Patron Services Representative (Daily Employee)

PATRON SERVICES REPRESENTATIVE (Daily Employee)

Patron Services Department

Marketing Division

About the San Francisco Symphony

The San Francisco Symphony is among the most adventurous and innovative arts institutions in the United States celebrated for its artistic excellence creative performance concepts award-winning recordings and standard-setting education and community engagement programs. Since it was established in 1911 the Symphony has grown in acclaim under a succession of distinguished music directors: Henry Hadley Alfred Hertz Basil Cameron Issay Dobrowen Pierre Monteux Enrique Jord Josef Krips Seiji Ozawa Edo de Waart Herbert Blomstedt Michael Tilson Thomas and Esa-Pekka Salonen.

The San Francisco Symphony presents more than 200 concerts and presentations annually for an audience of nearly 350000 in its home of Davies Symphony Hall and around the Bay Area. A cornerstone of its mission the San Francisco Symphony provides some of the most extensive education and community programs offered by any American orchestra. The Symphonys free music education experiences engage students in grades 112 throughout the San Francisco Unified School District (SFUSD) serving more than 25000 students annually.

In 2001 the SF Symphony became the first American orchestra to launch its own in-house record label SFS Media. Recorded live in concert and engineered at Davies Symphony Hall SFS Media recordings showcase music by contemporary composers as well as core classical masterworks. San Francisco Symphony radio broadcasts the first in the nation to feature symphonic music when they began in 1926 today carry the Orchestras concerts across the 2004 the SF Symphony launched the groundbreaking multimedia Keeping Score series on PBS-TV and the web; the series was made available for unlimited free streaming on the Symphonys YouTube channel in 2020. In 2014 the San Francisco Symphony inaugurated SoundBox an experimental and eclectic live music series which takes place in an alternative performance space located backstage at Davies Symphony Hall. In 2023 the San Francisco Symphony partnered with Apple for the launch of a new classical music streaming app Apple Music Classical and has since released 15 spatial audio recordings of live concert performances through the app. For its adventurous programming the Symphony has been honored 19 times by the American Society of Composers Authors and Publishers and the Symphonys recordings have garnered Frances Grand Prix du Disque and Britains Gramophone Award as well as 17 Grammy Awards.

JOB SUMMARY:

The Patron Services Representative provides the highest levels of customer service to our patrons takes and fulfills ticket and subscription orders by phone mail or in person and supports the operation of the Box Office through data entry proofing customer contact and management and other duties and projects as assigned by the Box Office Manager. Hours include evenings and weekends.

RESPONSIBILITIES:

• Completes sales through Tessitura software for incoming phone mail and in-person orders at the Symphony Box Office.
• Makes courtesy and follow-up calls to patrons to resolve issues with their tickets purchase or other Symphony business.
• Provides exemplary customer service follow-through and support.
• Turns each patron interaction into a positive experience
• Handles complaints and satisfies upset patrons
• Supports Box Office Managers with additional duties.

QUALIFICATIONS:

• Minimum 5 years experience in a customer service sales public relations or similar environment.
• Experience with ticketing and/or arts organizations a plus.
• Minimum 5 years experience working with customer relationship management software. Experience with Tessitura a plus.
• Ability to constantly provide highest levels of customer service
• Great communication listening and phone skills
• Ability to work as a team in a dynamic work environment
• Ability to interact with patrons and co-workers in a positive courteous patient and diplomatic manner.
• Ability to touch type and enter data in an accurate and thorough manner
• Proficient user of Windows Excel Word and Outlook. Database software or Tessitura experience a plus.
• Strong organizational skills and ability to work independently while handling multiple tasks.
• Willingness to set goals and learn new skills.
• Knowledge of or willingness to learn about Classical music

PHYSICAL DEMANDS:

• Lifting carrying pushing or pulling: up to 25 pounds occasionally
• Prolonged periods of sitting or standing: at the desk
• Repetitive motions: using a keyboard mouse

SUPERVISORY RESPONSIBILITIES:

None

EEO STATEMENT

In alignment with the values statement above the San Francisco Symphony is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race color religion sex pregnancy (including childbirth lactation and related medical conditions) national origin age physical and mental disability marital status sexual orientation gender identity gender expression genetic information (including characteristics and testing) military and veteran status and any other characteristic protected by applicable law.