PT Customer Service Representative

The Cleveland Orchestra Cleveland, OH
customer service customer service representative representative tessitura crm events severance hall music customer service customer service representative representative ticketing
October 7, 2021
The Cleveland Orchestra
Cleveland, OH

The Orchestra Staff strives to deliver not just satisfaction, but to engage and delight over 285,000 concert attendees at 120 events annually at two beautiful facilities, Severance Hall and Blossom Music Center.

We are currently seeking a Part-Time Customer Service Representative in our Ticketing Office to work between 20-32 hours per week, including both days and evenings.

Customer Service Representative positions are members of the Local 756 of the Treasurers and Ticket Sellers Division, International Alliance of Theatrical Stage Employees and Moving Picture Machine Operators of the United States and Canada, AFL-CIO.

Membership is not required to apply, but must be obtained within 30 days of employment.

Position responsibilities include the following:

Greet all guests with a high level of professionalism and personalized, upbeat and welcoming service to establish rapport.

Assist guests with subscription or individual ticket sales transactions, by phone or at the window, utilizing the Tessitura CRM system for all events at Severance Hall.

Input and update patron information in Tessitura database system following data entry standards, as needed.

Process student memberships and all other Cleveland Orchestra membership groups.

Knowledgeably and accurately answer questions regarding performance content, ticket policies, and event logistics.

Ensure that customer contact and billing information is accurately and completely entered into the Tessitura CRM system.

Process ticket exchanges and ticket donations for guests who are unable to attend a concert that is part of their subscription series: find replacement tickets for the guest, and ensure that the guest is aware of all exchange policies.

Problem solve and resolve guest service issues.

Provide trouble shooting in helping to resolve order and seating issues.

Accurately close out window at end of day and balance cash drawer.

Assist in the daily operations of the Ticket Office including assembling and processing mailings, filing, and other duties as assigned.

Successful candidates will meet the following qualifications:

At least 2 years of experience working in a sales, guest experience, or fundraising environment.

Nonprofit or performing arts experience preferred.

Excellent verbal and written communication skills; ability to interface with internal and external stakeholders.

Experience working in CRM/ticketing systems; Tessitura is strongly preferred.

Ability to successfully handle multiple priorities in sometimes highly stressful situations.

Ability to accommodate a flexible schedule, including evenings, weekends, and holidays.

Demonstrated ability to perform in a fast paced, dynamic work environment.

High attention to detail and significant cash handling experience.

Possess highly developed conflict resolution skills and the ability to diffuse tense situations in a calm, professional manner.

Good problem solving and strategic thinking skills.

Knowledge of and passion for Classical music is a plus.

The Cleveland Orchestra is proud to be an equal-opportunity employer that strongly supports and values diversity and fosters an equitable and inclusive work environment which includes accommodation.

Applications from all qualified candidates are welcome, and individuals from all equity-seeking groups are encouraged to apply.

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