Department:
Audience Services
Reports to:
Associate Director of Ticketing Operations
Summary:
The Ticketing Operations Coordinator engages with numerous internal and external teams to consistently improve guest experience and facilitate efficient operations through technology. This individual manages, configures, and maintains various systems and programs in a fast-paced environment. This individual focuses on maintaining and supporting vital systems including Ensemble Arts Philly’s online purchase path, digital ticket delivery, and contact center management systems. The coordinator will collaborate and communicate with the Audience Services team, Information Technology Services, Marketing, Development, Education, Audience Experience teams and other partners, clients, and vendors.
The coordinator must meet and exceed the Audience Services Customer Service Standards and Ensemble Art Philly’s Mission, Vision and Values.
Essential Functions:
- Configure and maintain Audience Services engagement platforms including:
- 8x8 Communications Platform
- True Tickets Digital Ticket Delivery Platform
- Crowd Handler
- Support and maintain systems and programs for inter-departmental knowledge.
- Perform required configurations in Blocks Office to facilitate sales and guest service efforts.
- Collaborate with Ensemble Arts Philly and Philadelphia Ballet Marketing Teams to assemble and implement ticketing-specific Blocks Office content.
- Replicate and document reported errors to support solutions and verify fixes.
- Create and validate test data for internal and vendor needs for new features, errors and bug fixes.
- Perform QA testing on new features and bug fixes.
- Communicate through JIRA Issue & Project Tracking Software.
- Host Purchase Path Demos, User Acceptance Testing, and Launch Parties.
- Advise Marketing, Development, Education and other clients on Tessitura best practices for purchase path usage.
- Collaborate with IT, Marketing, Development, Education and other stakeholders to enhance functionality and usability throughout the purchase path.
- Complete configuration and related tasks as assigned through various systems and programs including:
- Tessitura Customer Relationship Management System
- With a focus on configuration as relates to BlocksOffice, True Tickets, and 8x8
- BlocksOffice Content Management System
- 8x8 Communications Platform
- Other newly established ticketing, customer relationship, communication, and content management systems when implemented.
- Support requirements gathering, prioritization and testing for new purchase path projects.
- Serve as critical member of the Digital Experience Team
- Maintain Tessitura Scheduled Reports for the Audience Services team, partners, clients, and vendors.
- Accurately create and maintain procedure, content, and internal documentation alongside Associate Director of Ticketing Operations
- Assist the Associate Director of Ticketing Operations and the Subscription Project Manager as needed and complete other tasks as assigned.
Education/Experience:
- Associates degree or at least 3 years of equivalent combination of education, experience and training in ticketing, customer relationships, information systems, and/or content management.
- Comprehension of and experience with Tessitura Customer Relationship Management System, Content Management Systems, and Microsoft Office 365.
- Familiarity with front-end coding language (HTML, CSS, JavaScript).
Knowledge/Skills/Abilities:
- Remarkable organization skills and detail-orientation with the ability to operate in a fast-paced environment.
- Ability to work in a complex organizational structure that includes many internal and external stakeholders.
- Adaptability and eagerness to learn new systems and skills to meet partner and client requests and to provide exceptional guest experiences.
- Strong writing skills; strong communication skills.
- Love of performing arts and knowledge of the Ensemble Arts Philly and/or non-profit environment a plus.
- Internal candidates who excel in Ensemble Arts Philly Audience Services procedures with a guest-first focus are preferable.
Environment, physical demands and other conditions:
Audience Services consists of 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 members will provide a remote work environment free from distraction and suitable for professional encounters by telephone, video, email, and chat.
- Some evenings and weekends will be necessary.
- Must be available for assessment and troubleshooting during:
- Load tests
- Feature releases
- Pre-sales and On-sales
- Website-down issues
- Ability to lift and/or move up to 25 pounds of materials.
- Ensemble Arts Philly’s Audience Services department provides ticketing and guest services to several additional organizations, which will work closely with and in support of this position.
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.
