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Festival Guest Services Associate

Opera Philadelphia

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
To Apply

To apply, please submit resume and cover letter here

 

An equal opportunity employer, Opera Philadelphia is committed to fostering an environment in which employees from a variety of backgrounds, cultures, and personal experiences are welcomed and can thrive.