Patron Services Agent

Tennessee Performing Arts Center; Nashville (TN); On-site; USD 21,000 - 28,000; Full time

Job summary

Tennessee Performing Arts Center (TPAC) in Nashville seeks a Patron Services Agent to process ticket orders, handle inquiries, and support box office operations. You will use Tessitura CRM to manage transactions and provide effective service to patrons in person, by phone, and via email.

Ideal candidates have strong communication skills, at least 6 months of customer support experience, and the ability to work flexible day, evening, weekend, and holiday hours in a fast-paced environment.

Qualifications

• High school diploma or GED.
• Strong organizational skills.
• Strong written and verbal communication skills.
• Minimum 6 months of customer support experience.
• Solid working knowledge of MS Word, Excel, and Outlook.
• Ability to concentrate on multiple problems at once.
• Excellent time management and prioritization.
• Customer service savvy and ability to handle the public with care.
• Trusted to handle confidential material.
• Ability to prioritize and resolve critical issues.
• Flexible schedule including days, evenings, weekends and holidays.

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 Manager of Patron Services.
• Assists with communications with TPAC patrons including third-party translator needs.
• Provides event information for all shows at TPAC.
• Processes ticket orders and exchanges for all events at TPAC.
• Provides services to patrons in person at the Box Office.
• Monitors and responds to patron emails to the Box Office inbox.
• Works ticketed events, distributing will call tickets and handling walk-up sales.
• Performs outbound customer service calls as directed.
• Assists at information tables during season roll-out.

Skills

Customer service

Communication

Multitasking

Time management

Patience

Confidentiality

Education

High school diploma or GED

Tools

Tessitura CRM

Mitel phone system

Zoom/Microsoft Teams

MS Word

MS Excel

Outlook

Job description

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 daytime availability

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.