Patron Services Manager chez Cincinnati Symphony Orchestra

Description

The Patron Services Manager is a full-time position responsible for delivering excellent customer service, accurate and timely transaction processing, deepening patron engagement, and cultivating a high-performance culture in the box office. The Patron Services Manager has an eye toward continual process improvement and ensures best-in-class guest services. This position requires accuracy and a willingness to learn, embrace industry best practices, and approach our work with an innovative, forward-leaning bent. The Patron Services Manager reports to the Director of Patron Services & Insights and works with the Philanthropy and Marketing Teams to ensure best-in-class patron experience and engagement.

Responsibilities  

• Model and lead a patron-centered, high-performance culture in the box office
• Ensure superior service to all patrons; report and resolve elevated guest complaints and queries in a prompt manner
• Hire, supervise, schedule, and provide ongoing training to seasonal part-time Customer Service Representatives (approximately March through the end of season)
• Manage the box office throughout the season and at all performances, plus select events throughout the year
• In coordination with the Director of Patron Services & Insights, manage ticketing operations, including seating chart and capacity adjustments, ticket holds, complimentary and VIP ticket requests, and will-call procedures to ensure accurate and efficient event setup and a seamless patron experience.
• Manage incoming box office phone line and messaging
• Assist Director of Patron Services & Insights with ticketing set-up in Tessitura (event creation, promotions, ticket text, price types, reporting, etc.)
• Assist with email creation and deployment of messages
• Execute the group sales marketing plan with an emphasis on outreach, relationship building, new sales generation, and guest experience
• Ensure the integrity of daily processing and balancing of all ticketing payments and assist with development activities, which may include the handling of gift payments and acknowledgements, as well as the confidentiality, proper handling, security, scanning, filing, and disposal of all sensitive materials in accordance with company standards
• Ensure accurate and timely data and payment processing of subscription orders, and assist as needed with gift entry, acknowledgments, pledge reminders, and other data processing needs for both Philanthropy and Marketing Teams
• Participate in Tessitura (CRM) user group meetings and play a lead role in maintaining data integrity and regular updates
• Contribute to the organization’s efforts to build a culture rooted in mutual respect, openness, and the celebration of varied viewpoints.
• Other duties as assigned.

Requirements

Physical Requirements/Work Environment

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit, stand, walk, and use hands. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee may need to lift and/or move up to 25 pounds.
• The employee must be able to work evenings, weekends, and travel locally.
• The position requires work in an office setting.  

Minimum Qualifications  

• Three or more years of management experience in customer service, marketing, arts administration, or a related field
• An optimistic and solution-oriented temperament
• Ability to read and analyze reports and make recommendations
• Excellent verbal, written, and listening skills; ability to communicate effectively with external and internal constituencies
• Ability to work evenings and weekends, especially during the company’s summer season
• Knowledge and/or passion for the arts  

Preferred Qualifications  

• Experience with Tessitura is highly desirable
• Experience in managing and motivating a team
• Professional experience with a performing arts or non-profit organization

Cincinnati Opera offers an extensive benefits package, including health, dental, vision, life, and long-term disability insurance; paid time off; parking; and 403(b) with a portion matched by the company.