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Client Relations Associate

2 months ago

Cleveland, Ohio, United States The Cleveland Orchestra Full time

Position: Customer Service Representative

Location: Cleveland, OH

Job Id: 206 # of Openings: 1

The Cleveland Orchestra is in search of a dedicated Customer Service Representative to join our team. This full-time role is essential in providing a warm, personalized, and knowledgeable experience to our guests. The ideal candidate will excel in building positive relationships with patrons, ensuring their satisfaction and exceeding expectations at every opportunity.

Key Responsibilities:

  1. Welcome all guests with professionalism and a friendly demeanor to create a welcoming atmosphere.
  2. Assist patrons with ticket sales for subscriptions and individual events, utilizing the Tessitura CRM system for transactions.
  3. Open and manage the ticket office operations efficiently, including closing out previous day’s transactions.
  4. Maintain and update patron information in the Tessitura database, adhering to data entry standards.
  5. Process student memberships and various ticket membership groups as required.
  6. Handle subscription order forms and provide assistance with seating arrangements.
  7. Respond knowledgeably to inquiries regarding performances, ticket policies, and event details.
  8. Ensure accurate entry of customer contact and billing information in the Tessitura system to enhance service personalization and support marketing efforts.
  9. Facilitate ticket exchanges and donations for patrons unable to attend scheduled performances, while clearly communicating exchange policies.
  10. Resolve guest service issues and provide troubleshooting support for order and seating concerns.
  11. Promote institutional sales goals by sharing information about subscriptions, membership options, and upcoming events.
  12. Close the ticket office at the end of the day, ensuring cash drawer accuracy.
  13. Assist with daily operations of the Ticket Office, including processing mailings and other administrative tasks as assigned.

Qualifications:

  • Three to five years of experience in a sales, guest services, or fundraising role, preferably in a nonprofit or performing arts setting.
  • Exceptional verbal and written communication skills, with the ability to engage effectively with diverse audiences.
  • Experience with CRM/ticketing systems; familiarity with Tessitura is highly desirable.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Flexible availability, including evenings, weekends, and holidays.
  • Strong attention to detail and experience with cash handling.
  • Proficient conflict resolution skills and the ability to maintain professionalism in challenging situations.
  • Good problem-solving abilities and strategic thinking skills.
  • A passion for Classical music is a plus.

We offer a competitive salary and a comprehensive benefits package, including medical and dental plans, a 403(b) plan with employer matching, and the opportunity to work with a prestigious orchestra.

The Cleveland Orchestra is committed to being an equal-opportunity employer that values diversity and fosters an inclusive work environment. We welcome applications from all qualified candidates, particularly those from equity-seeking groups.

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