SUMMARY: Serve as front-line Ticket Office Representative of the Oregon Symphony providing exceptional customer service in the ticket office, via phone, concert hall, and Symphony events.
ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.
1. Maintain a detailed, proficient, and working knowledge of:
Create, update, and recognize all coded information on an account
Maintain and alter accounts – exchange tickets, take payments, add/remove tickets, add/remove options, etc.;
Concert Event information
Season, single, and general admission ticket event codes;
Hall section map, appropriate ticket types, and pricing for all events;
Look up seats/maps and sell events on new and existing accounts;
Programs, products, community events, panel discussions, and all other Symphony endeavors
Ticket Office policies
2. Provide exceptional customer service by:
Selling tickets to Symphony concerts at the Oregon Symphony Ticket Office and the Arlene Schnitzer Concert Hall requiring weekday, weekend, and evening work during the Symphony Season
Answering a high volume of incoming phone calls directed to the ticket office (roughly 80% of all transactions occur via phone) and greeting walk-in patrons;
Providing helpful information and assistance to patrons and staff in a pleasant and efficient manner
Ascertain customer needs and make product recommendations that meet those needs using consultative sales techniques to ensure all subscriber benefits are explained and revenue is maximized
3. Assist in the operation of the Ticket Office:
Assemble ticket packets and other mailings as needed
Balance cash and checks against sales – both daily at the Symphony Ticket Office and at each performance when working at the concert hall ticket booth
Participate in concert preparation as needed including printing and assembling will call tickets, printing updated seating reports, processing online orders, and handling last minute seat change requests
4. Assist with special projects as needed:
Staff Symphony tables at selected events by answering questions, handing out materials, and collecting information, while maintaining a pleasant and professional disposition as a representative of the Oregon Symphony
Help with giveaways and contests
Staff and assist with once-a-year Symphony Gala and community concert
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience: Employment experience in a customer service or retail sales position required. One year experience in a ticket/box office greatly preferred
Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations
Computer Skills: To perform this position successfully, an individual should have a familiarity with CRM software, Tessitura a plus; Microsoft Office software including Excel, Word for Windows, and Outlook
COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies.
Ethics and Professionalism: Treats others with respect and tact; Keeps commitments; Inspires the respect and trust of others; Works ethically and with integrity; Maintains confidentiality; Keeps emotions under control; Reacts well under pressure; Accepts responsibility for own actions.
CustomerService: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Teamwork: Balances team and individual responsibilities; Exhibits confidence in self and others; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed.
Organizational Support: Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values; Displays orientation to profitability and contributes to profits and revenue; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment; Observes safety and security procedures.
Quality and Quantity: Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Measures self against standard of excellence; Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Uses time efficiently.
Problem Resolution: Identifies problems in a timely manner; Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Uses reason even when dealing with emotional topics or people.
Communication: Speaks clearly and persuasively in positive or negative situations; Listens without interrupting and gets clarification; Responds well to questions; Participates in meetings; Writes clearly and informatively; Able to read and interpret written information.
Judgment: Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.
Motivation and Initiative: Demonstrates persistence and overcomes obstacles; Looks for and takes advantage of opportunities; Asks for and offers help when needed; Strives to continuously build knowledge and skills; Shares expertise with others.
Dependability: Follows instructions, responds to management direction; Completes tasks on time or notifies appropriate person with an alternate plan; Is consistently at work and on time; Arrives at meetings and appointments on time.
Adaptability: Adapts to changes in the work environment; Changes approach or method to best fit the situation.
Other Skills and Abilities: Exceptional customer service skills, strong attention to detail, ability to work in a fast paced, multitask, team environment, basic computer and typing skills required, appreciation for live symphonic music a plus, sense of humor.
Other Qualifications: Ability to work nights and weekends during concert season, occasionally on short notice.
Hours: 35 hours weekly Full Time Position; this position is currently being performed remotely and requires access to high-speed internet via an ethernet cable connection. As health guidelines change, it may revert to an in-office position or hybrid role (i.e. remote and in-office), and work will be conducted at the Symphony business offices or Arlene Schnitzer Concert Hall. Scheduling may change seasonally. Any changes to the posted schedule must be approved by the Supervisor at least 24 hours in advance. Person in this position must be able to work a flexible schedule that will include evening and weekend hours during the Symphony season.
If you are interested in the position, please submit a cover letter and resume to email@example.com. No phone inquiries, please. Position is open until filled.
The Oregon Symphony is an equal opportunity employer and is committed to diversity, equity, and inclusion in all facets of the organization. We seek to develop a diverse candidate pool and welcome nominations and applications from all qualified candidates regardless of race, gender, sexual orientation, age, disability, religion, or national origin.
About Oregon Symphony
The Oregon Symphony is a vibrant, growing organization, which has achieved record ticket sales and contributions under the dynamic leadership of President & CEO Scott Showalter. At a time when many orchestras are reducing their classical programming, the Oregon Symphony has continued to invest in the art form, expand its season, reach new and bigger audiences, and expand its collaborations in the community. Approaching its 125th Anniversary season, the Symphony continues to champion living composers with a robust commissioning program, celebrate diverse artistic voices across our Classical, Pops, and Specials performances series, and explore the pressing issues of our time through the medium of music. Our upcoming 21/22 Season is slated to feature the premieres of six commissioned works, including the groundbreaking An African American Requiem by Portland-based composer Damien Geter which will be broadcast nationwide on public radio.
The Symphony unites exceptional musicians, a world-class conducting staff, an unrelenting focus on excellence, a compelling vision, and a strong commitment to the greater good. The result is something special and rare: an energy that can be felt in ...every note and performances that move its listeners. As one of the region’s cultural jewels, the Symphony is central to the thriving arts community in Oregon and Southwest Washington. Propelled by the desire to bring the power of music to more people in new ways, the Oregon Symphony is always moving music forward.
Each year, the multi-Grammy nominated Oregon Symphony performs more than 115 concerts at the Arlene Schnitzer Concert Hall in Portland and performs regularly in Salem, Newberg, and other cities in the region. It also produces award-winning educational and community engagement events. The Symphony’s programs directly serve more than 250,000 people annually and reach tens of millions more around the globe through its broadcast and recordings programs. The institution is supported by thousands of individuals, businesses, and foundations and receives funding from the Regional Arts & Cultural Council, the State of Oregon Arts Commission, and the National Endowment for the Arts.
The Oregon Symphony Association employs 76 full-time union musicians, which have been led for 18 seasons by renowned Music Director Carlos Kalmar. As announced in February 2021, David Danzmayr will succeed him as the Oregon Symphony’s new Music Director in Fall 2021, the start of the Symphony’s 125th anniversary season. Under Danzmayr, a new Creative Alliance will feature extraordinary artists and cultural thought leaders, including Nathalie Joachim, Gabriela Lena Frank, Jun Märkl, Gabriel Kahane, Simone Lamsma, and Johannes Moser. Beyond this august group, the Symphony engages dozens of guest conductors and soloists each year to perform with the orchestra.
The Association’s annual operating budget is approximately $22 million, of which 80% is spent on artistic and engagement programs. It employs a full-time staff of 45, who are responsible for concert production, marketing, public relations, education, community engagement, fundraising, customer service, accounting, and financial reporting. It is governed by a volunteer board of directors, who each year contribute thousands of hours and personally contribute more than $2 million.
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