Guest Services Manager

The Dallas Symphony has an exciting opportunity for a ticketing and customer service professional to serve as a Guest Services Manager (GSM). The GSM oversees ticket operations and box office management for DSO and third-party performances at Morton H. Meyerson Symphony Center and occasional off-site locations. Additionally the GSM oversees day-to-day guest services and group inquiries ensuring that all patrons and internal/external stakeholders receive the same level of exceptional customer service with regard to phone email and counter queue management. Charged with creating and maintaining an exceptional front-line experience for patrons donors VIPs and students who are interested in purchasing tickets the GSM is the shining example of what customer service means in our organization.

Duties include (but are not limited to):

• Cultivating an extraordinary experience by ensuring that The Greeting Satisfying Needs and the Fond Farewell are part of every interaction.
• Supervising the accurate and efficient processing of phone counter fax and mail transactions.
• Focusing on patron retention and repeat-buyer behavior by demonstrating superior customer service and suggestive selling.
• Selecting hiring/firing training and counseling full-time coordinators and part-time representatives.
• Resolving escalated calls and any advanced customer service or ticketing issues as needed to the Director of Ticketing & Guest Services.
• Responsible for reporting following-up and documenting issues affecting patron service; including but not limited to website feedback and use.
• Creating department schedule and managing breaks/lunchtime periods time off requests timesheet accuracy order accuracy employee performance and employee attendance.
• Developing and maintaining the ticketing portion of Tessitura and ensuring accuracy in Tessitura pricing offers/promo codes allocation inventory management season ticketing printing and packaging list building and testing.
• Creating documentation to support training order entry and order auditing.
• Serving as a key holder position that opens and closes the Guest Services Center making decisions that affect staff patrons and the department without specific direction.
• Other duties as assigned.

The Dallas Symphony provides excellent benefits free parking and tickets when available. No phone calls please.

The Dallas Symphony Orchestra is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex disability age sexual orientation gender identity national origin veteran status or genetic information. The Dallas Symphony Orchestra is committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment its services programs and activities.

EOE- Equal Opportunity Employer

The ideal candidate will be flexible and nimble act with diplomacy and respect when dealing with difficult situations and provide clear and effective communication to all constituencies. The ability to manage others direct workflow make autonomous decisions and manage crises (e.g. cancelled concerts inclement weather system breakdowns etc.) is vital for this role. This candidate will excel at time management and prioritization build strong relationships with patrons and staff throughout the organization problem-solve with a solutions-oriented mindset deliver and receive constructive feedback and possess the ability to keep the team motivated and at the top of their game.

The qualified candidate will have an associates degree in a related field and at least four years of customer service -depth knowledge of Tessitura and CC Supervision is preferred. This position requires availability on weekends and evenings as well as occasional holidays.