Audience Services Rep

Overview

Date Posted:
7/20/2021
Job Code:
AudSvcRep
Location:
Audience Services
Address:
2630 Cahuenga Blvd East
City:
Los Angeles
State:
CA
Country:
United States of America

Description

 

Summary of the Position:

The Patron/Audience Services Representative, reporting to the Audience Services Manager, provides direct telephone, letter, and electronic customer service for the public on a daily basis, serve as a sales and service agent to patrons of the Los Angeles Philharmonic Association, and enter customer feedback into the Tessitura Database.

 

Essential Functions:

  • Assist with customer relations and resolve complex or difficult customer inquiries by phone, letter, live chat, and e-mail in a timely manner
  • Assists in interpreting, adapting and applying policies, procedures, rules, and precedents in response to inquiries and complaints, as necessary
  • Function as information and sales representative for all events related to the LA Phil, third party lease events, and performance venues 
  • Make outgoing calls to patrons regarding program or event changes as necessary
  • Provide pre-concert customer service at the LA Phil performance spaces
  • Attend performances; greeting guests and working with Box Office and house management to help reconcile onsite customer concerns
  • Guide patrons through their online interactions with all pertinent web portals including their own accounts
  • Track customer feedback in the patron database
  • Compose and distribute reports using multiple platforms
  • Provide helpful information, including suggestions for event, performance, price options, parking options, directions, restaurants, access for patrons with disabilities or any other service provided by the LA Phil; up-sell appropriate services and events
  • Accurately sell tickets, gift cards, parking and other to all events, accepting orders by telephone, mail, fax, and internet. 
  • Prepare patron tickets, brochures, collateral and vouchers for mailings, as needed
  • You may be asked to work one weekend day and at least one evening each week
  • For concerts at the Hollywood Bowl, assist our Pool Circle subscribers by answering questions and assisting them with ticketing-related requests
  • Assist with database maintenance, adding accounts and correcting patron information in Tessitura
  • Assist the Manager, Patron Services as needed

 

Minimum Requirements

 

Requirements

  • A minimum of 3 years experience in the customer service field (experience with an arts organization is a plus)
  • Must be able to successfully manage and complete multiple projects in a fast-paced environment
  • Proven ability to work with challenging customers and resolve complaints
  • Previous ticketing system experience (Tessitura Database experience helpful)
  • Strong interpersonal skills with an ability to work well with people at all levels, across a diverse customer base in a dynamic working environment
  • Proficient user of Microsoft Office, particularly Word, Excel, and Outlook.
  • Superior communication, verbal and written, listening, and telephone skills
  • Excellent organizational skills and the ability to work independently, while handling multiple tasks
  • Willingness to set goals, take initiative, identify customer service trends, and learn new skills
  • Ability to work some nights, weekends, and holidays
  • Knowledge of or willingness to learn about Classical and other forms of music
  • Dedication and commitment to engage in and promote diversity, equity, and inclusion within the staff, vendors, and within interactions with the surrounding community is a must
  • Secondary language fluency is a plus

COVID Workplace Safety Requirements

This position will require you to interact with employees, patrons, vendors and others who may or may not be vaccinated or recently tested. You will be required to wear personal protection equipment (PPE) required by the LA County Department of Public Health protocols and the LA Phil.  You agree to comply at all times with the LA Phil’s COVID-19 Prevention Plan, including testing and vaccination requirements,

 

The Los Angeles Philharmonic Association will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of the FCIHO