Patron Audience Services Representative

The Los Angeles Philharmonic Association

Los Angeles, CA

ABOUT THE LOS ANGELES PHILHARMONIC ASSOCIATION 

Founded in 1919, the Los Angeles Philharmonic Association's mission is to perform, present, and promote music in its varied forms at the highest level of excellence to a diverse and large audience, both at the Walt Disney Concert Hall and the Hollywood Bowl. The Los Angeles Philharmonic Association is dedicated to continuing its pre-eminent status in the music world of the 21st century. 

POSITION SUMMARY

Provide 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 Los Angeles Philharmonic Association, third party lease events, Walt Disney Concert Hall, Hollywood Bowl and The Music Center 
  • Make outgoing calls to patrons regarding program or event changes as necessary 
  • Provide pre-concert customer service at the Hollywood Bowl, Walt Disney Concert Hall and other off site venues 
  • 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 Los Angeles Philharmonic Association; 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 for mailing, as needed 
  • Assist with database maintenance in Tessitura 
  • Assist Manager of Patron Services as needed 
  • Other duties as assigned 

REQUIREMENTS

  • 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 experience (Tessitura Database experience preferred) 
  • 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 

HOW TO APPLY 

Complete the online application by clicking HERE. 

  • 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. 

An Equal Opportunity Employer 

It is the Los Angeles Philharmonic Association’s policy to provide equal employment opportunity for all applicants and employees. The Association does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, national origin, age, disability, marital status, gender identity, gender expression, veteran status or any other basis prohibited under federal, state or local law. The Association also provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA). 

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