Part Time Patron Service Representative

Detroit Symphony Orchestra; Detroit (MI); On-site; USD 21,000 - 26,000; Part time

Job summary

Detroit Symphony Orchestra is seeking a Patron Service Representative to deliver outstanding customer service at ticketing and donation interactions. You will be the first point of contact for patrons and act as an ambassador, handling inquiries with care and professionalism.

Responsibilities include managing calls, in-person and online sales, processing donations, and ensuring accurate data entry and secure handling of money.

Qualifications

• 1–2 years in a ticketing or customer service environment.
• Strong verbal communication and comfort on the phone.
• Attention to detail and reliable money handling.
• Ability to work independently and in a team.

Responsibilities

• Monitor phones, ticket windows, and online sales during business hours and concert shifts.
• Provide excellent customer service during ticketing and donation interactions while maximizing value.
• Answer patron inquiries regarding the organization and concert experience.
• Resolve patron concerns and disputes promptly and discreetly with managers.
• Process donations and tickets for phone, window, and online sales accurately.
• Handle patron contact and financial information with integrity and confidentiality.
• Enter and update patron information in a timely manner.
• Perform general administrative duties and other box office tasks as needed.
• Reconcile money drawer against database reports daily.

Skills

Customer service

Phone skills

Attention to detail

Money handling

Independent work

Team player

MS Office

Education

High school diploma or equivalent

Tools

Tessitura

MS Office

Job description

Patron Service Representative

Position Summary: Patron Service Representatives (PSRs) are disciplined, outgoing, and energetic individuals who provide exceptional customer service to patrons during ticketing and donation transactions and general inquiries. They act as ambassadors for the organization and are helpful salespeople. PSRs interact with a diverse range of patrons and serve as the primary point of contact between most patrons and the DSO.

Responsibilities

• Monitor phones, ticket windows, and online sales during regular business hours and concert shifts.
• Provide excellent customer service during all ticketing and donation interactions while maximizing the value of each transaction.
• Thoughtfully and knowledgeably answer patron inquiries regarding the organization and concert experience.
• Work with managers to resolve patron concerns, complaints, and disputes promptly and discreetly.
• Assist with donation and ticketing processing and fulfillment for phone, window, and online sales in a timely and accurate manner.
• Handle patrons’ contact and financial information with the utmost accuracy, care, and confidentiality.
• Enter and update patron contact information in a timely and accurate manner.
• Perform general administrative duties and provide other box office assistance as needed.
• Reconcile money drawer against database reports daily.
• Perform other duties as assigned.

Required Qualifications

• High school diploma or equivalent experience.
• 1‑2 years’ experience in a ticketing or customer service environment.
• Strong verbal communication skills and comfort on the phone.
• Attention to detail, strong organizational skills, punctuality, and interpersonal skills.
• Basic math skills, including arithmetic and percentages.
• Experience handling money and demonstrated absolute integrity and honesty in handling credit card information, personal checks, and cash.
• Ability to act independently, take initiative, and meet changing priorities.
• Successful experience working in, and contributing to, a collaborative, team environment.

Desired Qualifications

• Interest in classical music and the arts preferred; knowledge of classical music is a plus.
• Experience typing and working with computers, including Microsoft Office programs.
• Experience with ticketing systems, specifically 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/or weekends, to meet the needs of the DSO’s performance schedule.
• All positions at the DSO require the successful completion of a background check prior to beginning employment. A criminal record does not automatically disqualify candidates.

Physical Requirements

• Standing, walking, and prolonged sitting may be required.
• Lifting, carrying, and pushing/pulling up to 50lbs.
• Climbing, stooping, kneeling, crouching, crawling, and reaching may be required.
• Manual dexterity, driving a motorized vehicle, and repetitive motions are also required.

Position Reports to: Director of Patron Sales and Service.