Guest Experience Representative

Miami City Ballet; Miami Beach (FL); On-site; USD 24,000 - 34,000; Part time

Job summary

Miami City Ballet is seeking a Guest Experience Representative to act as the first point of contact for patrons across all channels, ensuring exceptional customer service at venues and events.

The role requires strong communication, multitasking, and an ability to work evenings, weekends, and holidays as per performance schedules. Proficiency with Tessitura and POS systems is preferred.

Qualifications

• Experience in customer service or live-event environment.
• Cash handling and POS experience preferred.
• Proficiency with Excel, Word and Teams; Tessitura experience preferred.
• Strong communication and interpersonal skills.
• Detail-oriented data entry and transaction balancing.

Responsibilities

• Serve as the first contact for patrons across phones and in person at venues, resolving inquiries promptly.
• Build rapport and anticipate patron needs to deliver excellent customer care.
• Maintain knowledge of Miami City Ballet events, seating, pricing, and directions to aid patron service.
• Provide patrons with season/program updates and subscription options, assisting sales when appropriate.
• Handle ticket orders by phone and at the box office; process subscriptions and payments.

Skills

Customer service

Cash handling

POS systems

Microsoft Excel

Tessitura

Communication skills

Team collaboration

Multichannel service

Time management

Tools

Tessitura

Box office software

Job description

Job Title: Guest Experience Representative

Department: Guest Experience & Patron Services

Reports to: Manager, Guest Experience

Status: Part-Time

Wage: $21.00

JOB SUMMARY

Each Guest Experience Representative is the VP of First Impressions and, as such, is responsible for providing the customer with excellent service and the best impression of Miami City Ballet. To do well in this role, the Guest Experience Representative must be customer-centric and service-oriented, with a positive, empathetic, and professional attitude toward customers at all times.

RESPONSIBILITIES

Guest Experience

• Serve as the first point of contact for patrons across all communication channels including phones and in person at venues, responding promptly and thoroughly to inquiries and resolving concerns and complaints efficiently.
• Build rapport, ongoing relationships, and credibility with patrons by delivering consistent, excellent customer care, anticipating patron needs, and initiating service recovery.
• Maintain strong working knowledge of MCB as an organization, the company of dancers, the season, and all events and performances, along with seating, pricing, fees, venue layouts, parking, and directions, to answer patron questions and provide an optimal customer experience.
• Provide patrons with insight and updates on the season, programs, and subscription package options, and answer inbound sales questions to increase sales, engagement, and service.
• Provide customer, subscriber, and relationship management support onsite at performances and activations; may be required to sell merchandise in venue and at the MCB studios.
• Capture patron feedback in CSI notes, share frontline feedback with Marketing and Development as appropriate, and provide ongoing feedback on the efficiency of the customer service process.
• Take and fill ticket orders for individual purchases by telephone and at the box office window, including order forms, modifications, exchanges, upgrades, and escalations, and fulfill ticket sales, subscriptions, and payments.
• Process group ticket orders, seat assignments, reservations, and booking modifications, including single-ticket (non-subscription) group sales and orders generated during group and subscription sales campaigns.
• Capture initial booking information on advance and large bookings for Guest Experience Supervisor review.
• Execute high-volume booking and transactional clean-up projects using documentation provided by the Manager, Patron Services and Director of Guest Experience and Ticket Services.
• Process all transactions through Tessitura and maintain accurate customer data at the point of entry.
• Prepare tickets for mailing or will call, and provide ticketing assistance and support for internal department needs.
• Responsible for ensuring daily batch reconciliations are balanced.

SKILLS AND QUALIFICATIONS

• Experience in customer service or customer support, ideally in a ticketing, box office, hospitality, or live-event environment.
• Comfortable working with computers and databases; ability to maintain accurate electronic records. Experience handling cash and processing point-of-sale machines preferred.
• Knowledgeable in Microsoft Excel, Word, and Teams. Prior experience with Tessitura or a comparable CRM/ticketing platform preferred.
• Strong product and service knowledge, with genuine interest in learning about the organization, season programs, dancers, and other information relevant to serving patrons.
• Excellent oral, interpersonal, and written communication skills, with the ability to hear patron suggestions and complaints, respond clearly, and adapt message and style to different patron types.
• Accuracy and attention to detail when entering orders and patron data, and when balancing daily transactions.
• Strong time management skills, responding to patrons promptly and resolving issues within established timeframes.
• Takes responsibility for the patron, providing solutions that meet expectations within MCB guidelines and policies.
• Team collaboration, recognizing that long-lasting patron relationships and seamless service require working well with colleagues.
• Personal qualities aligned with the values of MCB.
• Ability to work evenings, weekends, and holidays as required by the performance schedule.
• Ability to travel between the Miami, Broward, and West Palm Beach markets for venue performances, and to the MCB studios.