Patron Services Lead

Description

This position is responsible for providing high quality service in a professional, timely manner by communicating, coordinating, and supervising Patron Service Representatives to attain O-pa goals for specified events/performances, including sales and reconciliation of walk-up tickets.

Pay range for position: $18-$20 / DOE 

The Patron Services Lead coordinates all aspects of patron service related to ticketing at specified events and is responsible for weekly, time-sensitive department projects assigned by the Patron Services Manager.

This position must uphold the O-pa Core Values of Team, Inclusion, Trust and Integrity.

Position Duties and Responsibilities:

· Continually provides exemplary patron service.

· Responds with sensitivity and professionalism to the practical needs of patrons and O-pa staff in all interactions, including solving patron service issues and/or complaints.

· Processes ticket transactions (single, subscription, ticket exchanges, etc.) on Tessitura (online, integrated ticketing software).

· Balances daily ticket sales and works with other Patron Services Representatives when balancing their daily ticket sales.

· Upholds ticketing policies and procedures including, but not limited to; ticket sales, refunds, exchanges, lost-stolen tickets and Internet ticketing.

· Represents O-pa expertly while working with constituent groups who use Ticket Omaha box office services.

· Supervises Patron Services Representatives in the execution of their event/performance related duties for specified events.

· Produces event/performance related reports requiring balancing and reconciles cash before closing of Ticket Omaha box office for specified events.

· Continually learns current and/or new systems, policies and procedures and stays abreast of new program developments.

· Processes patron transactions including, but not limited to; low level gift processing, address updates and entering new patron records into the system.

· Completes weekly departmental projects in a timely manner as assigned by the Patron Services Manager.

· Assists in the training and development of part-time Patron Service Representatives.

· May be required to perform other duties as assigned.

Requirements

Minimum Experience and Qualifications:

· Two (2) years prior customer service experience.

· One (1) year previous supervisory experience preferred.

· Strong, proven customer service skills.

· Ability to efficiently and accurately handle cash transactions and reconciliation.

· Prefer prior cash handling experience.

· Proven ability to work well with others in a team-based environment.

· Requires evening and weekend availability.

· Proficient in Microsoft Office Products (Word, Excel, Outlook, Access and PowerPoint).

· Proficient in using personal computer hardware and software.

· Professional demeanor.

· Excellent communication and interpersonal skills.

· Must be able to effectively and efficiently communicate in English.

Minimum Education Requirements:

· High School Diploma or equivalent (GED).

Supervisory Responsibilities:

· Supervises Patron Services Representatives at specified events.

Physical Demands:

· No physical exertion required.

· Required to sit for long periods of time.

· The noise level in the work environment is moderate.

Equipment/Machinery Used:

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