Rental Ticketing Coordinator

Pay: $17.50 to $20.00 per hour

Description

Department: Audience Services Reports To:   Events and Facility Services Manager Classification:   Nonexempt Status:   Part-time Wage Range:   $17.50 - $20.00 Direct Reports:   None 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. Monitor and maintain quality service levels by assuming a leadership role in the supervision of Ticket Service Representatives and Specialists; by managing the box office at Minnesota Orchestra, Rental, and Association sponsored events; by assisting with the coordination of ancillary products and services; and ensure guest satisfaction by providing correct, prompt service in a friendly, welcoming manner. Assist with implementation of Rental event ticketing and timelines.  Coordinate Rental event ticketing/series preparation and training, maintenance, quality control, and customer service within the Audience Services Department. Essential

Functions

Assist

• with the coordination of Rental event ticketing/campaign planning, implementation,
• sales
• and service.

Assist with implementation of sales strategies and timelines for assigned rental client events.
Implement and enforce new and current policies and procedures to meet Rental client and MOA needs.
Implement and maintain efficient procedures for processing of orders, including staff training, payment processing, ticket printing/mailing and solving and tracking service-related issues.
Manage allocation of available seat inventory on season and single charts to ensure meeting sales goals.
Oversee printing, organization, and distribution of tickets/lists specific to Rental events.
Ensure Ticketing and Event staff is adequately informed of event information and conditions.
Maintain a presence at designated events to assist guests and event staff.
Proof Tessitura and website setups and Ticket Services knowledge resources as requested.
Assist with Rental event system balancing as necessary.
Prepare and modify communications and other documents as necessary.
Perform general clerical duties to include but not limited to photocopying, scanning, mailing, and electronic/hard-copy filing.
General supervision of part-time employees

Assist with department related projects and tasks, including participation and delegation, monitoring for accuracy and tracking progress through completion
Address staff policy violations and/or conflicts, taking appropriate, immediate action and reporting details to the full-time Manager on Duty
Ensure all employee checkouts and banks are complete, accurate, and balanced; resolve any discrepancies
Assist with the training and mentoring of the Ticket Services team
Welcome representatives to observe customer interactions
Demonstrate excellent customer service techniques and precise knowledge of products
Update and remind staff of current products and policies
Patiently and accurately answer questions regarding event/facility information, patron concerns, etc.
Coach and train Audience Services employees as needed, providing input for evaluations
Monitor the service and sales transactions of Representatives and Specialists determining when assistance and/or intervention is necessary to ensure exemplary customer service
Ticket Sales

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 and 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. Able to explain emergency procedures upon request, act according to these procedures in the event of an actual emergency.
 E. Provide assistance in a medical emergency including notification of house and medical personnel and provide appropriate first-response care.
 F. Assume fiscal responsibility for daily sales transactions.
Customer Service

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
Record and track concert and customer related issues such as duplicate seating, unclaimed will-call, overall concert reporting and follow-up, etc.
Demonstrate enthusiasm for Orchestra Hall products and services and convey this enthusiasm to customers.
Requirements

Minimum Qualifications, Skills, and Abilities

Education & Experience Required

High School diploma or GED or equivalent required
Strong written and verbal English communication skills
Minimum of 1 year customer service experience
Minimum of 1 year supervisory experience
Minimum of 1 year ticketing experience
Previous First Aid/CPR certification preferred.  Bi-annual certification is mandatory, and training is provided.
Demonstrated organizational and time management skills with the ability to work independently and proactively seek out projects
Demonstrated ability to manage confidential and sensitive information, possess a high degree of personal integrity and sound judgment
Background in music and/or the arts preferred
Technology/Equipment:

Proficiency in typing and computer software/hardware usage
Tessitura or other ticketing system experience required
Knowledge of M365 and MS Office suite preferred
For Remote Capable Work:

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
Work Environment and Physical and Mental Demands:

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 within the facility, and occasionally in an outdoor environment for outdoor concerts, or other activities.
While performing the duties of this position, incumbents may be required to do all or some of the following, with or without accommodation:
Sit or stand at a desk, counter, or other work surface
Talk and/or hear spoken words, music, or other sounds
Use hands or fingers to handle or touch objects around them
Review documents, monitors, or displays with potentially small print
Operate a computer, phone and other common office tools or controls
Mentally focus on tasks and apply sound reasoning and judgement
Work in or attend meetings or other events in any of the Orchestra locations or other sites as necessary
Lift/move objects (such as files, packages, props, or office equipment) or ensure objects are lifted/moved that may weigh up to 15 lbs.
The Minnesota Orchestra offers remote work options for this position according to their work requirements and individual needs. As a remote-capable specialist, the representative must demonstrate effective and frequent communication with managers, supervisors and peers; be proactive in seeking out department tasks and projects; and work in a private environment free from distraction and disturbances, to ensure the safety of customer and organization information.
Availability:

Workdays and hours for this position will fluctuate based on the schedule of concerts or events and work deliverables.  Schedules will be created in collaboration with the employee approximately 2-4 weeks in advance.  Ticket Services Supervisors must be available for a minimum of 20 hours per week, including 2 weekend shifts per month and 1 performance per week. Maximum scheduled hours shall not exceed 32 hours.  Worked hours shall not average more than 30 hours per week over a calendar year. Overtime is not allowed unless approved in advance for special circumstances.
Shifts will typically occur within the following times on any day of the week including holidays:
Daytime: 8:00AM-5:00PM
Evening: 5:00PM-10:00PM
Required Meeting Attendance – We expect attendance at all scheduled meetings and training sessions, including active participation and following through in utilizing information communicated.  (Examples: Audience Services meetings, review meetings, manager one-on-ones, job specific training meetings, etc.)

Equal Employment Opportunity

The Minnesota Orchestral Association is an equal opportunity employer and complies with all applicable discrimination laws. We recruit, hire, train and promote all persons without regard to race, color, sex, religion, national origin, sexual orientation, age, disability, creed, status with regard to public assistance or any other non-job related characteristic.