Patron Services Agent

About the Role

The Patron Services Agent processes ticketing transactions quickly and accurately using Tessitura CRM software and fields phone, email, and in-person patron inquiries. With a focus on excellence, this position ensures client and patron satisfaction through broad product knowledge and precise order processing for all events at the Tennessee Performing Arts Center/War Memorial Auditorium. This role serves as a physical representation of TPAC’s core values of Inclusion, Creative Excellence, Innovation, Collaboration, and Purposeful Service.

Responsibilities

• Contributes to a team-based culture focused on respect, communication, inclusivity, and collaboration.
• Provides call center support for all incoming and outgoing calls and follows up on voicemails.
• Responds to customer service issues as directed by the Manager of Patron Services.
• Assists with special communications with TPAC patrons, including those requiring a third-party translator.
• Provides event information for all shows at TPAC.
• Processes ticket orders and exchanges for all ticketed events held at TPAC’s venues.
• Serves patrons in person at the Box Office.
• Monitors and responds to patron emails sent to the Box Office inbox.
• Works ticketed events, distributing will call tickets and handling walk-up ticket sales.
• Implements outbound customer service calls to ticket buyers as directed by Box Office Management.
• Assists in providing support at information tables during season roll-out.

Other related duties may be assigned.

Requirements

• High school diploma or general education degree (GED).
• Strong organizational skills.
• Strong written and verbal communication skills.
• Previous 6 months of experience in customer support.
• Solid working knowledge of standard Windows computer applications including MS Word, Excel, and Outlook.
• Able to concentrate on multiple problems at once.
• Excellent time management and prioritization skills.
• Customer service savvy and ability to handle the public with care.
• Trusted to handle confidential material.
• Ability to prioritize and identify critical issues, and work toward resolutions.
• Capacity to accommodate a flexible schedule, including daytimes, evenings, weekends, and holidays, as well as perform in a fast-paced, dynamic work environment.

Preferred Qualifications

• Two or more years of customer service experience and/or training.
• Knowledge and familiarity with the Tessitura ticketing system.
• Bilingual fluency in Spanish.
• Previous box office experience and a passion for the performing arts.

Skills

• Microsoft Office Suite – primarily Outlook
• Tessitura CRM
• Mitel Computer-Based Phone System
• Zoom/Microsoft Teams

Working Conditions

Frequent Functions

• Working in an office environment and customer-facing role.
• Comfort with navigating both front-of-house and backstage areas.
• Night and weekend operations show support.

Physical Demands

• Seeing, hearing/listening, dexterity, ascending/descending stairs, standing/being stationary for long periods.
• Occasionally: lifting/moving/transporting up to 30 lbs., pushing/pulling, bending/stooping.

Mental Demands

• Understanding and writing simple written/verbal communications, analysis/problem-solving, judgment/decision-making, spatial awareness, basic math skills.

Work Environment

• Shift work, works with others, independent work, verbal communication, face-to-face contact.
• Occasionally: ability to work outside in all weather conditions, including seasonably hot or cold temperatures, and loud environments.