Guest Experience Rep. Level 1

Scottsdale Arts•Scottsdale, AZ

2d•Hybrid

About The Position

Scottsdale Arts was established in 1987 as a private, nonprofit 501(c)(3) and has evolved into an organization with six dynamic operating departments that span the visual and performing arts, arts education and cultural engagement. Through its six departments, Scottsdale Arts offers diverse, high-quality arts experiences to hundreds of thousands of Scottsdale residents and visitors annually in addition to fostering the active engagement of government, business, education, and the private sector in the arts. This role is for Public-Facing Workers of Scottsdale Arts who provide customer service for guests, including, but not limited to, interfacing with the public by phone, email & in-person, ticket sales, making outbound calls, selling memberships, securing donations, completing clerical tasks, and other duties as assigned.

Requirements

High School diploma or equivalent.
One year of customer service or hospitality experience.
A strong background in the arts, and a passion for art and its ability to enrich our community and strengthen its bonds.
Strong written and verbal communication skills, including active listening.
A high degree of comfort working on the phone.
Competence in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
Strong interpersonal skills, a reflective personality, and the ability to adapt to dynamic situations based on the organic needs of patrons and situations.
Ability to follow instructions and accept constructive critical feedback.
An interest in developing customer service, database, communication, and arts administration skills.
An interest in learning how an arts & culture organization functions.
Ability to handle sensitive information with care and discretion.
Comfort processing financial transactions.
Must be 18 years of age

Nice To Haves

Knowledge of Customer Relationship Management (CRM) software, particularly AudienceView.
Fluency in any languages in addition to American English, particularly Spanish and American Sign Language (ASL).
Strong professional drive.

Responsibilities

Provide top-notch service to all guests of Scottsdale Arts, adhering to the standards of service set forth by the Guest Experiences Department leadership, and actively searching for opportunities to improve service standards.
Field inbound calls from the public regarding performances, events, exhibitions, memberships, donations, and the organization writ-large, actively listening to the needs of the guest and working to provide the service they need in an enthusiastic and professional manner.
Process ticket sales, membership sales, and donations by phone and in person.
Make outbound calls to disseminate information, sell tickets, sell memberships, gather information, secure donations, and respond to guest inquiries.
Develop a working knowledge of Scottsdale Arts, our programming, and the details of individual events, including, but not limited to, dates & times, prices, genres, and locations.
Develop a working knowledge of ticketing practices for single-ticket sales, subscription sales, group sales, and museum admissions, as set forth by Guest Experiences leadership.
Resolve escalated customer service issues when possible and refer issues to a supervisor when not possible.
Complete clerical tasks as assigned, including but not limited to printing & organizing Will-Call tickets, cleaning the database, researching specific topics online, printing & mailing Mail tickets, and assisting in keeping the Box Office and Admissions Desk clean and well organized.
Process payments with care, precision, and meticulous attention to ensure the security of guest information.
Work performances and events as assigned, representing Scottsdale Arts with enthusiastic and professional behavior.
Perform other duties as assigned.