Patron Services Agent

Tennessee Performing Arts Center Management Corp; Nashville (TN); On-site; USD 21,000 - 33,000; Part time

Job summary

Tennessee Performing Arts Center (TPAC) is seeking a Patron Services Agent to handle ticketing transactions, answer patron inquiries, and provide excellent service for events at TPAC/War Memorial Auditorium. You will use Tessitura CRM and assist patrons in person, by phone, and by email.

The role emphasizes accuracy, a customer-focused approach, and teamwork as a frontline representative of TPAC’s mission and values. Evening and weekend availability is essential.

Qualifications

• High school diploma or GED.
• Strong organizational and communication skills.
• At least 6 months of customer support experience.
• Proficient with MS Word, Excel, and Outlook.
• Ability to handle multiple tasks in a fast-paced environment.
• Flexible schedule including nights, weekends, and holidays.
• Knowledge of Tessitura is a plus.

Responsibilities

• Provide call center support for all lines.
• Respond to patron emails and phone inquiries.
• Process ticket orders and exchanges at TPAC venues.
• Sell tickets in person at Box Office and manage will call.
• Coordinate outbound customer service calls with Box Office Management.
• Assist with information tables during season roll-out.
• Maintain patron information with confidentiality.
• Availability for nights and weekends; some day shifts may be available.

Skills

Customer service

Communication

Organizational skills

Experience in customer support

Problem solving

Education

High school diploma

GED

Tools

MS Word

Excel

Outlook

Tessitura CRM

Mitel

Zoom/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

3 days ago Requisition ID: 1351

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.