Patron Services Coordinator

The Atlanta Opera; Atlanta (GA); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Benefits package

Job summary

The Atlanta Opera is seeking a Patron Services Coordinator to support the Box Office Sales Manager and deliver outstanding customer service to all patrons. This role involves managing ticketing operations, addressing patron inquiries and issues, and supporting front-of-house activities during events for a seamless experience.

The position emphasizes maintaining an organized box office, processing physical and electronic tickets, protecting customer data, and handling special projects as assigned

Qualifications

• Two years minimum box office/ticketing experience.
• Proficiency with Tessitura or similar ticketing software.
• Proficient in Word, Excel, and PowerPoint; Adobe Acrobat a plus.

Responsibilities

• Handle ticketing operations including fulfillment, will call, and troubleshooting.
• Address patron inquiries and issues promptly and courteously.
• Support box office during performances and assist front-of-house operations.
• Maintain organized box office area and ensure systems are operational.
• Process and distribute tickets per established procedures.
• Ensure data privacy and security when handling customer information.
• Complete special projects as assigned by the ADM.

Skills

Patience/Flexibility/Customer attitude

Customer Management

Organizational Skills

Communication Skills

Team Collaboration

Tools

Tessitura

Microsoft Office

Adobe Acrobat

Job description

Reports to: Sales Manager
Work Schedule:Full-time
Compensation: $50,000 Annual + Benefits Package
Overtime Eligibility: No, Exempt

POSITION SUMMARY

The Patron Services Coordinator supports the Box Office Sales Manager to deliver outstanding customer service to all patrons of the Atlanta Opera. This role involves managing ticketing operations, addressing patron inquiries and issues, and supporting front-of-house activities during events. The Patron Services Coordinator ensures a seamless and enjoyable experience for all visitors, contributing to the overall success and reputation of the Atlanta Opera.

GENERAL DUTIES AND RESPONSIBILITIES

Position responsibilities include, but are not limited to, the following duties, in addition to other duties as assigned.

• Handle ticketing operations of the Box Office including fulfillment of ticket orders, creating and maintaining patron accounts, handling inperson inquiries,will call, and ticketing troubleshooting
• Promptly and courteously address patron ticketing problems and requests, in line with company policies.
• Manage ticketing issues during performances at the Mainstage Box Office, including sales, lost tickets, unsatisfactory seats, last-minute exchanges, and ticket donations.
• Assist front-of-house operations during events, including managing will-call tickets and supporting crowd management.
• Maintain a well-organized and efficient box office area, ensuring supplies are stocked and systems are operational.
• Process and distribute both physical and electronic tickets according to established procedures.
• Ensure compliance with data protection and privacy regulations in handling customer information.
• Complete special projects as assigned by the ADM.

COMPETENCIES & QUALIFICATIONS

• Patience, Flexibility, and Customer-Friendly Attitude: Demonstrates a calm and adaptable approach, ensuring a positive experience for all patrons.
• Customer Management: Effectively handles customer interactions, resolving issues promptly and courteously.
• Organizational Skills: Exhibits strong organizational abilities, maintaining an orderly and efficient box office environment.
• Communication Skills: Possesses excellent written and oral communication skills, facilitating clear and effective interactions with patrons and team members.
• Team Collaboration: Thrives in a fast-paced team environment, contributing to the collective success of the box office operations.

MINIMUM REQUIREMENTS

• Experience: Minimum of two (2) years in box office/ticketing and customer service preferred.
• Technical Skills: Experience with Tessitura or other ticketing software preferred. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) required. Adobe Acrobat experience is a plus. Ability to quickly learn new software programs.
• Work Schedule: Position requires late and irregular working hours, including evenings and weekends, particularly during the opera season. Availability for performance dates is essential.
• Physical Requirements: Ability to sit at a desk for extended periods (up to and over eight hours per day). Ability to communicate effectively using a phone and headset.
• Safety: Must perform the functions of the position in a safe manner.