Part Time Lead Patron Service Representative

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

Start Date 09/17/2026

End Date 09/24/2026

Overview

Position Type

Part Time

Category

Marketing

LEAD PATRON SERVICE REPRESENTATIVE

Department: Patron Sales and Service

FLSA Status: Exempt

Salary Grade: 2

Salary Wage: $18.50 per hour

Work Location: Onsite

FT/PT: Part-time

Last Revision Date: September 15, 2026

The Organization: The Detroit Symphony Orchestra (DSO) is known internationally for trailblazing performances, collaborations with the world’s foremost musical artists, and a deep commitment to serving our community. Making its home in historic Orchestra Hall at the Max M. and Marjorie S. Fisher Music Center, the DSO actively pursues its vision to be an inclusive and culturally relevant community where all people can experience their world through music.

The DSO is a complex organization. Operating365 daysper yearin historic Orchestra Hall, one of America’s most acoustically perfect concert halls,we are a performing arts institution, an educational facility, and a community center. We are governed by an independent Board of Directors and employ both union and non-union employees as musicians, stage crew, and administrative staff. Creating a unified culture throughout the institution is an organizational imperative, and we are guided byourvalues ofexcellence,inclusion,care,collaboration,and innovation.The DSO is also deeply invested in the city of Detroit; throughour Detroit Strategy initiative, we are expanding the DSO’s participation in the growth and well‑being of the city.

The DSO offers a unique, fast‑paced working environment,an excellent overall compensation package, andis an Equal Opportunity Employer.Formore information visit www.dso.org .

Position Summary:

The Lead Patron Service Representative (PSR) supports and assists the Director and Manager of Patron Sales & Service in leading the operations of the Patron Sales & Service team to provide exceptional service and drive ticket sales for the Detroit Symphony Orchestra. This role will provide oversight and support to PSRs in their day-to-day work with patrons, ensuring a high standard of customer service, and help resolve tasks that require more experience and knowledge. The Lead will be responsible for supervising ticket sales, handling complex customer issues, and assisting with administrative tasks.

Specific Duties and Responsibilities:

• Lead and supervise a team of Patron Service Representatives in their day-to-day calls with patrons while providing guidance, training, and support. At all times, ensure a high level of customer service is maintained by box office staff.
• 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.
• In collaboration with the Director of Patron Sales & Service, monitor and evaluate the performance of box office staff, providing feedback and guidance in support of exceptional customer service. Report any performance issues to the Director of Patron Sales & Service.
• Handle cash, credit card, and other forms of payment securely, ensuring all transactions are processed correctly. Enforce cash handling and customer service standards.
• 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.
  

Required 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

Desired Qualifications:

• Knowledge of Classical, Popular, and/or Jazz music
• Experience with ticketing systems, preferably Tessitura
• Demonstrated experience and investment in issues of diversity, equity, and inclusion

Additional Information:

• This is an hourly, non-union position
• Successful candidates must be available to work a varying schedule, including nights and weekends, to meet the needs of the DSO’s performance schedule
• All positions at the DSO require the successful completion of a background check before beginning employment. A criminal record does not automatically disqualify candidates

Physical Requirements:
This role primarily works in an office environment and frequently has prolonged periods of sitting and looking at a computer screen. Additional responsibilities include:

Never

0%

Seldom

5% - 25%

Occasionally

26% - 50%

Periodically

51% - 75%

Frequently

76% - 100%

Standing

X

Walking

X

Prolonged Sitting

X

Lifting/carrying up to 10 lbs.

X

Lifting/carrying 10 - 25 lbs.

X

Lifting/carrying 26 - 50 lbs.

X

Lifting/carrying more than 50 lbs.

X

Pushing/Pulling

X

Climbing

X

Stooping/Kneeling/Crouching/

X

Reaching

X

X

Driving a Motorized Vehicle

X

Repetitive Motions

X

Position Reports to: Director of Patron Sales & Service

Ifaccommodationis neededto ensure your successful participation in the

application or interviewprocess, please reach out to [e-mail] for assistance.