Job description

Your role:

The Patron Services Associate assists the Patron Services Manager with all aspects of ticketing.

Provides excellent customer service with a high level of professionalism for patrons, donors and board members. Other duties include: sells tickets for all Symphony concerts at the Green Music Center in Rohnert Park, coordinates volunteers for concerts, manages bus lists andticket voucher program and executes annual Symphony Month campaign.

You:

• Possess excellent interpersonal, verbal, written and organizational skills.

• Provide a consistently excellent customer service experience by maintaining the highest degree of courtesy and professionalism.

• Have an ability to work well with diverse and varied groups of people.

• Thrive on attention to detail and ability to multi-task in fast-paced team environment.

• Are high energy, have sense of humor, and grace under pressure.

• Are comfortable with talking with the public, on the phone and in person.

• Pro-active team member, who takes ownership of projects.

Your skills:

• Time management, especially in a busy environment.

• Highly organized

• Multi-tasking

• Self-starter

• Collaborative

• Critical thinking

• Clear communication

• Problem solving

Your proficiencies:

• Strong Microsoft Office Suite (including Word, Excel, PowerPoint and Outlook).

• Clear and effective written and verbal communication.

• Theatre Manager (TM) database or equivalent (or an ability to easily learn CRM).

Your experience:

• Associate’s degree (or equivalent related education and experience)

• Prefer one-year box office experience and nonprofit/performing arts experience a plus

• minimum one-year previous work experience in the hospitality, retail, performing arts or customer service industry required.

Your work schedule:

• Full-time: Monday-Friday, 9:00am-5:00pm at downtown Santa Rosa office with modification for concert weekend days and/or evening hours for box office duties at SRS concerts and special events at performance venues (Green Music Center in Rohnert Park). Excluding Symphony Pops and Education concerts.

• Flexible work schedule is necessary.

Job duties & responsibilities

Patron Services:

· Answer incoming phone calls, and provide excellent customer service.

· Provide information about each concert: including pricing, seating, and program details for telephone, mail, and walk-up sales.

· Sell tickets, handles ticket exchanges, ticket returns and ticket donations as requested for all performances sold through the Patron Services Office and the remote box office on concert days.

· Assist patrons with subscription sales process providing details on packages, pricing and seating as needed. Process subscription orders: for walk-in patrons, phone, mail, or by fax.

· Work at on-site box office selling tickets during Symphony performances.

· Reconcile ticket sales and other cash receipts with monies received: checks, cash and charges for daily deposits.

· Run and process End-of-Day reports.

· Take daily bank deposits to bank when needed.

· Help assemble and mail season ticket and renewal packets as needed.

· Handle general inquires about the symphony and its various programs: concert season, special events, youth programs, etc.

· Process all patron services outgoing mail.

· Handles all requests for ticket donations through the Ticket Voucher (TV) process; issues and logs vouchers into TV tracking spreadsheet, mails vouchers and processes redeemed vouchers in Theatre Manager (TM) and in TV spreadsheet, issues final report on annual activity.

· Assists Patron Services Manager with complimentary ticket requests and maintain comp ticket lists.

· Coordinates annual Symphony Month (SM) campaign; researches potential new SM candidates, sends out requests for participants, processes participants in SM spreadsheet, coordinates volunteers to distribute materials, issues final report on campaign.

· Enters and maintains concerts and event into online calendars.

· Creates pdf program notes for website.

· Coordinates volunteers for concerts as needed.

· Manages bus lists for concerts.

· Assists Patron Services Manager in seasonal Papering-the-House campaign.

· Preps tickets for will-call.

· Print and mail all web ticket sales as needed.

· Assist in general office work including filing.

· Provides support and assistance for marketing projects as needed.

· Keep desk/work space well organized and as clear as possible to present a professional work environment to walk-in patrons.

Database Management:

· Maintain general mailing list in (TM) database: cleaning up entries, adding and subtracting names, addresses, phone numbers and email.

· Create and manage detail spreadsheets of (TM) sales data to track and analyze trends as requested by Patron Services Manager.

· Sends monthly TM email address updates to Mail Chimp database manager.

Internet and Social Media:

· Work with Patron Services Manager to produce, edit and send out Post Concert surveys, as well as prepare final reports for each concert, as needed.

· Weekly review of website pages to check for errors/updates etc.

Additional:

· Requires Proof of COVID vaccination and booster.

· Requires Valid CA driver’s license.

Santa Rosa Symphony is committed to creating a diverse work environment and is proud to be an equal opportunity employer.

Job Type: Full-time

Pay: $43,000.00 - $47,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Santa Rosa, CA 95404: Reliably commute or planning to relocate before starting work (Required)

Shift availability:

• Day Shift (Required)

Work Location: In person

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