Patron Services Manager at Omaha Performing Arts Society

Description

Position Summary:

Supervises the activities of Patron Services Representatives. Assists in the daily management of the Ticket Omaha Box Office and Phone Center for Omaha Performing Arts events. 

Must uphold O-pa Core Values of Collaboration, Trust, Integrity, and Inclusion. 

Position Duties and Responsibilities:

• Oversees and processes ticket transactions (single, subscription, and ticket exchanges), patron-record updates, and low-level gift processing on Tessitura. 
• Will direct and supervise the patron services team including hiring, training and development while exemplifying the highest level of customer service. 
• Supervises the patron services team for in-bound and out-bound calling. 
• Completes weekly Patron Services Representative schedule.
• Ensures timekeeping records for Patron Services Representatives are accurate for biweekly payroll processing.
• Coordinates sales activities of outbound ticket sales campaign including inventory management and order processing.
• Prepares reports, as assigned, utilizing computerized ticketing system, Excel, Word and various other spreadsheet applications.
• Assists in the management of scheduled O-pa events, including Box Office settlement.
• Balances daily ticket sales and works with other Patron Services Representative when balancing their daily ticket sales and cash deposits. 
• Maintains and enhances the Patron Services  department policies and procedures.
• Participates in daily phone and over the counter sales.
• Assists with the fulfillment of Arts Access tickets. 
• Consistently maintains high standards of service for patrons and organizational security.                                                                                                    

        Event Leader:

             o Supervises Patron Services Representatives in the execution of their event/performance related duties.

             o Solves ticket related patron service issues in a professional, timely manner.

             o Produces event/performance related reports requiring balancing before closing of Ticket Omaha box office.

             o Reconciles cash for event/performance.

             o May be required to perform other duties as assigned. 

Requirements

Minimum Experience and Qualifications:

• Two (2) years supervisory experience in ticket sales and/or box office operations or related customer service field.
• Knowledge of computerized ticketing systems preferred.
• Requires strong oral and written communication skills.
• Proven ability to creatively motivate Patron Services staff.
• Must be able to trouble shoot and solve patron service-oriented problems.
• Proficient in Microsoft Office Products (Word, Excel, Outlook, Access and PowerPoint).
• Requires attendance during evening and weekend events.

Minimum Education Requirements:

• High School Diploma or equivalent.

Supervisory Responsibilities:

• Patron Services Leads
• Patron Services Representatives

Physical Demands:

• Must be able to lift/carry 15-20lbs.
• Required to sit for long periods of time.
• The noise level in the work environment is      usually moderate.

Equipment/Machinery Used: 

• General office equipment (computer, telephone,      fax, copier and printer).