Job Description
PATRON SERVICES ASSOCIATE
SUMMARY:
The Patron Services Associate is responsible for providing superlative customer service to the patrons of all Ticket Philadelphia clients. They must maintain constant focus on exceptional customer experience and act as a poised representative of Ticket Philadelphia, the Kimmel Center for the Performing Arts, The Philadelphia Orchestra and other client organizations.
ESSENTIAL FUNCTIONS:
- Provide excellent customer service to all patrons and clients, creating connections and maximizing sales.
- Process single ticket and subscription orders, ticket exchanges, and ticket donations by telephone, mail, and in-person.
- Proactively seek to bolster client financial success through contribution asks, performance recommendations and subscription conversions.
- Actively upsell additional enhancements such as parking, shipping and dining.
- Accurately enter data, processing payments and subscription renewals, package changes, upgrades and orders arriving by mail, telephone, fax, internet and telemarketing.
- Provide timely response to patron requests for information received by mail, phone, email and chat, as well as assist in preparation of mailings and other communications with patrons.
- Create Customer Service Issue records for all patron compliments, complaints or out of the ordinary situations or comments.
- Work periodic subscription concert duty at client performances.
- Other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES:
- Exhibits exceptional teamwork: including flexibility, respect, honesty and tact.
- Visible leadership skills and a desire to adapt and advance in an evolving organization.
- Delivers superior customer service and connects with patrons.
- Dedication towards Same Call Resolution and ability to deescalate conflict.
- Strong communication skills and confident decision-making abilities.
- Must act as an advocate for patrons, display ownership of issues and communicate up patron feedback trends to inform and better serve clients.
- Receptive to coaching and feedback and proactive in desire to improve individually and as a team.
- Excellent product knowledge, resourcefulness and organization.
- Strong computer skills with emphasis on data entry and Office 365 proficiency.
- Superb time management, with an understanding that tardiness and absenteeism have a negative impact on the team, patrons, and clients.
- Evenings and weekends required
- Variable Weekly Schedule 11am-8pm
EDUCATION AND EXPERIENCE
- High school diploma or equivalent required. Associate’s degree preferred.
- One year of customer service in a retail, call center, and/or performing arts environment.
- Prior ticketing experience desired.
- Experience working with diverse audiences and accessibility a plus.
- Tessitura experience preferred
- Customer Service experience preferred
THE DIVERSITY OF OUR REGION IS OUR STRENGTH AND KCI IS DEDICATED TO CREATING A DIVERSE AND INCLUSIVE CULTURAL CAMPUS THAT REFLECTS OUR COMMITMENT TO AN ENVIRONMENT WHERE EVERYONE FEELS WELCOME AND VALUED ONSTAGE AND OFF.
TO APPLY FOR THIS POSITION, SEND YOUR COVER LETTER AND RESUME TO KIMMEL CENTER HUMAN RESOURCES:
Kimmel Center, Inc.
Human Resources
1500 Walnut Street, 17th Floor
Philadelphia, PA 19102
fax: 215-790-5801
email: careers@kimmelcenter[.org]