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Patron Services Supervisor

2 months ago

Santa Rosa, United States Luther Burbank Center for the Arts Full time $23 - $24
Job DescriptionJob DescriptionLuther Burbank Center for the Arts
Job Posting                                                                   

Job Title:                    Patron Services Supervisor                         Department:     Patron Services Department
Reports To:                Manager                                                        FLSA Status: Non-exempt/weekends & evenings
Location:                    Santa Rosa, CA                                              Hourly Rate:      $23-24 per hour

Luther Burbank Center for the Arts is a fascinating and rewarding workplace, offering a diverse and inclusive community of belonging. We strive to enrich the lives of all North Bay residents through diverse arts programming, including the students and teachers in our schools through our education and engagement programs. We are an Equal Opportunity Employer. We proudly value and encourage professional and personal growth to expand your skills and expertise.

Snapshot of the Role:
In this key role, you will assure the highest level of customer service to all patrons, guests, and vendors. You will work effectively within the Patron Services team and with team members of other departments. You will contribute to a welcoming environment for people of diverse backgrounds, age, and ability. You will plan and deliver accurate and timely administration of programs and projects.

Measure of Success:
  • Demonstrate personal responsibility for quality and timeliness of work performed by self and team
  • Able to keep focus on tasks despite interruptions and distractions
  • Considers lessons learned from experience, differing needs, and the impact of decision on others
  • Communicate effectively in verbal and written form in a respectful, timely, and clear manner
  • Demonstrate tact and diplomacy in diffusing customer complaints or difficult situations
All the duties and responsibilities you are entrusted with:
  • Fulfill ticketing orders via phone and in person with speed and accuracy
  • Train and supervise newly hired staff members in processing orders through Tessitura
  • Show builds including building platinum seating, discounted tickets, subscription and multi-show packages, and consignment tickets, VIP coordination 
  • Supervise day-to-day operations in alignment with department standards and expectations
  • Liaise with patron services associates on ticketing procedures and resolving issues in real-time
  • Act on opportunities to upsell performances, solicit memberships and donations
  • Ensure highest level of security and accuracy in handling and balancing all forms of monetary transactions
What Matters Most in this Role:
  • Excellent customer service skills
  • Demonstrated track record of leadership, including leading people of a variety of backgrounds, ages, and
  • Experience levels
  • Excellent organizational and multi-tasking skills
  • Creativity and resourcefulness
  • Direct sales experience and a proven track record of success
  • Strong interpersonal skills to collaborate with staff across departments and cultivate
  • Relationships in the community
  • Ability to work independently in a fast-paced, deadline-oriented environment with good cheer
  • Knowledge of Tesssitura Ticketing Software or other ticketing software experience preferred

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