Ticket Services Representative

MN Orchestra•Minneapolis, MN

8d•Hybrid

About The Position

Position Summary: 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.

Requirements

High school diploma or GED
Strong written and verbal English communication skills
Prior customer service experience preferred
Background in music and/or the arts preferred
Proficiency in typing and computer software/hardware usage
Tessitura or other ticketing system experience preferred
Knowledge of M365 and MS Office suite preferred
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

Responsibilities

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 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
Understand and demonstrate proficiency in computerized ticketing system.
Demonstrate the ability to work in all assigned locations and positions/shifts.
Assume fiscal responsibility for daily sales transactions.
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
Demonstrate enthusiasm for Orchestra Hall products and services and convey this enthusiasm to customers.
Assist with the training and mentoring of other employees.
Welcome other employees to listen in on and observe customer interactions
Demonstrate excellent customer service techniques, precise knowledge of products and offers, as well as efficiency and accuracy in the ticketing system
Patiently and accurately answer questions regarding current offers, computerized ticketing system data-entry, event information, patron concerns, etc.
Assist Audience Services Management Team with departmental tasks/projects.