Ticket Services Representative

Position Summary: 

Facilitate 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.

 Job Functions:

Ticket Sales and Customer Service

A. Maintain 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 format 
• Understand event seating plan accurately communicate that information to customers
• Keep apprised of concert information and current discounts/promotions 
• Understand and be comfortable with offering the customer other sales opportunities that will complement the current purchase/transaction

B. Understand and demonstrate proficiency in computerized ticketing system.

C. Demonstrate the ability to work in all assigned locations and positions/shifts.

D. Assume fiscal responsibility for daily sales transactions.

E. 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 person
• Demonstrate 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 interactions 

· Demonstrate excellent customer service techniques, precise knowledge of products and offers, as well as efficiency and accuracy in the ticketing system

· Patiently 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:   

A successful employee will strive for excellence through:

· Demonstrating a commitment to the MN Orchestra Values 

· Demonstrating integrity in actions and words 

· Professionalism in interactions 

· Ability to adapt to change 

· Creative and innovative problem-solving 

· Actively seeking answers for concerns and questions 

· Effective communication and customer service skills

· Proactive, timely and accurate completion of tasks and responsibilities

· Staying current on programming and organization-related information 

· Identifying and improving weaknesses in the department and self-performance 

Education & Experience Required:

· High school diploma or GED

· Strong written and verbal English communication skills 

· Prior customer service experience preferred

· Background in music and/or the arts preferred

Technology/Equipment:

· Proficiency in typing and computer software/hardware usage 

· Tessitura or other ticketing system experience preferred

· Knowledge of M365 and MS Office suite preferred

For Remote Capable Work:

· At least six months experience as a successful Minnesota Orchestra Ticket Services employee 

· Approval by manager team via the Remote Work Suitability Assessment required

· Must pass the remote training proficiency test and meet work-from-home requirements

· Advanced computer proficiency and troubleshooting skills

Work 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 surface 
• Talk and/or hear spoken words, music, or other sounds 
• Use hands or fingers to handle or touch objects around them
• Review documents, monitors, or displays with potentially small print 
• Operate a computer, phone and other common office tools or controls
• Mentally focus on tasks and apply sound reasoning and judgement
• Work in or attend meetings or other events in any of the Orchestra locations or other sites as necessary
• Lift/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-5:00PM 

· Evening: 5:00PM-10:00PM

Required 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 OPPORTUNITY

The 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.