Guest Services Manager

The Dallas Symphony has an exciting opportunity for a ticketing and customer service professional to serve as a Guest Services Manager (GSM). The GSM oversees box office management for DSO and third-party performances at Morton H. Meyerson Symphony Center and occasional off-site locations. Additionally, the GSM oversees day-to-day guest services and group inquiries ensuring that all patrons and internal/external stakeholders receive the same level of exceptional customer service with regard to phone, email and counter queue management. Charged with creating and maintaining an exceptional front-line experience for patrons, donors, VIPs, and students who are interested in purchasing tickets, the GSM is the shining example of what customer service means in our organization.

Duties include (but are not limited to):

• Cultivating an extraordinary experience by ensuring that The Greeting, Satisfying Needs and the Fond Farewell are part of every interaction.
• Supervising the accurate and efficient processing of phone, counter, fax, and mail transactions.
• Focusing on patron retention and repeat-buyer behavior by demonstrating superior customer service and suggestive selling.
• Selecting, hiring, training, and counseling full-time coordinators and part-time representatives.
• Resolving escalated calls and any advanced customer service or ticketing issues as needed to the Director of Ticketing & Guest Services.
• Responsible for reporting, following-up and documenting issues affecting patron service; including but not limited to website feedback and use.
• Creating department schedule and managing breaks/lunchtime periods, time off requests, timesheet accuracy, order accuracy, employee performance and employee attendance.
• Developing and maintaining the ticketing portion of Tessitura and ensuring accuracy in Tessitura pricing, offers/promo codes, allocation, inventory management, season ticketing printing and packaging, list building, and testing.
• Creating documentation to support training, order entry and order auditing.
• Serving as a key holder position that opens and closes the Guest Services Center, making decisions that affect staff, patrons and the department without specific direction.
• Other duties as assigned.

Requirements:

• Associates Degree in a related field
• Minimum of 4 yrs of customer service experience
• Minimum of 1 yr of management experience
• Ability to be flexible and adapt to changing circumstances
• Ability to act with diplomacy and respect in difficult situations
• Ability to communicate clearly and effectively with all constituents
• Ability to manage others and direct workflow
• Ability to make autonomous decisions and manage crises (e.g., canceled concerts, inclement weather, system breakdowns, etc.)
• Excels at time management and prioritization
• Builds strong relationships with patrons and staff across the organization
• Problem-solves with a solutions-oriented mindset
• Delivers and receives constructive feedback effectively
• Keeps the team motivated and performing at their best
• Must be available to work weekends, evenings, and occasional holidays

Preferences

• In-depth knowledge of Tessitura

The Dallas Symphony Orchestra is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. The Dallas Symphony Orchestra is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. EOE- Equal Opportunity Employer