Job Description

Audience Services Representative

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.

Monitor and maintain quality service levels by assuming a leadership role in the supervision of Ticket Service Representatives and Specialists; by managing the box office at Minnesota Orchestra, Rental, and Association sponsored events; by assisting with the coordination of ancillary products and services; and ensure guest satisfaction by providing correct, prompt service in a friendly, welcoming manner.

Assist with implementation of Rental event ticketing and timelines. Coordinate Rental event ticketing/series preparation and training, maintenance, quality control, and customer service within the Audience Services Department.

Essential Functions:

Assist with the coordination of Rental event ticketing/campaign planning, implementation, sales and service.

• Assist with implementation of sales strategies and timelines for assigned rental client events.
• Implement and enforce new and current policies and procedures to meet Rental client and MOA needs.
• Implement and maintain efficient procedures for processing of orders, including staff training, payment processing, ticket printing/mailing and solving and tracking service-related issues.
• Manage allocation of available seat inventory on season and single charts to ensure meeting sales goals.
• Oversee printing, organization, and distribution of tickets/lists specific to Rental events.
• Ensure Ticketing and Event staff is adequately informed of event information and conditions.
• Maintain a presence at designated events to assist guests and event staff.
• Proof Tessitura and website setups and Ticket Services knowledge resources as requested.
• Assist with Rental event system balancing as necessary.
• Prepare and modify communications and other documents as necessary.
• Perform general clerical duties to include but not limited to photocopying, scanning, mailing, and electronic/hard-copy filing.

General supervision of part-time employees:

• Assist with department related projects and tasks, including participation and delegation, monitoring for accuracy and tracking progress through completion
• Address staff policy violations and/or conflicts, taking appropriate, immediate action and reporting details to the full-time Manager on Duty
• Ensure all employee checkouts and banks are complete, accurate, and balanced; resolve any discrepancies
• Assist with the training and mentoring of the Ticket Services team
• Welcome representatives to observe customer interactions
• Demonstrate excellent customer service techniques and precise knowledge of products
• Update and remind staff of current products and policies
• Patiently and accurately answer questions regarding event/facility information, patron concerns, etc.
• Coach and train Audience Services employees as needed, providing input for evaluations
• Monitor the service and sales transactions of Representatives and Specialists determining when assistance and/or intervention is necessary to ensure exemplary customer service

Ticket Sales:

A. 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 and 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

B. Understand and demonstrate proficiency in computerized ticketing system.

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

D. Able to explain emergency procedures upon request, act according to these procedures in the event of an actual emergency.

E. Provide assistance in a medical emergency including notification of house and medical personnel and provide appropriate first-response care.

F. Assume fiscal responsibility for daily sales transactions.

Customer Service:

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
• Record and track concert and customer related issues such as duplicate seating, unclaimed will-call, overall concert reporting and follow-up, etc.
• Demonstrate enthusiasm for Orchestra Hall products and services and convey this enthusiasm to customers.

Requirements:

Minimum Qualifications, Skills, and Abilities:

Education & Experience Required:

• High School diploma or GED or equivalent required
• Strong written and verbal English communication skills
• Minimum of 1 year customer service experience
• Minimum of 1 year supervisory experience
• Minimum of 1 year ticketing experience
• Previous First Aid/CPR certification preferred. Bi-annual certification is mandatory, and training is provided.
• Demonstrated organizational and time management skills with the ability to work independently and proactively seek out projects
• Demonstrated ability to manage confidential and sensitive information, possess a high degree of personal integrity and sound judgment
• Background in music and/or the arts preferred

Technology/Equipment:

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

For Remote Capable Work:

• 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 requirements
• Advanced computer proficiency and troubleshooting skills

Work Environment and Physical and Mental Demands:

While working on site at Orchestra Hall or the administrative offices, work is performed in an open office environment with moderate noise levels in a cubical desk configuration and in a performing art building on stage, in a lobby or other location within the facility, and occasionally in an outdoor environment for outdoor concerts, or other activities.

While performing the duties of this position, incumbents may be required to do all or some of the following, with or without accommodation:

• Sit or stand at a desk, counter, or other work surface
• Talk and/or hear spoken words, music, or other sounds
• Use hands or fingers to handle or touch objects around them
• Review documents, monitors, or displays with potentially small print
• Operate a computer, phone and other common office tools or controls
• Mentally focus on tasks and apply sound reasoning and judgement
• Work in or attend meetings or other events in any of the Orchestra locations or other sites as necessary
• Lift/move objects (such as files, packages, props, or office equipment) or ensure objects are lifted/moved that may weigh up to 15 lbs.

The Minnesota Orchestra offers remote work options for this position according to their work requirements and individual needs. As a remote-capable specialist, the representative must demonstrate effective and frequent communication with managers, supervisors and peers; be proactive in seeking out department tasks and projects; and work in a private environment free from distraction and disturbances, to ensure the safety of customer and organization information.

Availability:

Workdays and hours for this position will fluctuate based on the schedule of concerts

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