Volunteer Coordinator

MN Orchestra•Minneapolis, MN

20d•$18 - $20•Hybrid

About The Position

Facilitate a positive audience experience and promote the Minnesota Orchestra by upholding the Audience Services Department standards of service: advocacy, efficiency and courtesy. This role involves staying up-to-date on Orchestra Hall products, services, policies, and procedures. The Volunteer Coordinator will assist the Volunteer Services Manager with administrative aspects of the Volunteer program, serve at concerts and events, and aid in the training and mentoring of volunteers. Additionally, the position will support the Audience Services Management Team with department-related projects.

Requirements

High School diploma or GED or equivalent required.
Strong written and verbal English communication skills.
Proficiency in typing and computer software/hardware usage.
Intermediate knowledge of M365 and MS Office suite required.
Ability to adapt to change.
Creative and innovative problem-solving.
Actively seeking answers for concerns and questions.
Effective communication and customer service skills.
Developing organizational skills and the ability to prioritize.
Proactive, timely and accurate completion of tasks and responsibilities.
Staying current on programming and organization-related information.
Identifying and improving weaknesses in the department and self-performance.
Must pass the remote training proficiency test and meet work-from-home requirements (for remote capable work).
Advanced computer proficiency and troubleshooting skills (for remote capable work).
Sit or stand at a desk, counter, or other work surface.
Stand and walk with limited breaks for event shifts (up to 6 hours).
Climb stairs, bend, and stoop for portions of shift.
Talk and/or hear spoken words, music, or other sounds.
Use hands or fingers to handle or touch objects around them.
Review documents, monitors, or displays with potentially small print.
Operate a scanner.
Mentally focus on tasks and apply sound reasoning and judgement.
Work in or attend meetings or other events in any of the Orchestra locations or other sites as necessary.
Lift/move objects (such as files, packages, props, or office equipment) or ensure objects are lifted/moved that may weigh up to 15 lbs.
Demonstrate effective and frequent communication with managers, supervisors and peers (for remote work).
Be proactive in seeking out department tasks and projects (for remote work).
Work in a private environment free from distraction and disturbances (for remote work).
Employees must be available for a minimum of 10 hours per week.
Required attendance at all scheduled meetings and training sessions, including active participation and following through in utilizing information communicated.

Nice To Haves

Previous customer service experience preferred.
Background in music and/or the arts preferred.
Prior experience with managing data and reporting preferred.
At least six months experience as a successful Minnesota Orchestra employee (for remote capable work).

Responsibilities

Provide administrative support for the Volunteer Services department.
Assist with Volunteer recruitment, scheduling, trainings, recognition, and reporting.
Utilize Volgistics for tracking volunteer hours and preferences.
Assist with documentation and maintenance of departmental policies and procedures.
Provide general supervision of volunteers.
Serve as primary backup support to the Volunteer Services Manager as Volunteer Lead for large events.
Serve at several concerts monthly, assisting volunteers, tracking attendance, and leading the volunteer huddle.
Address volunteer policy violations and/or conflicts, taking appropriate, immediate action and reporting incidents to the Volunteer Services Manager.
Assist with the training and mentoring of the Volunteer team.
Welcome volunteers to observe customer interactions.
Demonstrate excellent customer service techniques and precise knowledge of products.
Update and remind volunteer staff of current products and policies.
Answer questions regarding event/facility information and patron concerns.
Coach and train volunteers as needed, providing input for evaluations.
Monitor the service and guest transactions of ushers, determining when assistance and/or intervention is necessary.
Maintain and utilize complete and current information concerning Orchestra Hall products, services, facilities, policies, and procedures.
Communicate product, service, facility, policy, and procedure information to customers and volunteers accurately and fairly.
Understand event seating plans and communicate that information to customers.
Keep appraised of concert information.
Demonstrate the ability to work in all assigned locations and positions/shifts.
Explain emergency procedures upon request and act according to these procedures in the event of an actual emergency.
Uphold the Audience Services Department standards of service—advocacy, efficiency and courtesy.
Treat patrons as individuals with warmth and respect, providing friendly, courteous, and responsible service efficiently.
Ensure that both internal and external customers feel that they are the primary purpose of the Association’s business.
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 about Orchestra Hall products and services and convey this enthusiasm to customers.
Assist Audience Services Volunteer Manager with departmental tasks/projects.