Department: Audience Services
Reports to:
Director of Ticketing and Audience Services;
Director, Annual Fund
Summary:
The Ensemble Arts Philly Priority Services Coordinator is responsible for providing high-level personalized ticket service to major donors, and active Board Members of Ensemble Arts Philly. The Priority Services Coordinator will also serve as contact for the handling of priority ticket requests from the Development, Marketing, and Artistic Administration departments. The Priority Services Coordinator is a member of the Audience Services Staff and will be responsible for other general Ensemble Arts Philly development-related and subscription duties.
Essential Functions:
- Provide superlative customer service to major donors, high-value ticket-buying households, and board members of Ensemble Arts Philly
- In coordination with the Annual Fund staff and the Audience Services team, plan and implement tactics to help achieve revenue and retention goals
- Provide outbound customer service assistance to patrons, sales, service, or follow-up
- Process high-level or significantly complex subscription renewals, exchanges, changes, subscription donations, and additions for patrons
- Accurately enter data and processes payments
- Share key information learned in conversations with patrons with development staff
- Manage and process comp tickets from various departments including monitoring allotments and billing as needed
- Participate in face-to-face assistance at the Subscriber Services table as needed
- Assist in preparation of mailings and other communications with subscribers
- Work periodic concert duty at Philadelphia Orchestra concerts and Broadway productions to meet and greet patrons in Founders Lounge and Academy Ballroom
- Provide overflow assistance to Audience Services Representatives at the discretion of the request of Audience Services management
- Maintain files of customer correspondence using the Tessitura database
- Maintain reciprocal ticketing agreements with Ensemble Arts Philly resident companies
- Represent Audience Services at monthly Development meetings
- Assist with Ensemble Arts Philly ticketing needs as assigned.
- Other duties as assigned
Education/Experience:
- High school diploma or equivalent required. Associate’s degree preferred
- One to two years’ experience in customer services or sales environment preferred
Knowledge/Skills/Abilities:
- Intermediate proficiency in MS Office
- Excellent communication and diplomatic skills
- Extremely detail oriented with excellent follow through
- Ability to deal with difficult patrons and conflict
- A team player with the ability to multi-task, also self-motivated and able to work autonomously
- Comfortable navigating and prioritizing requests from multiple departments
- Experience with Tessitura preferred
- Basic project management
Environment/Physical Demands/ Other Conditions:
Audience Services operates a hybrid contact center, with some team members assigned to work remotely. Team members will be assigned shifts to be worked remotely following a probationary period. All team members will work both in-office and remote shifts. Team member will provide a remote work environment free from distraction and suitable for professional encounters by telephone, email, and online chat.
- Some nights and weekends.
- Office environment.
- Ability to navigate 5 city blocks to attend meetings and in person concert duty shifts.
Resume and cover letter are required when applying for this position.
The Philadelphia Orchestra and Kimmel Center, Inc. does not discriminate in employment on the basis of race, color, religion, gender (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, or military service.
