Patron Engagement Coordinator

About the Role

The Grand Rapids Symphony is seeking an enthusiastic, musically inspired individual to join our GRS team! Reporting to the Director of Ticketing, this role combines customer service, volunteer connections, and behind-the-scenes event support. You’ll serve as the primary point of contact for Symphony merchandise while providing vital support for Front of House (FOH) operations at concerts and events.

Patron Services

• Provides frontline reception, greeting and assisting patrons and/or guests at the office.
• Promote performances and engage single-ticket buyers with opportunities to become subscribers.
• Receive and process phone orders and make outbound calls to solicit sales.
• Process individual and subscription tickets, including exchanges and occasional refunds as necessary.
• Answer general customer service inquiries, escalating internally as necessary.
• Maintain a current understanding of organizational programs and initiatives.
• Participates in box office concert rotations on evenings and weekends, as required.
• Performs other duties as assigned.

Front of House

• Manage the Front of House spreadsheet and assign and communicate FOH duties to staff members.
• Serve as the main point of contact for GRS and venue staff for concert and events duties.
• Plan and implement patron engagement activities for concerts and events.
• Welcome and assist patrons, answering questions and ensuring a positive experience.

Merchandise

• Research, design, and place merchandise orders; coordinate production and deliveries.
• Oversee merchandise table sales before, during, and after concerts.
• Manage merchandise set-up and teardown, track inventory, and submit sales report for both GRS and guest artists, when applicable.
• Provide flexible support for other concert and event tasks assigned by the Director of Ticketing.

Volunteers

• Recruits new volunteers through attendance at Symphony performances and local career fairs.
• Reviews applications and enter new volunteer information into system.
• Onboards and trains new volunteers; acts as first point of contact for volunteer questions.
• Works with other departments to organize volunteer positions for performances, events, and education activities.
• Retain volunteers via relationship development, ongoing communication (volunteer newsletters, social media, etc.), coordinating volunteer appreciation activities and events, etc.
• With the Manager of Human Resources:
  o Process and monitor background checks
  o Develops any/all policies related to volunteering.
  o Handles and navigates volunteer relation matters.
  o Ensures volunteer files are updated in database; maintains the integrity and confidentiality of all files.

• Valid driver’s license and reliable transportation.
• Previous experience in customer service and/or working with volunteers.
• Ability to work in a fast-paced environment with:
  Frequent interruptions, Moderate noise, Adapt to change, Quick decision & problem-solving skills.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office tools preferred (Excel, Word, Outlook).

• Salary Range: $35,568-$41,600
• Benefits include:
  Generous paid time off and holiday schedule, subsidized downtown parking, and 401k.
• Complimentary concert attendance when not scheduled for FOH duties.
• Opportunity to be part of a passionate, creative team bringing world-class symphonic music to the community.
• Hands-on experience in arts administration, patron engagement, and event operations.

To apply, please email your cover letter and resume to human resources by Monday, January 26. Applications will be reviewed on a rolling basis, and candidates advancing to the next stage will be contacted directly. No phone calls, please.

For more information about the Grand Rapids Symphony, visit (Use the "Apply for this Job" box below)..

The Grand Rapids Symphony is an equal opportunity employer. The organization is committed to equity, diversity, and inclusion in all facets of operations and welcomes recommendations, nominations, and applications from all qualified candidates.