Ticketing and Customer Service Specialist

Ticketing & Customer Service Specialist

I. Summary

Reports to: Director of Customer Service w/ support from Dir. of Ticketing and CRM Ops
Employment Status: Full Time, Exempt
Position Overview: The Ticketing and Customer Service Specialist will ensure the highest level of customer satisfaction and retention by working with teammates to elevate the customer experience before, during, and after concerts. This includes generating ticket sales revenue, educating patrons, and providing support to all customer-facing positions.

II. Primary Duties and Responsibilities

1. Maintain high levels of internal/external customer service with a positive and service-to-others attitude.
2. Answer inbound customer service calls/emails and make outbound calls/emails to retain and build customer activity, loyalty and satisfaction while confirming and keeping accurate records of all calls, including ticket purchases, donation amount, updates to patron data, follow-up information and pledge information.
3. Work with Front of House and other staff as needed to execute pre-concert, during, and post-concert activities.
4. Fulfill ticket orders and assist in the distribution of single and season tickets.
5. Initiate the process of building the Nashville Symphony’s relationship with prospective patrons and, through these relationships, increase the dollar value of ticket buys.
6. Be educated and educate our customers on concert content and various sales products.
7. Work with the Director of Customer Service to hire, train, and develop the Front-of-House Team.
8. Serve as a contributing member of the Marketing Department, working within a team concept. Help meet and exceed budgeted organizational ticket sales goals and support fundraising.
9. Collaborates in the development and implementation of house procedural policies and usher training plans.
10. Participate in box office shifts and night-of-show shifts.
11. Support organizational efforts in identifying events in the downtown area to proactively find solutions to potential challenges including road closures, high traffic time periods, festivals, etc.

12. Manages and coordinates valet parking, school and tour buses, and facilitation with parking garage vendors and partners; and communicates with pertinent parties on a weekly basis to coordinate logistics for each performance and event.
13. Assist the Director of Customer Service with scheduling part-time staff and filling in as needed.
14. Assists in the processing of event payroll and billing reports for performances and events. Works with the Director of Customer Service to produce the front-of-house reports and attendance reports for each performance and event.
15. Assist the Director of Customer Service in ensuring that the ticketing needs for sponsors, VIPs, artists, and staff are met.
16. Circulates throughout the building during performances and events to ensure smooth operational flow and identify areas of improvement. Identifies challenges and resolves potential conflicts.
17. Develop a thorough knowledge of ticketing policies and database/CRM skills to a level of proficiency required for the position.
18. Responsible for specific tasks assigned at time of hire.
19. Other duties as assigned that help reach our departmental and institutional goals.

III. Supervisory Responsibilities: Oversee the part-time Front-of-House Staff

IV. Work Requirements and Qualifications

1. Education: Bachelor’s degree or equivalent combination of education and experience.

2. Experience: At least one year of experience with customer service, but we will fully train the right candidate.
 

3. Knowledge, Skills, and Abilities:

• Background in arts and/or knowledge of symphonic music preferred but not required.
• Ability to stay organized and multi-task during in-person events.
• A solid phone voice for outbound calls, as well as promptness in answering inbound calls.
• Ability to stay calm and positive in the face of challenging customers.
• Punctuality, dependability, a strong work ethic and the ability to exercise good judgment are a must.
• Must be highly motivated and have a skill set that includes keen attention to detail, organization and the ability to be creative and flexible while maintaining workflow.
• Excellent verbal, written and interpersonal communication skills are a must.
• Must be comfortable with speaking on a telephone for long periods.
• Knowledge of Microsoft Office Suite required. Experience in Tessitura customer relations software preferred.
• The ability to handle confidential information while protecting the privacy of donors, patrons and prospects is vital.
• Must be able to work in a fast-paced environment.
• Must possess highly effective interpersonal skills and problem-solving skills.
• Must be able to work night and weekend shifts.

• A flexible schedule that includes availability for some day and some evening shifts and some holidays as assigned.