Director of Patron Services

Description

Position Title: Director of Patron Services

Department: 20 - Ticket Omaha

Reports To: Vice President of Administrative Services

FLSA Status: Exempt

To perform this position successfully, an individual must be able to perform each duty and/or responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Position Summary:

Responsible for the management of ticketing/patron services for Omaha Performing Arts, including other local arts groups utilizing O-pa facilities. This includes direct responsibility for subscription services for present and future series. Works with the Omaha Symphony as the ticketing liaison for Administrative Services. Manages all ticketing inventories, supervises full-time and part-time patron services staff, and establishes policies and procedures for ticket sales and patron services. Represents a service-oriented department while maintaining fiscal compliance and auditable trails of the organization's earned revenue. Performance reflects the organization’s Core Values of Team, Trust, Integrity, and Inclusion.

Position Duties and Responsibilities:

Patron Services

• Oversees the development of policies and procedures for the Patron Services department. 
• Manages the Administrative Services to Omaha Symphony and other organizations who need Ticketing support. 
• Manage and implement policies regarding ticket sales, refunds, exchanges, lost/stolen tickets, and internet ticketing. 
• Represents Omaha Performing Arts positively when dealing with service issues. Resolves patron problems and handles all patron issues/complaints received from Omaha Performing Arts performances/venues. 
• Deal effectively with all local constituent organizations that use Omaha Performing Arts box office services (Ticket Omaha).
• Supervises all aspects of daily balancing procedures for all ticket sales. 
• Coordinate sales activities of outbound ticket sales campaigns, including inventory management and order processing. 
• Prepare reports, as assigned, utilizing computerized ticketing system, Excel, Word, and various other spreadsheet applications. 
• Assist the VP of Administrative Services with Business Intelligence reports for Omaha Performing Arts and other consortium members. 
• Participate in daily phone and over-the-counter sales. 

Subscriptions

• Serves as liaison with the Broadway Across America subscription office to ensure the smooth operation of all Broadway Subscriber ticketing, exchanges, etc.
• Oversees the smooth operation of all other subscription series as they develop; including seating, fulfillment of subscriber benefits, etc. for Omaha Performing Arts and Omaha Symphony. 

Fiscal Responsibility

• Develops a comprehensive patron database that includes customer information, generates reports and ensures accurate and timely financial reporting.
• Oversee the smooth operation of all other subscriptions series as they develop, including seating and fulfillment of subscriber benefits for Omaha Performing Arts and Omaha Symphony. 
• Plan, organize, and implement subscription and single ticket campaigns by creating theater inventories/maps, formatting tickets, and assisting in ticket pricing. 
• Administer overall policies and procedures regarding ticket sales, refunds, exchanges, lost/stolen tickets, and internet ticketing. 
• Design, implement and maintain responsive customer service initiatives and act as the primary contact for customer service issues. 
• Provide the highest level of customer service and patron relations through verbal and written communication. 
• Assist the Marketing department in reaching annual earned revenue goals and developing marking materials, including brochures, ticket stock, direct mail, email, etc. 
• Develop an efficient, effective sales/promotion team to ensure appropriate coverage and optimum services at all events. 
• Participate in the handling of daily ticket sales by phone and over the counter. 
• Stay abreast of all training and ticketing software upgrades. Handle the ordering of ticketing supplies for Ticket Omaha. 

Supervision and Training

• Responsible for supervision of Patron Services staff. 
• Oversee the Patron Services Manager to ensure proper training of all call center and window operators. 
• Oversee and assist the Patron Services Manager to motivate and counsel all Patron Services Representatives to be effective in their customer services and sales techniques. 
• Oversee the hiring, training/development, discipline, appraisal, and separation of Patron Services staff. 

Other

• Oversees the management of the box office at events as required. 

Requirements

Minimum Experience and Qualifications:

• Five (5) or more years’ experience managing ticketing services.
• Three (3) or more years’ supervisory experience.
• Ability to think strategically.
• Ability to follow through on operations with strict attention to detail. 
• Must be an effective manager with strong, proven customer service skills.
• Prior experience in handling money and reconciling sales.
• Proficient in ticketing software and systems. Experience in box office management and the ability to work on multiple ticketing software. 
• Must be cordial and have strong organizational and customer service skills.
• Excellent written and oral communication skills. 
• Proven ability to work effectively with multiple constituents and others in the organization.
• Proficient in Microsoft Office Products (Word, Excel, Outlook, Access and PowerPoint).
• Requires attendance during evening and weekend events.

Minimum Education Requirements:

Bachelor’s degree from an accredited university or college and/or equivalent experience.

Supervisory Responsibilities:

• Direct and supervise Patron Services Manager and Patron Services Representatives, including hiring, training, and development, while exemplifying the highest level of customer services. 
• Supervise the sales team, including inbound and outbound calling. 

Physical Demands:

• No physical exertion required.
• 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).

The above noted position description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the employee a general sense of the responsibilities and expectations of the position. As the nature of business demands change so, too, may the essential functions of this position.