Full-Time Audience Services Associate

The Philadelphia Orchestra and Ensemble Arts; Philadelphia (Philadelphia County); Hybrid; USD 36,000 - 46,000; Full time

Job summary

The Philadelphia Orchestra and Ensemble Arts, Inc. seeks a Full-Time Audience Services Associate to provide exceptional guest service across box office, call center and online channels.

The role supports ticketing for Broadway series, Ensemble Arts Presents, and renters, ensuring accurate orders and a positive patron experience. Responsibilities include answering inquiries, processing orders, upselling add-ons, and assisting with mailings and communications.

Qualifications

• High school diploma or equivalent.
• One year of customer service experience in a retail, call center, or performing arts environment.
• Experience working with diverse audiences is a plus.

Responsibilities

• Provide accurate information about performances, venues, and policies to guests by phone or email.
• Process single and subscription ticket orders, exchanges, and donations as needed.
• Use scripts to upsell add-ons like refund protection, parking, shipping and dinners.
• Work concert duty for in-person and digital performances.
• Record guest compliments, complaints, or notable situations for follow-up.
• Support mailings and communications with patrons; participate in other duties as directed by management.

Skills

Customer service

Communication

CRM software

Teamwork

De-escalation

Diversity awareness

Education

High school diploma

Tools

CRM systems

Job description

Title: Full-Time Audience Services Associate

Department: Audience Services

Reports to: Audience Services Manager

Summary

The Audience Services Associate is responsible for providing superlative customer service to all guests by adhering to the Mission, Vision and Values of Ensemble Arts Philly. Ensemble Arts Philly, Audience Services is the only authorized outlet for individual tickets to shows presented at the Kimmel Center, the Academy of Music and the Miller Theater (formerly the Merriam Theater). We provide comprehensive ticketing and customer service for the Broadway series, Ensemble Arts Presents, the Philadelphia Orchestra, Philadelphia Ballet, the Philadelphia Speakers Series and other renters of our venues. Audience Services facilitates sales for more than 1,800 performances annually through its online purchase path, Contact Center and Box Office.

Essential Functions

• Meet and exceed Audience Services Customer Service Standards.
• Provide accurate information about performances, campus venues, amenities and ticketing policies to all guests inquiring by telephone and email.
• Accurately process single ticket orders, subscription ticket orders, ticket exchanges and subscription ticket donations by telephone.
• Using provided scripts, solicit add-on donations and actively up-sell additional items including refund protection, parking, shipping and dinners.
• Work concert duty for in-person and digital performances.
• Provide knowledgeable and professional customer service to all guests.
• Record guest compliments, complaints or out of the ordinary situations or comments.
• Assist in preparation of mailings and other communications with patrons.
• Participate in other duties/tasks as requested by Management.
• Other duties as assigned.

Education and Experience:

• High school diploma or equivalent required.
• One (1) year of customer service experience working in a retail, call center, or performing arts environment.
• Experience working with diverse audiences and accessibility a plus.
• Customer Service experience preferred.

Knowledge/Skills/Abilities:

• Evenings and weekends required.
• Ability to interact with people from diverse backgrounds.
• Ability to deliver superior customer service.
• Strong communication skills and confident decision-making abilities.
• Familiarity with database and CRM Systems.
• Visible leadership skills and a desire to advance in the organization.
• Exhibits exceptional teamwork: including flexibility, respect, honesty and tact.
• Dedication towards Same Call Resolution and ability to deescalate conflict.
• Must act as an advocate for patrons, display ownership of issues and communicate up patron feedback trends to inform and better serve clients.
• Receptive to coaching and feedback and proactive in desire to improve individually and as a team.
• Excellent product knowledge, resourcefulness and organization.

Environment, Physical Demands and 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 the successful completion of a 90 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.

The Philadelphia Orchestra and Ensemble Arts, 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.