Patron Services Representative

Department: Patron Services

Position Status: Regular, Part-Time, Seasonal

Effective Date: Open Until Filled

 

GENERAL DESCRIPTION

The Patron Services Representative (PSR) is a front-line ambassador for Oregon Ballet Theatre (OBT) and responsible for ensuring that all visitors receive the highest level of customer service upon visiting our studio and offices or while engaged as a representative for OBT. The PSR is primarily tasked with processing the purchase of subscriptions and/or single tickets. Internal contacts are with the ticket office staff and occasionally with staff members of other departments. Customer service is handled via telephone, email, or in person. The PSR regularly handles sensitive information regarding ticket sales and customer information. The PSR reports to the Director of Sales & Patron Services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Receives and processes ticket orders for season subscriptions and single tickets.
  • Provides outstanding customer service – by phone, email and in person – at all times to subscribers, single ticket buyers, donors, and all other Oregon Ballet Theatre constituents.
  • Develops relationships with patrons and donors to improve their experiences and exceed their expectations.
  • Answers general questions from patrons regarding productions, seating, directions to venues, and other related information.
  • Follows all protocols and procedures regarding the handling of cash, checks, credit cards, and gift certificates to ensure accountability for daily payment activity.
  • Works in performance venues when scheduled, handling will-call tickets, customer service issues and walk-up sales.
  • Demonstrates a positive attitude with consideration for others.
  • Other related duties as assigned.

POSITION COMPETENCIES

  • Strong ability to collaborate with others both internally and externally.
  • Excellent customer service, communication, and organizational skills.
  • Ability to thrive and succeed in a fast-paced working environment and manage multiple projects simultaneously.
  • Comfortable taking direction as well as offering creative solutions.
  • Skill in operation of Tessitura

EDUCATION & WORK EXPERIENCE

  • High School diploma or an equivalent education.
  • Minimum 2 years professional, volunteer, or lived experience of working in customer service.
  • Strong communication skills.
  • Skill in basic operation of Tessitura CRM system, or ability to learn.
  • Ability to analyze information, apply basic math skills and concepts to solve problems.
  • Skill in organizing time and projects to balance competing demands.
  • Proficiency in Microsoft Suite Products (Word, Excel, etc.).
  • A commitment to advancing and modeling diversity, equity and inclusion.
  • Experience or interest in the performance arts preferred.

EQUITY

OBT is committed to a diverse, racially, and culturally inclusive, and equitable workplace in which differences broaden our awareness, enrich our daily experiences, and contribute to our collect strengths. We seek to understand, acknowledge, and mitigate inequities in ballet in general, and at OBT specifically.

OUR CULTURE

Across our organization, OBT is committed to creating a culture characterized by the following: Kind. Positive. Solution-Oriented. Gratitude. Candid. Forgiving. Learning. Trust. Teamwork. Diverse. Equitable and Inclusive. Ambassadors. Accountable.

ACCOMODATIONS

As part of our commitment to equity, OBT will make reasonable accommodation to enable individuals who are differently abled to perform the primary responsibilities of this job.

SECURITY CLEARANCE

OBT conducts background checks after a conditional offer of employment is made. OBT reviews the results of each background check individually and assesses them on a case-by-case basis for context and relevance to a job.

WORKING CONDITIONS

This job operates in a shared professional workspace in our Bancroft Offices which includes rehearsal studios, as well as in large public theaters during seasonal performances.

WORK SCHEDULE

Typical days and hours of work are Monday through Friday, between the hours of 9:00 a.m. to 5 p.m. or as scheduled by the Director of Sales & Patron Services or Patron Services Lead. The position may require occasional evening and weekend work. Hybrid in office and remote work is allowed. This position occasionally requires extended hours and weekend work in the theater box office locations.

TRAVEL

Travel is minimal and is local (between OBT office, Keller Auditorium, and Newmark Theatre).

COMPENSATION AND BENEFITS

This position is compensated at $17.00 hourly. Staff are eligible for Oregon Sick Leave and complimentary tickets to OBT performances.

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Oregon Ballet Theatre is an equal employment opportunity employer. Our policy is to make all employment-related decisions without regard to an employee’s race, color, creed, religion, age, national origin, marital status, mental or physical disability, sexual orientation, or any other basis prohibited by local, state, or federal law. This policy applies to all personnel activities including employment, promotion, compensation, and termination.

Oregon Ballet Theatre does not tolerate sexual harassment of any employee by another employee, supervisor, vendor, or customer for any reason.