Overview

Job Title: Assistant Manager, Patron Services Center (PSC)
Department: Patron Services Center
Reports to: Director, Patron Services
Status: Regular, full-time, exempt from overtime

Summary:
The Houston Symphony seeks an energetic and experienced ticketing professional to supervise daily in-bound single ticket and subscription sales operations of the Patron Services Center. The Assistant Manager provides exemplary customer service while leading the call center’s efforts to increase revenue and grow patron loyalty.

Essential Job Functions:
Train part-time PSC representatives in sales, customer service and data standard practices. Develop and maintain training materials. Provide ongoing sales coaching in cross-selling, upselling and donation asks to employees within the box office. Monitor performance to ensure that all representatives are providing superior customer service.

Manage daily operations of the PSC, including:
Employee scheduling for call center and concert-time shifts
Web ticket exchanges and donations
Ticket batch printing
Will call coordination
Mail processing and distribution
Telephone on-hold messaging and voicemail
Fulfillment of silent auction donation requests
Inbound phone calls during times of peak volume
Communication of sales campaigns (current promotions, new concerts, etc.)

Uphold current ticket policies and advise on changes and adjustments as necessary

Serve as PSC liaison to outbound telemarketing arm of the Houston Symphony—process and ensure accuracy of orders, partner with Campaign Manager to resolve customer issues, provide package and seating availability, and attend telemarketing campaign meetings

Maintain the highest level of guest service, managing and resolving in person, over the phone and via email customer service issues, in a timely and professional manner

Monitor PSC patron account set up within Tessitura database to uphold organizational data standards. Merge constituent records to alleviate duplication. Update patrons’ communications preferences as needed (do not call, do not mail, etc.)

Assist the Director, PSC with:
Development and tracking of PSC sales incentives
Subscription seating and management of Junior Patron records
Fulfillment of online website orders
Personnel hiring, evaluation and discipline
Patron retention efforts, including management of robo-calls

Manage show-time PSC concert duty as scheduled

Perform additional duties as required by the Houston Symphony Society

Qualifications
The ideal candidate is friendly and personable with a professional demeanor, has 2 – 3 years box office experience with exceptional customer service skills, and a great phone manner. He/she has a proven record of excellent customer service and experience in dealing with a wide variety of people in a diplomatic manner.

He/she is an organized, enthusiastic self-starter who pays meticulous attention to detail, is adept at time management and juggling multiple projects, and has a passion for classical music.

An undergraduate degree is required; an emphasis in marketing, advertising, public relations or music is preferred.

Excellent written and verbal skills as well as relevant experience in arts administration, box office, a related industry or not-for-profit organization are required.

The candidate must be proficient with Microsoft Office, especially Excel.

Knowledge of ticketing and CRM systems is highly desirable.

Availability for evening and weekend work is essential.

Ability to lift and carry inventory up to 30 lbs. is required.

The Houston Symphony is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, veteran status, or any other protected class.

About Houston Symphony

Founded in 1913, the Houston Symphony is one of America’s oldest performing arts organizations with a distinguished musical history. The Houston Symphony performs over 170 concerts for more than 350,000 people every year, featuring an innovative and broad spectrum of classical, popular, education and community-based symphonic programming.

The Houston Symphony is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, veteran status, or any other protected class.