Ticket Services Representative

Ticket Sales and Customer Service

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.

Demonstrate proficiency in computerized ticketing system.

Demonstrate the ability to work in all assigned locations and positions/shifts.

Absorb 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.

Display 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.

Display 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.

Performance Expectations

A successful employee will strive for excellence through:

• Demonstrating a commitment to the MN Orchestra Values
• Demonstrating integrity in actions and words
• Professionalism in interactions
• Adaptability 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

Requirements

• Education & Experience Required: 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, Technology/Equipment Proficiency: in typing and computer software/hardware usage, Tessitura or other ticketing system experience preferred, Knowledge of M365 and MS Office suite preferred
• Minimum Qualifications, Skills, and Abilities: Minimum Qualifications, Skills, and Abilities: 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, Technology/Equipment Proficiency: in typing and computer software/hardware usage, Tessitura or other ticketing system experience preferred, Knowledge of M365 and MS Office suite preferred
• Work Environment And Physical And Mental Demands: While working on site at Orchestra Hall or the administrative offices, work is performed in an open office environment with moderate noise levels in a cubical desk configuration and in a performing art building on stage, in a lobby or other location within the facility, and occasionally in an outdoor environment for outdoor concerts, or other activities.
• Required Meeting Attendance: We expect attendance at all scheduled meetings and training sessions, including active participation and following through in utilizing information communicated.
• Equal Employment Opportunity: The Minnesota Orchestral Association is an equal opportunity employer and complies with all applicable discrimination laws.