment. Evenings and weekends required.

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