PT Patron Services Associate
Philadelphia Orchestra and Kimmel Center, Inc.
Department: Ticket Philadelphia
Reports to: Patron Services Manager
Status: Part-Time / Non Exempt
About Ticket Philadelphia
Ticket Philadelphia, the official ticket seller for performances on the Kimmel Cultural Campus, provides comprehensive ticketing and customer service for the Broadway Philadelphia, Kimmel Center Presents, the Philadelphia Orchestra, Pennsylvania Ballet, the Philadelphia Speakers Series, and other renters of on-campus venues. Ticket Philadelphia services more than 1,800 performances annually. Its Contact Center operates seven days a week during the normal performance season and answers between 300 — 800 combined calls, emails,s, and online chats daily.
The Patron Services Associate is responsible for providing superlative customer service to the guests of all Ticket Philadelphia clients by adhering to the Ticket Philadelphia Customer Service Standards.
Essential Functions:
Meet and exceed Ticket Philadelphia Customer Service Standards and Kimmel Center GRaCE standards.
Knowledgeable and accurately provide information about performances, campus venues, amenities, and ticketing policies to all guests inquiring by telephone, email, or online chat.
Accurately process single-ticket orders, subscription tickets, exchanges, and subscription ticket donations by telephone.
Using provided scripts, solicit add-on donations and actively up-sell additional items, including parking, shipping, and dinners.
Work concert duty for in-person and digital performances.
Provide knowledgeable and professional customer service to all Ticket Philadelphia guests.
Record guest compliments, complaints, or out-of-the-ordinary situations or comments.
Assist in the preparation of mailings and other communications with patrons.
Participate in other duties/tasks as requested by Management.
Education and Experience:
High school diploma or equivalent required.
One (1) year of customer service experience working in a retail, call center or performing arts environment.
Knowledge, Skills, and Abilities:
Must be available to work evenings and weekends
Ability to interact with people from diverse backgrounds
Ability to deliver superior customer service
Strong communication skills
Computer literacy
Familiarity with database and CRM Systems
Visible leadership skills and a desire to advance in the organization
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 work remotely after a probationary period. All team members will work both in-office and remote shifts. Team members will provide a remote work environment free from distraction and suitable for professional encounters by telephone, email, and online chat.
Some nights and weekends
Hourly rate is $14.00 based on experience, increasing after the successful completion of a 90-day probationary period.
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.
