Patron Services Associate

The Asian American Arts Alliance, Inc.; Sault Ste. Marie (MI); Hybrid; USD 60,000 - 62,000; Full time

Benefits offered by this job

Generous paid time off

Medical, vision, dental insurance

403(b) retirement plan

Flex time

Professional development

Job summary

Seattle Arts & Lectures (SAL) is seeking a Patron Services Associate to be the daily steward of the PatronManager database and a frontline contact for patrons at box office inquiries. The role supports event operations, accessibility accommodations, and volunteer coordination, in a hybrid, year-round capacity based in Seattle.

Requirements include 2+ years in box office or CRM-based customer service and familiarity with PatronManager or similar platforms.

Qualifications

• Two or more years of relevant experience in box office, patron services, member services, or comparable public-facing customer service.
• Two or more years of experience working daily in a ticketing or CRM database — PatronManager, Tessitura, AudienceView, Blackbaud, or similar.
• Experience with PatronManager or other CRM ticketing platform, including reports and list views.
• Experience coordinating volunteers or seasonal staff.

Responsibilities

• Provide welcoming, authentic, and personal service to SAL patrons on the box office phoneline and inbox during posted hours, and on site at events.
• Process ticket orders, complimentary tickets, gift certificates, and discounts in accordance with policy, and resolve same-day inquiries.
• Complete daily data base updates and maintenance in PatronManager tied to the day's ticket sales.
• Assign reserved seating and coordinate accessibility accommodations for each event with patrons, venues, and vendors.
• Contribute to SAL’s ongoing accessibility audit, recommending improvements and keeping current with best practices in accommodations.

Skills

Box office

Patron services

CRM databases

Google Workspace

Excel

Mailchimp

Tools

PatronManager

Tessitura

AudienceView

Blackbaud

Job description

340 15th Ave E, Ste 301
Seattle, WA 98112

Reports to Director of Events and Outreach
Job Type Full time and Non-Exempt
Pay Range $60,000-$62,000K/Year

MISSION

Seattle Arts & Lectures (SAL) cultivates transformative experiences through story and language with readers and writers of all generations. They invite you to join a fun, book-loving team of 16 to fulfill the mission of SAL as a Patron Services Associate. SAL offers thoughtfully curated experiences through programs that are intergenerational in nature, bolstering both emerging and established literary artists, and inviting change and new perspectives in their audience. They believe these activities are essential to continuously and courageously revitalize equity, justice, and belonging. Their work both internally and externally is guided by their core values: joy, equity, curiosity, community, and accessibility.

SAL PROGRAM OVERVIEW

SAL champions the literary arts by engaging and inspiring readers and writers of all generations in the greater Puget Sound region. Through public literary programs, arts education programs, and community partnerships, SAL brings people together around the power of words and ideas. Their vision is a community where stories are treasured, creative and critical thinking brings us together, and everyone reads.

INCLUSION, DIVERSITY, EQUITY, & ACCESS

All staff actively participate in SAL’s ongoing efforts to become an anti-racist organization and embody an organizational culture that supports and reinforces inclusion, diversity, equity & access goals. Their 2026 Strategic Plan and SAL’s Equity Accountability Reports are available on the SAL website under About. This commitment and understanding should be demonstrated throughout the performance of the Patron Services Associate’s responsibilities and staff activities.

POSITION OVERVIEW

The Patron Services Associate is a point of contact for SAL’s patrons and a daily steward of the PatronManager database. Reporting to the Director of Events and Outreach, the role covers the box office inquiries during posted hours, maintains patron records, supports event operations, coordinates SAL’s accessibility accommodations and organizes event volunteer corps. Administrative reporting, performance review, and accountability sit with the Director of Events and Outreach; daily work direction and task coordination come from the Patron Services Manager.

The Associate maintains the accuracy and consistency of SAL’s patron records, supports the Patron Services Manager in building and testing each season in the system, and serves as a day-to-day resource for colleagues across SAL with PatronManager questions.

The position is full-time year-round. During event seasons, the work is patron-facing and event-driven. The remainder of the year, it centers on database maintenance, documentation, and volunteer coordination.

RESPONSIBILITIES

Patron Services & Box Office (60%)

• Provide welcoming, authentic, and personal service to SAL patrons on the box office phoneline and inbox during posted hours, and on site at events.
• Process ticket orders, complimentary tickets, gift certificates, and discounts in accordance with policy, and resolve same-day inquiries.
• Complete daily data base updates and maintenance in PatronManager tied to the days ticket sales.
• Assign reserved seating and coordinate accessibility accommodations for each event with patrons, venues, and vendors.
• Contribute to SAL’s ongoing accessibility audit, recommending improvements and keeping current with best practices in accommodations.
• Fulfill subscriber benefits (in-house mailings and Mailchimp), attendee book orders with partner bookstores, and merchandise orders including packing and shipping.
• Maintain box office process documentation and recommend process changes when patron issues recur.

Database & PatronManager Support (20%)

• Maintain patron records in database, weekly including new-accounts review, identifying duplicate records and other maintenance.
• Support the Patron Services Manager in building and testing each season in PatronManager.
• Serve as a resource for staff PatronManager questions, resolving routine issues independently and escalating complex ones, and keeping current with platform updates.
• Maintain and deepen PatronManager expertise through ongoing training and professional development.

Volunteer Coordination (10%)

• With the direction of the Patron Services Manager, recruit, onboard, schedule, and train event volunteers throughout the season and determine shift assignments and coverage for each event.
• Maintain the volunteer handbook and volunteer records and serve as the point of contact for volunteer questions year-round.
• Plan and carry out volunteer appreciation efforts.
• Develop and deliver onboarding and training materials for seasonal staff and volunteers.

Organizational & Team Engagement (10%)

• Work collaboratively as an active member of SAL’s Events and Outreach team, supporting colleagues across box office, public programs, and audience services.
• Attend and contribute to departmental and organization-wide meetings.
• Participate in ongoing equity work and trainings, including regular team equity meetings.
• Attend and support cultivation events, WITS events, SAL celebrations, and community functions as needed, building strong knowledge of SAL’s programs, priorities, impact, and community.

DIVERSE WORKFORCE STATEMENT

SAL values a diverse workforce and an inclusive culture in all areas of their work and culture. SAL is an equal opportunity employer. They recognize that opportunities in the arts have historically excluded and continue to disproportionately exclude Black and Indigenous people, people of color, people from working class backgrounds, people with disabilities, and LGBTQIA+ people. They strongly encourage individuals with these identities to apply. Strong candidates will bring a diverse set of skills, characteristics, and experiences, both professional and lived. SAL focuses on a holistic view of potential candidates and understanding that no single candidate will offer every desired skill and characteristic. The following offers an aspirational view of the ideal candidate profile, and they encourage applications from candidates with a wide range of experiences and backgrounds.

Requirements

MINIMUM QUALIFICATIONS

• Two or more years of relevant experience in box office, patron services, member services, or comparable public-facing customer service.
• Two or more years of experience working daily in a ticketing or CRM database — PatronManager, Tessitura, AudienceView, Blackbaud, or similar.

DESIRED QUALIFICATIONS

• Experience with PatronManager or other CRM ticketing platform, including reports and list views.
• Experience coordinating volunteers or seasonal staff.
• Experience creating and maintaining written procedures or training materials.
• Familiarity with accessibility practices and accommodations in public programming or live events.
• Comfort with Google Workspace, Excel including mail merge, Slack, Asana, and Mailchimp.
• Experience in arts, culture, education, or literary nonprofits, and genuine enthusiasm for books, reading, and literary community.

ADDITIONAL CONSIDERATIONS

• Evening and weekend hours are required, averaging 4 to 6 times per month, September through May and 1-2X week during peak fall and spring art seasons. Flex time is available to offset these commitments, and overtime is paid when flexing is not possible.
• Box office hours are Monday through Thursday, 12:00–5:00 pm, and Friday, 10:00 am–1:00 pm. On event days, box office hours are 10:00 am–12:00 noon and 6:00–8:00 pm. Remaining hours are scheduled with the Patron Services Manager.
• This is a hybrid position based in Seattle, WA.
• Training for this role is in-person during a three‑month orientation period, when you will be required to be in the office 4–5 days per week. After that period, SAL expects this position to work in-office at least two days per week, plus event days, schedule permitting.
• Reliable transportation to event venues throughout Seattle is required. A personal vehicle is not required; mileage is reimbursed when one is used.
• Relocation assistance is not provided for this position.

ESSENTIAL FUNCTIONS

This position requires extended periods of computer and telephone work, attendance at evening and occasional weekend events at venues throughout Seattle, periods of standing and moving during events, and the ability to communicate effectively in person, in writing, and by phone. SAL will engage in an interactive process to provide reasonable accommodations for qualified individuals with disabilities.

BENEFITS OVERVIEW

• Generous paid time off, including 20 vacation days/year starting your second year (15 days in year one), as well as 7 wellness days, 3 personal days, and holidays.
• SAL covers 100% of medical, vision, and dental insurance premiums for employees. Long-term disability and group life insurance are also covered, including an Employee Assistance Program.
• 403(b) retirement plan with a 3% gross salary contribution funded by SAL, plus an optional employee pre-tax contribution.
• Flex time as appropriate.
• Support and budget for professional development and growth.