Customer Service Representative

Knoxville Symphony Orchestra

Knoxville, TN

Work Location: In-office

Symphonic

Website knoxsymphony Knoxville Symphony Orchestra

The Customer Service Representative works as one of the members in the Box Office. This position handles ticket sales and Box Office duties for the Knoxville Symphony Orchestra in the office and at concert venues.

REPORTS TO: Director of Finance

STATUS: Full-time; non-exempt; required evening and weekend hours

HOW TO APPLY: Submit a resume to Ryan Rodriguez at rrodriguez@knoxvillesymphony.com.

SPECIFIC RESPONSIBILITIES:

● Answering calls, and greeting and hosting patrons and visitors to the KSO office in a welcoming manner.
● Responsible for a high level of customer service in selling single tickets and season subscriptions, processing exchanges, and other ticket sales in the Ticketmaster ticketing system.
● Responsible for ensuring that all ticketing transactions are processed and printed appropriately for Masterworks, Pops, Chamber, Concertmaster, Q, Youth Concerts, and other concerts as needed.
● Process orders in Ticketmaster including:
– In-office walk-in orders or Mail-in orders o Orders over the phone
– Breaking down orders to indicate each part of the ticket and any additions to the order
● Assist with following up on Box Office emails and voicemails
● Assist part-time person with handling Telemarketing orders
– Process the orders sent from TeleUnique in Ticketmaster
– Verify order information and follow up on any inconsistencies (in details or pricing)
– Send communications with information on redemption to customers o Mail physical materials to customers
– Track and record any Do Over’s in Ticketmaster (unredeemed vouchers carried over to new season)
– Track, record, and manage any mailed ticket requests for Flex holders
● Assist with Pre-concert prep including:
– Preparing and sending out pre-concert emails to ticket holders o Readying Will Call tickets
– Pulling, editing, and printing the House List o Ensuring enough Lost Ticket Vouchers are printed and cut
– Seating musician comps and printing this list
– Seating Prelude Society comps
– Seating New Mover comps
– Ensuring other materials (brochures, supplies, forms, etc.) are packed ● Assist with box office sales at concerts.
● Assist with other box office tasks as needed, such as:
– Filing
– Researching questions about customers, orders, or the system
– Summer tasks – renewals, seating changes, new seating, add-ons, bulk printing
● Responsible for attending concerts to sell tickets and assist patrons at the events. Events are lunchtime, evenings, and weekends on a rotation with the other Box Office personnel.
● Participate in other concert–related sales and service activities (i.e., subscription sales tables, CD sales).
● Patron Group Sales. Work with group leaders for returning groups. Work towards obtaining new groups. Ensure that current groups meet requirements for being a group.
● Assist in the up-keep of Ticketmaster including yearly price updates and maintenance.
Assist with reporting on Ticket Sales daily, weekly, monthly, and yearly.
● Strives to satisfy all customer seating issues and works with subscribers through the subscription sales process, developing a high level of customer satisfaction and loyalty.
● Strives to satisfy all single ticket buyers, developing a high level of customer satisfaction and loyalty.
● Assist with maintaining all files pertaining to subscribers, single ticket sales, and exchanges.
● Assist with organizing the Box Office. Responsible for maintaining a neat and orderly appearance in the reception area of the KSO office.
● Perform other duties as apparent and assigned.

QUALIFICATONS:

● Excellent customer service skills
● Strong communications skills
● Strong organizational skills
● Ability to prioritize and multi-task
● Desire to work in a fast-paced, customer-focused environment
● Computer experience with Microsoft Word, Excel, and general database programs.
● Ticketing experience a plus
● Some evenings and weekends required
● Lift up to 50 pounds

To apply for this job email your details to rrodriguez@knoxvillesymphony.com