Customer Service Representative

2 weeks ago

Cleveland, United States The Cleveland Orchestra Full time

**Position:** Customer Service Representative **Location:** Cleveland, OH

**Job Id:** 206 **# of Openings:** 1 The Cleveland Orchestra is seeking a full-time **Customer Service Representative** who will be a highly visible, guest-facing member of the team, responsible for ensuring that guests receive welcoming, personalized and knowledgeable assistance that is delivered effectively and accurately. Customer Service Representatives are required to build positive, loyal relationships with our guests - ensuring their total satisfaction and that expectations are exceeded at every opportunity. The staff in this position enjoys interacting with people and derives satisfaction from exceeding guests expectations.

Customer Service Representatives are members of the Local 756 of the Treasurers and Ticket Sellers Division, International Alliance of Theatrical Stage Employees and Moving Picture Machine Operators of the United States and Canada, AFL-CIO. Membership is not required to apply, but must be obtained within 30 days of employment.

Position responsibilities include the following:

* Greet all guests with a high level of professionalism and personalized, upbeat and welcoming service to establish rapport.

* Assist guests with subscription or individual ticket sales transactions, by phone or at the window, utilizing the Tessitura CRM system for all events at Severance Hall. These include concerts by The Cleveland Orchestra, its presentations, and independent promoters/rental clients.

* Accurately open the ticket office at the start of the day, including completing the previous days close out.

* Input and update patron information in Tessitura database system following data entry standards, as needed.

* Process student memberships and all other Cleveland Orchestra ticket membership groups as needed.

* Process subscription order forms and assist with subscription seating.

* Knowledgeably and accurately answer questions regarding performance content, ticket policies, and event logistics.

* Ensure that customer contact and billing information is accurately and completely entered into the Tessitura CRM system for use in personalizing service/relationship building, tracking orders, and marketing campaigns.

* Process ticket exchanges and ticket donations for guests who are unable to attend a concert that is part of their subscription series; find replacement tickets for the guest, and ensure that the guest is aware of all exchange policies.

* Problem solve and resolve guest service issues. Provide trouble shooting in helping to resolve order and seating issues.

* Support institutional sales goals by proactively providing information about subscriptions, Members Club, and Build Your Own packages, as well as upcoming performances and special events.

* Accurately close out window at end of day and balance cash drawer.

* Assist in the daily operations of the Ticket Office including assembling and processing mailings, filing, and other duties as assigned.

The successful candidate will meet the following qualifications:

* Three to five years experience working in a sales, guest experience, or fundraising environment. Nonprofit or performing arts experience preferred.

* Excellent verbal and written communication skills; ability to interface with internal and external constituencies.

* Experience working in CRM/ticketing systems; Tessitura is strongly preferred.

* Ability to successfully handle multiple priorities in sometimes highly stressful situations.

* Ability to accommodate a flexible schedule, including evenings, weekends, and holidays.

* Demonstrated ability to perform in a fast paced, dynamic work environment.

* High attention to detail and significant cash handling experience.

* Possess highly developed conflict resolution skills and the ability to diffuse tense situations in a calm, professional manner.

* Good problem solving and strategic thinking skills.

* Knowledge of and passion for Classical music is a plus.

We offer a competitive salary, very generous medical and dental plan benefits, 403(b) plan with employer match, and the opportunity to work with a world-renowned Orchestra.

The Cleveland Orchestra is proud to be an equal-opportunity employer that strongly supports and values diversity and fosters an equitable and inclusive work environment which includes accommodation. Applications from all qualified candidates are welcome, and individuals from all equity-seeking groups are encouraged to apply.

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