The Patron/Audience Services Representative, reporting to the Audience Services Manager, provides direct telephone, letter, and electronic customer service for the public on a daily basis, serve as a sales and service agent to patrons of the Los Angeles Philharmonic Association, and enter customer feedback into the Tessitura Database.
Assist with customer relations and resolve complex or difficult customer inquiries by phone, letter, live chat, and e-mail in a timely manner
Assists in interpreting, adapting and applying policies, procedures, rules, and precedents in response to inquiries and complaints, as necessary
Function as information and sales representative for all events related to the LA Phil, third party lease events, and performance venues
Make outgoing calls to patrons regarding program or event changes as necessary
Provide pre-concert customer service at the LA Phil performance spaces
Attend performances; greeting guests and working with Box Office and house management to help reconcile onsite customer concerns
Guide patrons through their online interactions with all pertinent web portals including their own accounts
Track customer feedback in the patron database
Compose and distribute reports using multiple platforms
Provide helpful information, including suggestions for event, performance, price options, parking options, directions, restaurants, access for patrons with disabilities or any other service provided by the LA Phil; up-sell appropriate services and events
Accurately sell tickets, gift cards, parking and other to all events, accepting orders by telephone, mail, fax, and internet.
Prepare patron tickets, brochures, collateral and vouchers for mailings, as needed
You may be asked to work one weekend day and at least one evening each week
For concerts at the Hollywood Bowl, assist our Pool Circle subscribers by answering questions and assisting them with ticketing-related requests
Assist with database maintenance, adding accounts and correcting patron information in Tessitura
Assist the Manager, Patron Services as needed
A minimum of 3 years experience in the customer service field (experience with an arts organization is a plus)
Must be able to successfully manage and complete multiple projects in a fast-paced environment
Proven ability to work with challenging customers and resolve complaints
Previous ticketing system experience (Tessitura Database experience helpful)
Strong interpersonal skills with an ability to work well with people at all levels, across a diverse customer base in a dynamic working environment
Proficient user of Microsoft Office, particularly Word, Excel, and Outlook.
Superior communication, verbal and written, listening, and telephone skills
Excellent organizational skills and the ability to work independently, while handling multiple tasks
Willingness to set goals, take initiative, identify customer service trends, and learn new skills
Ability to work some nights, weekends, and holidays
Knowledge of or willingness to learn about Classical and other forms of music
Dedication and commitment to engage in and promote diversity, equity, and inclusion within the staff, vendors, and within interactions with the surrounding community is a must
Secondary language fluency is a plus
COVID Workplace Safety Requirements
This position will require you to interact with employees, patrons, vendors and others who may or may not be vaccinated or recently tested. You will be required to wear personal protection equipment (PPE) required by the LA County Department of Public Health protocols and the LA Phil. You agree to comply at all times with the LA Phil’s COVID-19 Prevention Plan, including testing and vaccination requirements.
Complete the application with all pertinent information.
At the end of the application, a confirmation page will appear when your submission has been successful
The Los Angeles Philharmonic Association will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of the FCIHO.
About Los Angeles Philharmonic Association
Founded in 1919, the Los Angeles Philharmonic Association presents, and promotes the performing arts in its varied forms at the highest level of excellence to a diverse and large audience, at Walt Disney Concert Hall, the Hollywood Bowl, and The Ford.