Patron Audience Services Representative

This is a Full Time Job

The Los Angeles Philharmonic Association is currently seeking a:
Patron Audience Services Representative

Position Summary:
Provide direct telephone, letter, and electronic customer service for the public on a daily basis, serve as a sales and service agent to patrons of the Los Angeles Philharmonic Association, and enter customer feedback into the Tessitura Database.

Position Elements:
• Assist with customer relations and resolve complex or difficult customer inquiries by phone, letter, live chat and e-mail in a timely manner
• Assists in interpreting, adapting and applying policies, procedures, rules and precedents in response to inquiries and complaints, as necessary
• Function as information and sales representative for all events related to the Los Angeles Philharmonic Association, third party lease events, Walt Disney Concert Hall, Hollywood Bowl and The Music Center
• Make outgoing calls to patrons regarding program or event changes as necessary
• Provide pre-concert customer service at the Hollywood Bowl, Walt Disney Concert Hall and other off site venues
• Attend performances; greeting guests and working with box office and house management to help reconcile onsite customer concerns
• Guide patrons through their online interactions with all pertinent web portals including their own accounts
• Track customer feedback in the patron database
• Compose and distribute reports using multiple platforms
• Provide helpful information, including suggestions for event, performance, price options, parking options, directions, restaurants, access for patrons with disabilities or any other service provided by the Los Angeles Philharmonic Association; up-sell appropriate services and events
• Accurately sell tickets, gift cards, parking and other to all events, accepting orders by telephone, mail, fax, and internet.
• Prepare patron tickets for mailing, as needed
• Assist with database maintenance in Tessitura
• Assist Manager of Patron Services as needed
• Other duties as assigned

Requirements
• 3 years experience in the customer service field (experience with an arts organization is a plus)
• Must be able to successfully manage and complete multiple projects in a fast-paced environment
• Proven ability to work with challenging customers and resolve complaints
• Previous ticketing experience (Tessitura Database experience preferred)
• Strong interpersonal skills with an ability to work well with people at all levels, across a diverse customer base in a dynamic working environment
• Proficient user of Microsoft Office, particularly Word, Excel and Outlook.
• Superior communication, verbal and written, listening and telephone skills
• Excellent organizational skills and the ability to work independently, while handling multiple tasks
• Willingness to set goals, take initiative, identify customer service trends and learn new skills
• Ability to work some nights, weekends and holidays
• Knowledge of or willingness to learn about Classical and other forms of music