Festival Guest Services Associate
Type of Employment: Part-Time Seasonal; July 23–September 30, 2018
Reports to: Guest Services Manager
Department: Marketing & Guest Services
Important Staff Relationships: VP of Marketing; Marketing Operations Manager; Lead Guest Services Associate
Central Role: The Festival Guest Services Associate is responsible for providing exceptional customer service to all Opera Philadelphia guests, including subscribers, members, and ticket buyers. S/he will possess expert knowledge of Opera Philadelphia’s Festival O18 performances and events and will go above and beyond to ensure an extraordinary guest experience.
Responsibilities:
- Provide exceptional, concierge-style customer service for Opera Philadelphia guests
- Serve as a front-line team member by facilitating orders and inquiries via multiple channels (inbound phone, chat, email, mail, fax, and in person)
- Process subscription/package/pass sales, group and single ticket orders, exchanges, ticket donations, and contributions; ensure accuracy for financial accountability and reporting
- Possess expert product knowledge and enthusiasm for opera
- Make product recommendations and actively upsell ticket packages, engagement events, and memberships to build patron affinity
- Participate in targeted outbound telefunding and telemarketing efforts
- Field customer service issues, record patron feedback and preferences, and identify prospects for further cultivation
- Serve as an Opera Philadelphia ambassador at performances and events by providing concierge service
- Assist with mailings, patron correspondence, and data entry projects
- Participate in ongoing consumer research and data collection for analysis
- Related duties as assigned
Qualifications:
- Outstanding customer service skills, including 2+ years of experience in sales, ticketing services, or hospitality
- Excellent verbal and written communication skills
- Meticulous attention to detail and strong organizational skills
- Working knowledge of Microsoft Office/Outlook
- Familiarity with ticketing software, preferably Tessitura, a plus
- Good work ethic, high standards, and the ability to work in a team environment
- Must exercise good judgment, show initiative, and handle sensitive data in a trustworthy manner
- Discretion, maturity, and composure, especially under pressure
- Interest/knowledge in opera, music, or the performing arts
- Ability to work flexible days and hours to provide proper coverage
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