Greater Philadelphia Cultural Alliance

Department: Ticket Philadelphia

Reports to: Director, Patron Services

Direct Reports: Patron Services Supervisor, Patron Services Representatives, Patron Services Associates (FT)

Status: Exempt

Summary:

The Ticket Philadelphia Patron Services Manager is responsible for all operations relating to customer service, ticket sales and fee collections for web, telephone and subscription sales. This position is a member of the Ticket Philadelphia Management team and must play a visible leadership role. The Director plays a vital role in defining Ticket Philadelphia sales, financial and customer service goals. The Director also plays a major role in developing and implementing programs to achieve these goals and is responsible for overseeing a staff of over twenty-five people.

Essential Functions:

Create and manage scheduling to ensure consistent and adequate staffing of multi-channel contact center in support of performances and customer services for all clients

Provide day-to-day management of Patron Services team members

Manage Patron Services project assignments

Ensure that all appropriate fees are collected

Process refund requests and follow-up with Finance Department

Provide regular reporting of Contact Center activity

Develop and maintain positive, pragmatic working relationships with other Ticket Philadelphia departments, IT and senior marketing and development staff at all Ticket Philadelphia clients

Implement all Patron Services-related policies and procedures

Provide escalated customer service as needed

Represent Ticket Philadelphia by participating with client’s marketing and development staffs in planning activities that relate to customer service, ticket sales, marketing and development and by attending client events and performances

Communicate client’s relevant marketing, promotions and customer service information to the appropriate Ticket Philadelphia staff in a timely manner.

Work with Finance Department to track and investigate credit card charge-backs and order issues in Tessitura

Provide reports and data to clients using existing tools and reports.

Other duties as assigned

Education and Experience:

Bachelor’s degree required.

Minimum of three to four years of successful customer service management experience

Knowledge, Skills and Abilities:

A passion for delivering exceptional customer service

Proven ability to develop and maintain a work environment that delivers exceptional customer service with an entrepreneurial approach

Strong interpersonal skills including the ability to work independently and with varied personalities across organizations, as well as in team settings

Proficient in ticketing software (Tessitura preferred)

Ability to provide visible leadership and to establish a sense of pride and collaboration among all Patron Services staff

Proficiency with Microsoft Office (Excel, Word, Power Point etc)

Current knowledge on all relevant industry trends and emerging technologies

Environment, physical demands and other conditions:

Basic office environment

Some nights and weekends

Commitment to Diversity, Equity, and Inclusion:

The diversity of our region is our strength, and we are dedicated to creating a diverse and inclusive cultural campus that reflects our commitment to an environment where everyone feels welcome and valued onstage and off. See our year-end diversity and inclusion report here: Diversity and Inclusion Report.

About Ticket Philadelphia

Ticket Philadelphia, the official ticket seller for performances on the Kimmel Cultural Campus, provides comprehensive ticketing and customer service for Broadway Philadelphia, Kimmel Center Presents, the Philadelphia Orchestra, Philadelphia Ballet, the Philly Pops, the Philadelphia Speakers Series and other renters of on campus venues. Ticket Philadelphia services more than 1,800 performances annually, its Contact Center operates seven days a week during the normal performance season and answers between 300 – 800 combined calls, email and online chat each day.