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Member Service Representative
2 months ago
DEPARTMENT: Development
REPORTS TO: Donor Services Manager
STATUS: Full Time/Non-Exempt
POSITION CONCEPT:
This key frontline position serves the Mission, Vision and Values of REH, Inc. by providing superior, high end ticketing and concierge services to major donors, and providing administrative support to the Development Department. This team player understands the importance of maintaining positive client relationships to benefit effective donor stewardship. Monitor daily development ticketing operations, ensuring accurate ticket processing, seating and coordinating use of VIP holds. Sets the tone for member lounge experience by working the Dress Circle at shows on a rotating basis at both Ruth Eckerd Hall and the Bilheimer Capitol Theatre. Support ticket sales and development goals by renewing memberships, signing up new members, in up-selling products and services. Provide administrative support for development activities, including gift records, membership materials, acknowledgements, record maintenance and other correspondence.
ESSENTIAL FUNCTIONS:
- Ensure high-end customer service to all VIP constituencies including members, donors, corporate VIPs, sponsors, and other designated VIPs in fulfilling ticketing needs.
- Oversee day-to-day ticketing operations for Development department including the clearance, trade and release of VIP holds in Tessitura, fulfillment of unpaid orders, ticket requests, returns and exchanges.
- Update donor records as directed. Field billing questions and other general inquiries from members.
- Communicate any patron/member customer service issues and document in CMS database (Tessitura)
- Maintain waiting and upgrade lists for COS members.
- Prepare, maintain and distribute event information.
- Cover the Dress Circle lounge entry during shows at Ruth Eckerd Hall and Bilheimer Capitol Theatre on a rotating basis, ensuring that only members with a valid membership card are given access.
- Generate and process renewals, gift entry, acknowledgements, parking passes and other correspondence.
- Support growth of membership and tickets sales through membership drives, up-selling, promotions and stewardship programs. Make a minimum number of outbound calls for the purpose of membership renewals, up sells and to solicit new members.
- May be required to assist with general ticketing services and/or reception coverage on occasion (i.e. public sale). Professionally represent Ruth Eckerd Hall at all times.
- Complete all other duties as assigned.
- High school diploma.
- One to three years in a customer service or public contact role.
- Sales or concierge experience preferred.
- Demonstrated willingness and ability to provide outstanding customer service skills.
- Ability to effectively communicate with key management staff.
- Ability to work effectively with patrons and staff to meet needs.
- Ability to transcribe numbers accurately and handle transactions.
- Demonstrated proficiency with computer skills including Microsoft office.
- Ability to manage high volume of inbound inquiries including phone calls and emails.
- Demonstrated mastery of ticketing processes, preferably with Tessitura.
- Ability to multi-task and to be successful in a high volume fast paced environment.
- Ability to lift and carry up to 25 lbs.
- Ability to operate a computer terminal.
- Ability to operate basic office machines.
- Ability to maintain good attendance is a condition of employment and a function of this position.
- Ability to work flexible hours including evenings, nights and weekends.
- Successful completion of a background check and drug screen.
Ruth Eckerd Hall is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.
All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our patrons and contributing to the financial success of the organization and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact a human resources representative.
