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Audience Services Representative

Company: Seattle Opera
Location: Seattle
Posted on: June 24, 2022

Job Description:

Job DescriptionAUDIENCE SERVICES REPRESENTATIVESeattle Opera is accepting applications for part-time (non-exempt, seasonal through May 2023) and full-time (non-exempt, year-round) Audience Services Representatives. These hourly positions report to the Audience Services Manager. BASIC FUNCTION This position is responsible for providing excellent service to a diverse audience through ticketing transactions and general information dissemination by phone, online, and in person. Work includes occasional nights and weekends at Seattle Opera performances.REPRESENTATIVE EXAMPLES OF WORK PERFORMED

  • This position acts as the first point of contact for many of Seattle Opera's patrons and is expected to provide excellent service at all times.
  • Provide information and personalized assistance to customers by phone, mail, chat, email, and in person. This includes single and subscription ticket sales, exchanges, refunds, and customer service issue resolution.
  • Communicate internally across departments to ensure a consistent and quality experience among our patronage.
  • Fulfill operational duties as assigned, including but not limited to: packaging tickets, scanning documents, and general data entry.
  • During performance weeks, work occasional nights and weekends as a Concierge, Hall Ambassador or Box Office Representative.
  • Occasional assistance with BRAVO! & other Seattle Opera events, which may have age requirements due to alcohol service.
  • Other Audience Services duties as assigned.REQUIRED EXPERIENCE & SKILLSData shows that women and BIPOC candidates more frequently do not apply to a job because they don't feel that they meet all of the qualifications listed. Our job descriptions are general overviews, not a mandatory comprehensive list. If you feel passionate about our efforts and believe that you have the skills to contribute to the growth of our organization, we want to hear from you!
    • Must have strong interpersonal and customer service skills.
    • Strong computer skills are required, especially with Windows applications.
    • Must be able to work diplomatically with a variety of individuals, both internally in the office and externally with the public.
    • Must be comfortable communicating over the phone, leaving voicemails, and troubleshooting other unique communication challenges.
    • Strong written communication skills are required for patron exchanges via email & online chats using proper grammar, punctuation, and spelling.
    • Must be a self-motivator and effective problem solver who is able to maintain poise and professionalism under pressure.
    • Must be able to lift 15 pounds. BONUS SKILLS & EXPERIENCE
      • 1 year customer service experience
      • Knowledge of ticketing systems (particularly Tessitura)
      • Knowledge about and passion for operaTYPICAL WORK SCHEDULE AND REQUIRED ATTENDANCEMust be able to work a flexible schedule. Ability to work dress rehearsal and performance nights/weekends as well as daytime hours. This requires weekend daytime and evening shifts during the production season.
        • Audience Services is regularly open Monday through Friday, from 10 am to 6 pm, with additional hours on performance Saturdays.
        • The Box Office opens two hours in advance of performances at McCaw Hall, and one hour in advance of performances at other locations.
        • Part-time positions: approximately 20-24 hours per week, with additional hours during performance season.
        • Full-time positions: approximately 40 hours per week, with possible additional hours during performance season.
        • Overtime rates will be paid for any hours worked over 40 during a week.REMOTE WORKTo qualify for remote work options, employee must have worked for SO for one year and have completed at least 1,040 hours of work. Any remote work must be approved and scheduled in advanced by the Audience Services Manager and Associate Director of Marketing Sales and Services. SO will limit the total number of Audience Services representatives working remote on one day, at the discretion of the manager, to make sure there is coverage. There cannot be more than two Audience Services representatives working remotely at once. Permanent, regular remote work will not be considered for this role. Seattle Opera will provide a laptop and the equipment to run the softphone feature of the phone system. A reliable and robust internet connection is required to run Tessitura and the phone queue simultaneously without interruption. The employee must provide and have access to high-speed internet service at their remote workplace. We recommend at least 25Mbps per person that is working from the same internet connection.Special Requirements Physical This position requires moderately physical work. Frequently needs to stage materials which includes lifting boxes up to 15 pounds. COVID-19 Vaccination All employees must provide proof of full vaccination against COVID-19, to include all doses and booster shots.Background Check Seattle Opera engages a third-party vendor to conduct background checks for all employees. Offer of employment is contingent upon the candidate successfully passing the background check. Any information unrelated to job duties will not be evaluated or have an adverse impact on employment.FLSA STATUS: These are non-exempt hourly positions and are eligible for overtime.start date JULY 2022COMPENSATION$18.50 per hourBENEFITSSeattle Opera provides a generous benefits package including: PART-TIME BENEFITS
          • Sick time accrued on a prorated basis
          • Vacation time accrued on a prorated basisFULL-TIME BENEFITS
            • Medical, Vision, and Dental Insurance
            • Life, Accident and Disability Insurance
            • Employee-funded 403(b) Savings Plan
            • 2 weeks of vacation time per year (1st Year Accrual Rate)
            • 13 paid holidays plus 3 personal days per year
            • 12 days of sick time per year
            • Fully Funded Orca Business Passport card, or 50% funded, special rate parking passEQUAL EMPLOYMENT OPPORTUNITYSeattle Opera is an Equal Opportunity Employer and provides equal access and opportunity to anyone who qualifies, regardless of sex, race, age, color, religion, mental or physical disability, national origin, sexual orientation, gender identity and expression and/or military status. Seattle Opera is committed to racial equity and to dismantling historic barriers of oppression.Learn more about our commitment to equity: Seattle Opera Equity Plan applicationApplications will be reviewed on a rolling basis.Powered by JazzHRE54MYBsFBN

Keywords: Seattle Opera, Seattle , Audience Services Representative, Sales , Seattle, Washington

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