Patron Services Agent

Tennessee Performing Arts Center; Nashville (TN); On-site; USD 2,066,000 - 3,031,000; Part time

Job summary

Tennessee Performing Arts Center (TPAC) seeks a Patron Services Agent to process ticketing transactions and respond to patron inquiries using Tessitura CRM. You will handle calls, emails, and in-person requests with accuracy and courtesy, and provide frontline service for shows at TPAC/War Memorial Auditorium.

Ideal candidates have 6+ months in customer support, strong communication skills, and the ability to work a flexible schedule including nights and weekends.

Qualifications

• High school diploma or GED required.
• Minimum 6 months experience in customer support.
• Proficient with Windows applications (MS Word, Excel, Outlook).
• Excellent written and verbal communication skills.
• Ability to handle confidential material and prioritize issues.

Responsibilities

• Contributes to a team culture focused on respect and collaboration.
• Provides call center support for incoming/outgoing calls and voicemails.
• Responds to customer service issues as directed by Box Office Manager.
• Handles ticket orders, exchanges, and in-person box office interactions.
• Monitors patron emails and supports night/weekend operations.
• Assists with information tables during season roll out.

Skills

Customer service

Communication

Time management

Multitasking

Office software

Phone support

Education

High school diploma or GED

Tools

Tessitura CRM

MS Word

Excel

Outlook

Mitel Phone System

Zoom/Microsoft Teams

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Part-time Regular Nashville, TN, US

Position Status:Part-Time
Exemption Status: Non-Exempt
Reports to:Box Office Manager
Location:Onsite at TPAC's Box Office

Position Overview

The Patron Services Agent processes ticketing transactions quickly and accurately using Tessitura CRM software and fields phone, email, and in-person patron inquiries. With a focus on excellence, this position ensures client and patron satisfaction, through broad product knowledge and precise order processing for all events at the Tennessee Performing Arts Center/War Memorial Auditorium. This position is a positive team player, engaged with our company and TPAC’s mission, and serves as a physical representation of TPAC’s core values. By balancing creative solutions with understanding and patience, the Patron Services Agent is an active, accurate, and valuable front line service provider for our patrons, clients, and fellow staff members.

Primary Responsibilities

• Contributes to a team-based culture focused on respect, communication, inclusivity, and collaboration.
• Provides call center support for all incoming and outgoing calls.
  • Follows up on voicemails left by patrons for all call center lines.
  • Responds to customer service issues as directed by Manger of Patron Services.
  • Assists with special communications with TPAC patrons including those requiring a third-party translator.
  • Provides event information for all shows at TPAC.
• Processes ticket orders and exchanges for all ticketed events held at TPAC’s venues.
• Provides the aforementioned services to patrons in person at the Box Office.
• Monitors and responds to patron emails sent to the Box Office inbox.
• Works ticketed events, distributing will call tickets and handling walk-up ticket sales.
• At direction of Box Office Management, implements outbound customer service calls to ticket buyers.
• Assists in providing support at information tables during season roll out.

The responsibilities listed above are not all inclusive. Other related duties may be assigned.

Availability:

• Seeking primarily night and weekend availability, some daytime shifts available.

Skills and Knowledge

Required:

• High school diploma or general education degree (GED).
• Strong organizational skills.
• Strong written and verbal communication skills.
• Previous 6 months experience in customer support.
• Solid working computer knowledge of standard Windows computer applications including MS Word, Excel, & Outlook.
• Able to concentrate on multiple problems at once.
• Excellent time management and prioritization skills.
• Customer service savvy and ability to handle the public with care.
• Trusted to handle confidential material.
• The ability to prioritize and identify critical issues, and work towards resolutions.
• Capacity to accommodate a flexible schedule, including daytimes, evenings, weekends, and holidays as well as being able to perform in a fast-paced, dynamic work environment.

Highly Desired:

• Two or more years customer service experience and/or training. Knowledge and familiarity with the Tessitura ticketing system. Bilingual fluency in Spanish.

Encouraged:

• Previous box office experience and passionate about the performing arts.

Software and Services Used

• Microsoft Office Suite - primarily Outlook
• Tessitura CRM
• Mitel Computer Based Phone System
• Zoom/Microsoft Teams
  

Frequent Functions and Working Conditions

Frequent Functions:

Working in an office environment and customer-facing role. Comfort with navigating both front of house and backstage areas. Night and weekend operations show support.

• Physical: Seeing, Hearing/Listening, Dexterity, Ascending/Descending Stairs, Standing/Being Stationary for long periods of time
• Mental: Understanding & writing simple written/verbal communications, Analysis/Problem Solving, Judgement/Decision Making, Spatial Awareness, Basic Math Skills
• Work Environment: Shift work, Works with others, independent work, Verbal Communication, Face to Face Contact
  

Occasional Functions:

• Physical: Lifting/Moves/Transports 30 lbs., Pushing/Pulling, Bending/Stooping
• Work Environment: Ability to work outside in all weather conditions including seasonably hot or cold temperatures, Loud Environments

TPAC is an Equal Employment Opportunity employer. All aspects of the employment process will be merit-based and applied without discrimination on the basis of race, color, religion, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship or other protected characteristics.