Lead Patron Services Specialist – Evening & Weekend

Detroit Symphony Orchestra, Inc.; Detroit, Northern (MI, KY); Hybrid; USD 22,000 - 29,000; Part time

Job summary

The Lead Patron Service Representative at the Detroit Symphony Orchestra, Inc. supports and assists the Director and Manager of Patron Sales & Service in leading the Patron Sales & Service team to provide exceptional service and drive ticket sales.

This role supervises PSRs and handles complex customer issues with a focus on accuracy and efficiency. Part-time, onsite position requiring evenings, weekends, and holidays as per performance schedules, with duties including cash handling and

Qualifications

• 1+ year experience working in a box office.
• Demonstrated excellence in customer service.
• Detail-oriented and organized.
• Ability to multitask and efficiently work under pressure in a fast-paced environment.
• Strong leadership, communication, and interpersonal skills.
• Ability to act independently, take initiative, and meet changing priorities.
• Successful experience working in, and contributing to, a collaborative team environment.
• Ability to work evenings, weekends, and holidays as required by event schedules.

Responsibilities

• Lead and supervise a team of Patron Service Representatives in their day-to-day calls with patrons while providing guidance, training, and support.
• Assist with ticket sales during peak times using Tessitura to accurately process transactions.
• Ensure all box office operations comply with DSO policies, procedures, and safety regulations.
• Monitor and evaluate the performance of box office staff, providing feedback and guidance in support of exceptional customer service.
• Handle cash, credit card, and other forms of payment securely, ensuring all transactions are processed correctly.
• Address and resolve complex customer issues, complaints, and disputes in a professional and courteous manner.
• Stay current with DSO schedules, seating charts, and any changes to provide accurate information to patrons and staff.
• Provide information about events, seating options, pricing, and venue policies to patrons and staff
• Other duties as assigned.

Skills

Customer service

Leadership

Interpersonal skills

Communication skills

Multitasking

Detail orientation

Tools

Tessitura

Job description

The Lead Patron Service Representative at the Detroit Symphony Orchestra, Inc. supports and assists the Director and Manager of Patron Sales & Service in leading the Patron Sales & Service team to provide exceptional service and drive ticket sales.

This role supervises PSRs and handles complex customer issues with a focus on accuracy and efficiency. Part-time, onsite position requiring evenings, weekends, and holidays as per performance schedules, with duties including cash handling and