| The Patron/Audience Services Representative, reporting to the Audience and Patron Services Managers, 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. Position Elements: - 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
- Other duties as assigned
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