Guest Services Coordinator

Dallas Symphony Association Inc•Dallas, TX

9h•Onsite

About The Position

The Guest Services Center (GSC) Coordinator is responsible for ensuring the efficient operation of the Guest Services Center, which includes assisting part-time ticket representatives in the absence of a manager. This role is key to maintaining a high level of customer service for all DSO constituents by managing communication channels such as phone, customer service email, walk-up counter sales, and supporting off-site location coordination. The GSC Coordinator is expected to be flexible with their schedule, working weekends as necessary to support concert events and other activities, with hours varying based on event schedules. The position also involves responding to voicemail messages received during non-business hours. Additionally, the GSC Coordinator manages daily ticket printing, mailing, and brochure request fulfillment, and is responsible for maintaining inventory of all ticket-related materials, including ticket stock, will call envelopes, and gift cards. This position also requires maintaining a clean, organized, and efficient workspace in both the department office and storage areas. The GSC Coordinator plays an important role in reporting, following up on, and presenting issues that impact patron service, with a particular focus on website feedback, and collaborates closely with GSC Management and IT to resolve any issues.

Requirements

High School Diploma required
1 year of Box office or Guest Services experience required
Customer Service experience
Superior coordination and business process skills
Ability to remain calm under pressure with solid decision-making skills
Must be available to work nights and weekends

Nice To Haves

Experience with Microsoft Office Suite and Tessitura a plus

Responsibilities

Coordinate the efficient operation of phone, email, and counter transactions.
Collaborate closely with the Guest Services Manager to ensure timely and accurate processing of all ticket orders and customer interactions.
Process ticket orders, provide recommendations through suggestive selling, respond to patron inquiries, and deliver exceptional customer service across all platforms as needed.
Serve as a concierge by assisting patrons with directions and information about events within the Arts District.
Support seasonal outbound call campaigns and other special projects as assigned.
Manage four dedicated customer service inboxes, ensuring all patron inquiries receive a same-day response.
Support the Guest Services Manager on concert event days.
Maintain inventory and organization of all ticketing-related printed materials, including ticket stock, will-call envelopes, gift cards, and other supplies.
Regularly monitor inventory levels and communicate supply needs to GSC Management to ensure continuous availability.
Support the upkeep of a clean, organized, and efficient workspace within the department office and storage areas.
Coordinate and follow-up with IT on issues affecting department efficiency and patron service.
Other duties assigned by Guest Services Management.