Manager, Patron Services Center

Houston Symphony Society; Houston (TX); On-site; USD 48,000 - 50,000; Full time

Job summary

Houston Symphony Society is seeking a Manager, Patron Services Center (PSC) to lead the Patron Services Center team in Houston, TX. This full-time role oversees daily PSC operations, trains staff in sales, customer service, and data standards, and coordinates with the telemarketing arm to ensure accurate orders and seating availability.

The ideal candidate has 2–3 years box office experience with strong communication, organization, and people skills, plus comfort with evening/weekend hours and

Qualifications

• 2–3 years box office experience with exceptional customer service.
• Proven record of excellent customer service and diplomacy with diverse patrons.
• Organized, enthusiastic self-starter with attention to detail, time management, and ability to multitask.
• Excellent written and verbal skills.
• Availability for evenings and weekends.
• Ability to lift up to 30 lbs.

Responsibilities

• Train PSC representatives in sales, customer service, and data standards; develop training materials; coach on cross-selling and donation asks; monitor performance.
• Oversee PSC daily operations: scheduling, web ticket exchanges, mail, will-call, batch printing, and phone handling.
• Maintain ticket policies and advise on changes as needed; liaison with outbound telemarketing; ensure order accuracy and seating availability.
• Manage guest service across in-person, phone, and email channels; resolve issues promptly and professionally.
• Monitor Tessitura patron accounts; merge records to reduce duplicates; update communications preferences.
• Assist the Director, PSC with sales incentives, subscription seating, patron retention, online orders, and staffing decisions.
• Manage PSC show-time duties and perform other duties as required.

Skills

Customer service

Phone etiquette

Attention to detail

Multitasking

Time management

Communication skills

Professional demeanor

Education

Bachelor's degree in marketing, advertising, PR, or music

Tools

Microsoft Excel

Tessitura CRM

CRM systems

Ticketing systems

Job description

Job DetailsJob Location: Esperson - Houston, TX 77002Position Type: Full TimeSalary Range: $48,000.00 - $50,000.00 Salary/yearJob Category: MarketingJob Title: Manager, Patron Services Center (PSC)

Department: Patron Services Center

Reports to: Director, Patron Services

Status: Regular, full-time, exempt from overtime

Essential Job Functions:

• Train part-time Patron Services Center (PSC) representatives in sales, customer service, and data standard practices. Develop and maintain training materials. Provide ongoing sales coaching in cross-selling, upselling, and donation asks to employees within the box office. Monitor performance to ensure that all representatives are providing superior customer service.
• Manage daily operations of the PSC, including:
  • Employee scheduling for call center and concert-time shifts; tracking hours and staffing budget
  • Web ticket exchanges and donations
  • Ticket batch printing
  • Will-call coordination
  • Mail processing and distribution
  • Telephone on-hold messaging and voicemail
  • Fulfillment of silent auction donation requests
  • Inbound phone calls during times of peak volume
  • Communication of sales campaigns (current promotions, new concerts, etc.)
• Uphold current ticket policies and advise on changes and adjustments as necessary
• Serve as PSC liaison to outbound telemarketing arm of the Houston Symphony process and ensure accuracy of orders, partner with Campaign Manager to resolve customer issues, provide package and seating availability, and attend telemarketing campaign meetings
• Maintain the highest level of guest service, managing and resolving in person, over the phone, and via email customer service issues, in a timely and professional manner
• Monitor PSC patron account set up within Tessitura database to uphold organizational data standards. Merge constituent records to alleviate duplication. Update patron communications preferences as needed (do not call, do not mail, etc.)
• Assist the Director, PSC with:
  • Development and tracking of PSC sales incentives
  • Subscription seating
  • Patron retention efforts
  • Fulfillment of online subscription orders
  • Personnel hiring, evaluation and discipline
• Manage show-time PSC concert duty as scheduled
• Perform additional duties as required by the Houston Symphony Society

Qualifications

• Friendly and personable with a professional demeanor.
• 2-3 years box office experience with exceptional customer service skills, and a great phone manner.
• Proven record of excellent customer service and experience in dealing with a wide variety of people in a diplomatic manner.
• Organized, enthusiastic self-starter who pays meticulous attention to detail, is adept at time management and multi-tasking, and has a passion for music.
• An undergraduate degree in marketing, advertisement, public relations or music is preferred.
• Excellent written and verbal skills.
• Relevant experience in arts administration, a related industry, or not-for-profit organization is preferred.
• Proficient with Microsoft Office, especially Excel.
• Knowledge of ticketing and CRM systems is highly desirable and experience with Tessitura is a plus.
• Availability for evening and weekend work is essential.
• Ability to lift and carry inventory up to 30 lbs. is required.