Ticket Services Representative

Position Summary

Facilitate a positive audience experience and promote the Minnesota Orchestra by upholding the Audience Services Department standards of service: advocacy, efficiency and courtesy; by keeping up-to-date on Orchestra Hall products, services, policies, and procedures; by demonstrating proficiency on computerized ticketing system; by assuming fiscal responsibility for daily transactions; by assisting with the training and mentoring of other ticketing staff; and by assisting the Audience Services Management Team with department related projects.

A. Maintain and utilize complete and current information concerning Orchestra Hall products, services, policies, facilities and procedures in sales and service transactions.

• Communicate these items to customers and employees accurately and fairly by phone, in person or in written format
• Understand event seating plan accurately communicate that information to customers
• Keep apprised of concert information and current discounts/promotions
• Understand and be comfortable with offering the customer other sales opportunities that will complement the current purchase/transaction

B. Understand and demonstrate proficiency in computerized ticketing system.

C. Demonstrate the ability to work in all assigned locations and positions/shifts.

D. Assume fiscal responsibility for daily sales transactions.

E. Uphold the Audience Services Department standards of service- advocacy, efficiency and courtesy.

• Treat patrons as individuals with warmth and respect, while providing friendly, courteous and responsible service in an efficient manner.
• Ensure that both internal and external customers feel that they are the primary purpose of the Association’s business and that the Audience Services Department exists to satisfy customers.
• Recognize and acknowledge customer compliments, comments and concerns, collect sufficient information to determine the issue, take appropriate action and communicate to the appropriate person
• Demonstrate enthusiasm for Orchestra Hall products and services and convey this enthusiasm to customers.

• Welcome other employees to listen in on and observe customer interactions
• Demonstrate excellent customer service techniques, precise knowledge of products and offers, as well as efficiency and accuracy in the ticketing system
• Patiently and accurately answer questions regarding current offers, computerized ticketing system data-entry, event information, patron concerns, etc.

• Demonstrating a commitment to the MN Orchestra Values
• Demonstrating integrity in actions and words
• Professionalism in interactions
• Ability to adapt to change
• Creative and innovative problem-solving
• Actively seeking answers for concerns and questions
• Effective communication and customer service skills
• Proactive, timely and accurate completion of tasks and responsibilities
• Staying current on programming and organization-related information
• Identifying and improving weaknesses in the department and self-performance

• High school diploma or GED
• Strong written and verbal English communication skills
• Prior customer service experience preferred
• Background in music and/or the arts preferred

• Proficiency in typing and computer software/hardware usage
• Tessitura or other ticketing system experience preferred
• Knowledge of M365 and MS Office suite preferred

• At least six months experience as a successful Minnesota Orchestra Ticket Services employee
• Approval by manager team via the Remote Work Suitability Assessment required
• Must pass the remote training proficiency test and meet work-from-home requirements
• Advanced computer proficiency and troubleshooting skills

While working on site at Orchestra Hall or the administrative offices, work is performed in an open office environment with moderate noise levels in a cubical desk configuration and in a performing art building on stage, in a lobby or other location…