Patron Services Coordinator

The Dallas Opera (TDO) is a world-class performing arts organization based in the Dallas Arts District in
Dallas, TX, renowned for our outstanding mainstage and chamber opera productions. With a reputation
for artistic excellence, innovation, and community impact, TDO plays a vital role in the cultural
landscape of the Dallas-Fort Worth Metroplex and the international opera scene.

Patron Services Coordinators provide outstanding customer service in alignment with The Dallas
Opera’s mission and values. Reporting to the Patron Services Manager, the Patron Services Coordinator
demonstrates proficiency in inbound and outbound sales, proficiency in ticketing system processes and
procedures, professionalism in managing customer service issues, and other administrative tasks as
needed in support of The Dallas Opera’s overall operations.
Primary Responsibilities
• Conduct inbound and outbound sales and customer service calls for all in-person and digital
events and single ticket sales, including subscription renewals and acquisitions.
• Maintain ongoing training and proficiency in Tessitura ticketing system and all standardized
procedures to successfully complete accurate ticket orders.
• With the approval of supervisor, process all comp ticket requests, including but not limited to
staff, donor, VIP, chorus, orchestra, Sightlines, dress rehearsals, guest artist, and press requests.
• Manage info@dallasopera.org email box and return all emails promptly; listen to and return all
voicemail messages.
• Professionally represent The Dallas Opera and promptly and professionally respond to patron
concerns, special needs (including disability seating), requests and waitlist for series and seat
changes, and refunds.
• Communicate patron needs and house seats to ATTPAC Front of House staff and prepare Box
Office for all live performances, dress rehearsals, Family Operas, and Community Outreach
events.
• Assist patrons with non-ticketing related information in lieu of a company receptionist, such as
donor event schedules, visitor information, and finding meeting locations.
• Assist patrons as necessary to troubleshoot issues they are having accessing digital content.
• Assist with preparing and mailing season subscription packets, single tickets, and performance
information.
• Assist Patron Services Manager with tracking and fulfilling all incoming charitable donation
requests from physical mail and info@ email box. Print and mail vouchers, update spreadsheet
in ticketing drive.
• Work in-person Box Office for all performances.
• Assist with education and other outreach events throughout the year, such as offsite
performances, and subscriber and donor events.
• Reliably and accurately manage Box Office cash handling responsibilities daily and at
performances as needed.
• Attend and actively participate in all team meetings and meetings with direct supervisor as
required.
• Provide additional general administrative support to Marketing/Patron Services as well as other
departments as needed during periods of low call activity, and as directed or approved by
supervisor. This includes, but is not limited to database maintenance, envelope stuffing, and
other administrative work as assigned.

Candidate Qualities
Traits and Characteristics
• Excellent customer service skills, empathetic and patient listener, outgoing personality, and
positive attitude. Must be a self-starter with the ability to be proactive and foresee common
issues to be dealt with in ticketing and customer service.
• Ability to multitask and maintain a quality of excellence in a time-sensitive environment.
• Diplomacy, good judgment, and timeliness in resolving patron concerns and issues.
• Professionalism in spoken and written language.
Skills and Knowledge
• 1-3 years of experience in direct customer service required.
• Previous Box Office experience preferred.
• Previous experience with Tessitura or other ticketing software preferred.
• Knowledge of classical music, opera, and Dallas Arts District a plus.
• Proficiency in Microsoft Office products (specifically Word and Excel) and collaborating in a
Office 365 Teams environment.