Greater Philadelphia Cultural Alliance

Title: Patron Services Supervisor

Department: Ticket Philadelphia

Reports to: Patron Services Manager

Status: Full Time Non-Exempt

Summary:

The Ticket Philadelphia Patron Services Supervisor is responsible for assisting the Patron Services Manager with the day-to-day supervision of Patron Services resources and resolution of escalated customer service issues. They are a member of the Ticket Philadelphia Management team. The Patron Services Supervisor also provides Priority Services support to selected Clients. They play an important role in implementing programs designed to achieve desired service level goals.

Leading with our bold vision to inspire and connect humanity through the Philadelphia Sound, we at The Philadelphia Orchestra and Kimmel Center, Inc. are vital influencers and conveners, emblemizing our values of being exceptional, innovative, diverse and inclusive, and authentic. IDEAS—Inclusion, Diversity, Equity, and Access Strategies—is a comprehensive transformation process, guided by our vision and values, to assess and improve all aspects of our operations, concerts, and programs, and to spur sustainable change.

Essential Functions:

Effectively supervise Patron Services staff, ensuring the highest level of customer service.

Monitor contact queues and operations daily to ensure that Patron Services staff is utilizing time effectively and to achieve desired service levels.

Establish and maintain a positive working relationship with Ticket Philadelphia clients and staff.

Serve on the Patron Services recruiting and hiring team.

Directly provide customer service as needed by acting as a Patron Services or Priority Services Representative.

Member of the Quality Assurance Team

Take part in on-call rotation

Create a daily plan for Patron Services in consultation with Patron Services Manager

Perform other duties as assigned by Patron Services Manager

Primary contact for Customer Service Escalation and Service Recovery

Assist with Subscriptions Operations

Approve payroll for PT Patron Services Representatives and Associates

Weekly, Monthly and Daily Reporting

Education and Experience:

Associate’s degree required; Bachelor’s preferred

Two (2) years of successful supervisor/manager experience

Minimum of one year management experience in arts and ticketing

Experience working with diverse audiences and accessibility a plus.

Tessitura experience preferred.

Customer Service experience preferred.

Knowledge/Skills/Abilities:

Proven ability to develop and maintain a work environment that delivers exceptional customer service and achieve financial sales goals.

Proficient in ticketing software (Tessitura preferred)

Strong multi-tasking skills

Ability to quickly assess and troubleshoot various work related problems.

Strong interpersonal skills with the ability to work independently and with varied personalities across organizations, as well in team settings

Must be willing to work evenings, weekends and holidays

Microsoft Office 365, Outlook, Excel, SharePoint, etc.

Environment, Physical Demands and Other Conditions:

Ticket Philadelphia operates a hybrid contact center, with some team members assigned to work remotely. Team members will be assigned shifts to be worked remotely following a probationary period. All team members will work both in-office and remote shifts. Team member will provide a remote work environment free from distraction and suitable for professional encounters by telephone, email and online chat.

Nights, weekends and holidays required.

Office environment.

Ability to navigate 5 city blocks to attend meetings and in person concert duty shifts.

The Philadelphia Orchestra and The Kimmel Center, Inc. does not discriminate in employment on the basis of race, color, religion, gender (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, or military service.