Ticket Services Representative

Audience Services RepresentativeFacilitate a positive audience experience and promote the Minnesota Orchestra by upholding the Audience Services Department standards of service: advocacy, efficiency and courtesy; by keeping up-to-date on Orchestra Hall products, services, policies, and procedures; by demonstrating proficiency on computerized ticketing system; by assuming fiscal responsibility for daily transactions; by assisting with the training and mentoring of other ticketing staff; and by assisting the Audience Services Management Team with department related projects.Essential Functions:Ticket Sales and Customer ServiceMaintain 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 formatUnderstand event seating plan accurately communicate that information to customersKeep apprised of concert information and current discounts/promotionsUnderstand and be comfortable with offering the customer other sales opportunities that will complement the current purchase/transactionUnderstand and demonstrate proficiency in computerized ticketing system.Demonstrate the ability to work in all assigned locations and positions/shifts.Assume 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 personDemonstrate 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 interactionsDemonstrate excellent customer service techniques, precise knowledge of products and offers, as well as efficiency and accuracy in the ticketing systemPatiently 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:Demonstrating a commitment to the MN Orchestra ValuesDemonstrating integrity in actions and wordsProfessionalism in interactionsAbility to adapt to changeCreative and innovative problem-solvingActively seeking answers for concerns and questionsEffective communication and customer service skillsDeveloping organizational skills and the ability to prioritizeProactive, timely and accurate completion of tasks and responsibilitiesStaying current on programming and organization-related informationIdentifying and improving weaknesses in the department and self-performanceRequirements:Minimum Qualifications, Skills, and Abilities:Education & Experience Required:High school diploma or GEDStrong written and verbal English communication skillsPrior customer service experience preferredBackground in music and/or the arts preferredTechnology/Equipment:Proficiency in typing and computer software/hardware usageTessitura or other ticketing system experience preferredKnowledge of M365 and MS Office suite preferredFor Remote Capable Work:At least six months experience as a successful Minnesota Orchestra Ticket Services employeeApproval by manager team via the Remote Work Suitability Assessment requiredMust pass the remote training proficiency test and meet work-from-home requirementsAdvanced computer proficiency and troubleshooting skillsWork 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.While performing the duties of this position, incumbents may be required to do all or some of the following, with or without accommodation:Sit or stand at a desk, counter, or other work surfaceTalk and/or hear spoken words, music, or other soundsUse hands or fingers to handle or touch objects around themReview documents, monitors, or displays with potentially small printOperate a computer, phone and other common office tools or controlsMentally focus on tasks and apply sound reasoning and judgementWork in or attend meetings or other events in any of the Orchestra locations or other sites as necessaryLift/move objects (such as files, packages, props, or office equipment) or ensure objects are lifted/moved that may weigh up to 15 lbs.The Minnesota Orchestra offers remote work options for this position according to their work requirements and individual needs. As a remote-capable specialist, the representative must demonstrate effective and frequent communication with managers, supervisors and peers; be proactive in seeking out department tasks and projects; and work in a private environment free from distraction and disturbances, to ensure the safety of customer and organization information.Availability:Workdays and hours for this position will fluctuate based on the schedule of concerts or events and work deliverables. Schedules will be created in collaboration with the employee approximately 2-4 weeks in advance. Employees must be available for a minimum of 15 hours per week. Maximum scheduled hours will not exceed 32 hours. Worked hours will not average more than 30 hours per week over a calendar year. Overtime is not allowed unless approved in advance for special circumstances.Shifts will typically occur within the following times on any day of the week including holidays:Daytime: 8:00AM-5:00PMEvening: 5:00PM-10:00PMRequired Meeting Attendance – We expect attendance at all scheduled meetings and training sessions, including active participation and following through in utilizing information communicated. (Examples: Audience Services meetings, review meetings, manager one-on-ones, job specific training meetings, etc.)Equal Employment OpportunityThe Minnesota Orchestral Association is an equal opportunity employer and complies with all applicable discrimination laws. We recruit, hire, train and promote all persons without regard to race, color, sex, religion, national origin, sexual orientation, age, disability, creed, status with regard to public assistance or any other non-job related characteristic.