Group Sales Representative

KIMMEL CENTER INC.•Philadelphia, PA

3d•Hybrid

About The Position

The Philadelphia Orchestra Group Sales Representative provides ticketing, customer service and administrative support for audience development and group sales efforts for The Philadelphia Orchestra, Ensemble Arts Presents, Broadway, and Facilities Sales performances. The Group Sales Representative will work closely with the Audience Development Manager to ensure successful development and stewardship of relationships with group leaders, guests, and audience development prospects. They must maintain constant focus on exceptional customer experience and act as a poised representative of the Philadelphia Orchestra and Ensemble Arts. The Philadelphia Orchestra Group Sales Representative also performs the responsibilities of an Audience Services Representative and is responsible for providing superlative customer service to all guests by adhering to the Mission, Vision and Values of Ensemble Arts Philly. Ensemble Arts Philly, Audience Services is the only authorized outlet for individual tickets to shows presented at the Kimmel Center, the Academy of Music and the Miller Theater. We provide comprehensive ticketing and customer service for the Broadway series, Ensemble Arts Presents, the Philadelphia Orchestra, Philadelphia Ballet, the Philadelphia Speakers Series and other renters of our venues. Responsibilities are split 50% Philadelphia Orchestra Group Sales work and 50% Audience Services work.

Requirements

High school diploma or equivalent required.
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 is a plus.
Tessitura experience preferred
Customer Service experience preferred
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 de-escalate conflict.
Strong communication skills and confident decision-making abilities.
Must act as an advocate for guests, display ownership of issues and communicate 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.

Nice To Haves

Associate’s degree preferred.
Prior ticketing experience desired.
Experience working with diverse audiences and accessibility is a plus.
Tessitura experience preferred
Customer Service experience preferred

Responsibilities

Meet and exceed Audience Services Customer Service Standards.
Provide excellent customer service to all patrons and clients with a focus on group sales, creating connections and maximizing sales.
Promote upcoming shows by completing customer service calls.
Coordinate payment processing and distribution of tickets.
Submit group payments to the box office for processing.
Follow up on declined payments and collections.
Monitor and ensure the timely response to emails in the group sales inbox.
Maintain accurate and complete contract records.
Complete weekly group sales reports.
Actively upsell additional enhancements such as parking and dining.
Provide timely responses to guest requests for information received by mail, phone, email and chat, as well as assist in preparation of mailings and other communications with guests.
Create Customer Service Issue records for all guests’ compliments, complaints or out of the ordinary situations or comments.
Lead and support group sales processing training efforts for Audience Services staff.
Assist Audience Services staff with group sales questions.
Provide occasional support for audience development efforts as directed by Audience Development Manager.
Provide overflow support for Audience Services when group sales activity allows.
Monitor Groups and Ticket Donation inboxes.
Assist Marketing with fulfillment of donation comp program tickets.
Assist guests who have won donation ticket vouchers with voucher redemption.
Answer non-profit inquiries about ticket donations and fulfilling requests.
Other duties as assigned.