Guest Services Associate

2 weeks ago

Philadelphia, United States Opera Philadelphia Full time

**Opera Philadelphia is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of anti-racism and to providing employees with a work environment free of discrimination and harassment. All hiring decisions are based on business needs, job requirements and individual qualifications. We do not discriminate in our process based on race, color, religion or belief, age, gender identity, sexual orientation, disability, or family status. Opera Philadelphia strongly encourages individuals from historically marginalized communities to apply.**

**Type of**

**Employment**: Hourly, Part-time (15 hours/week)

**FLSA Status**: non-e**xempt

**Reports to**: Guest Services Manager

**Compensation**: $18.00/hour

**Department**: Guest Services

**Important Staff***

**Relationships**:VP of Institutional Advancement; Director of Guest Services; Director of Marketing

**Central Role**: The Guest Services Associate is responsible for providing exceptional customer service to all Opera Philadelphia patrons, which include subscribers, members, and ticket buyers both current and potential. They will possess comprehensive knowledge of Opera Philadelphia’s performances and events and work diligently to ensure an extraordinary and welcoming patron experience.

**Responsibilities**:

- Provide exceptional customer service for Opera Philadelphia patrons
- Process subscription/package/pass sales, group and single ticket orders, exchanges, ticket donations, and contributions; ensure accuracy for financial accountability and reporting
- Assist with processing and tracking vouchers for donations to organizations
- Possess expert product knowledge and enthusiasm for opera
- Make product recommendations and actively upsell ticket packages, engagement events, and memberships to build patron affinity
- Participate in targeted outbound telefunding and telemarketing efforts
- Field customer service issues, record patron feedback and preferences, and identify prospects for further cultivation
- Serve as an Opera Philadelphia representative at performances and events by providing various services at several of our venues including but not limited to ticketing, wayfinding, and customer service
- Assist with mailings, patron correspondence, and data entry projects
- Participate in ongoing consumer research and data collection for analysis Related duties as assigned

**Qualifications**:

- Outstanding customer service skills
- 2+ years of experience in ticketing, live entertainment or similar
- Excellent verbal and written communication skills
- Meticulous attention to detail and strong organizational skills
- Working knowledge of Microsoft Office/Outlook
- Familiarity with ticketing software, preferably Tessitura, a plus
- Experience providing customer service by phone
- Good work ethic, high standards, and the ability to work in a team environment
- Must exercise good judgment, show initiative, and handle sensitive data in a confidential manner
- Discretion, maturity, and composure, especially under pressure
- Interest/knowledge in opera, music, or the performing arts
- Ability to work flexible days and hours to provide proper coverage

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