Audience Services Representative

Pacific Northwest Ballet; Seattle (WA); On-site; USD 29,000 - 30,000; Full time

Benefits offered by this job

Health insurance

401k

PTO

Job summary

Pacific Northwest Ballet seeks a Patron Services Representative to handle ticketing, subscriptions, donations, and inquiries over the phone, online, and in person, delivering outstanding service while supporting our equity values.

The position requires customer service experience (arts preferred), comfort with Windows and CRM systems (Tessitura a plus), and the ability to stay poised in a fast-paced environment.

Qualifications

• Customer service experience, preferably in the arts.
• Previous experience in fundraising preferred.
• Demonstrated ability to remain calm in high-volume, fast-paced environment.
• Proficiency with Microsoft Windows OS and CRM software, Tessitura experience a plus.
• Excellent verbal and written communication skills.
• Ability to problem solve under pressure and manage competing priorities independently and as a member of a team.
• A passion for the arts, music, dance, and/or theatre is preferred.

Responsibilities

• Respond to patron ticketing needs over the phone, via email, and in person, presenting options, information, and resources as needed to deepen engagement with PNB
• Make outbound phone calls to solicit donations, renew subscriptions and steward relationships with patrons
• Maintain a high level of accountability and professionalism in order to meet the demands of PNB’s patron-centric customer service standards
• Follow procedures, process flows, and guidelines with attention to detail
• Track and apply new promotional offers when applicable
• Process mail and will call
• Participate in additional projects as needed, including but not limited to database maintenance and restocking office supplies

Skills

Customer service

Fundraising

Calm under pressure

Excellent communication

Problem solving

Tools

Windows OS

CRM software

Tessitura

Job description

Pacific Northwest Ballet values equity, diversity and inclusion as guiding organizational principles. We seek to reflect and embrace our community, and provide a welcoming and inclusive environment where artists, audiences, students, staff and volunteers of all backgrounds learn, collaborate, and participate for the benefit of all.

OVERVIEW

PNB is seeking a representative in our Patron Services Department. Our Patron Services Representative represents PNB over the phone, online and in-person selling single tickets and subscriptions, soliciting donations, and providing excellent customer service while upholding our equity practice.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to patron ticketing needs over the phone, via email, and in person, presenting options, information, and resources as needed to deepen engagement with PNB
• Make outbound phone calls to solicit donations, renew subscriptions and steward relationships with patrons
• Maintain a high level of accountability and professionalism in order to meet the demands of PNB’s patron-centric customer service standards
• Follow procedures, process flows, and guidelines with attention to detail
• Track and apply new promotional offers when applicable
• Process mail and will call
• Participate in additional projects as needed, including but not limited to database maintenance and restocking office supplies

QUALIFICATIONS AND SKILLS

• Customer service experience, preferably in the arts
• Previous experience in fundraising preferred
• Demonstrated ability to remain calm in high-volume, fast-paced environment
• Proficiency with Microsoft Windows OS and CRM software, Tessitura experience a plus
• Excellent verbal and written communication skills
• Ability to problem solve under pressure and manage competing priorities independently and as a member of a team
• A passion for the arts, music, dance, and/or theatre is preferred

PHYSICAL DEMANDS AND ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Position requires long periods of sitting, typing, and looking at computer screens
• May require standing for up to two hours at a time
• Typical office lighting, equipment, and ambient temperatures

Pay Range

$21.30 - $21.99/hour; Hourly, Non-exempt

Benefits

This is a full-time, benefits eligible position (health insurance, 401k and PTO). Go to https://www.pnb.org/about/employment/ for more information

Schedule

- Full time – 36 hours on an average week

• 10 a.m. to 6 p.m. Monday through Friday Saturdays, Sundays, and evenings on show weeks, including every Saturday between November 20 and December 28 (Days off will rotate during this period)