Rental Ticketing Coordinator
Description Department: Audience Services Reports To: Events and Facility Services Manager Classification: Nonexempt Status: Part-time Wage Range: $17.50 - $20.00 Direct Reports: None Facilitate a positive audience experience and promote the Minnesota Orchestra by upholding the Audience Services Department standards of service: advocacy, efficiency and courtesy; by keeping up-to-date on Orchestra Hall products, services, policies, and procedures; by demonstrating proficiency on computerized ticketing system; by assuming fiscal responsibility for daily transactions; by assisting with the training and mentoring of other ticketing staff; and by assisting the Audience Services Management Team with department related projects.
Monitor and maintain quality service levels by assuming a leadership role in the supervision of Ticket Service Representatives and Specialists; by managing the box office at Minnesota Orchestra, Rental, and Association sponsored events; by assisting with the coordination of ancillary products and services; and ensure guest satisfaction by providing correct, prompt service in a friendly, welcoming manner.
Assist with implementation of Rental event ticketing and timelines. Coordinate Rental event ticketing/series preparation and training, maintenance, quality control, and customer service within the Audience Services Department. Essential Functions: Assist with the coordination of Rental event ticketing/campaign planning, implementation, sales and service. Assist with implementation of sales strategies and timelines for assigned rental client events.
Implement and enforce new and current policies and procedures to meet Rental client and MOA needs. Implement and maintain efficient procedures for processing of orders, including staff training, payment processing, ticket printing/mailing and solving and tracking service-related issues. Manage allocation of available seat inventory on season and single charts to ensure meeting sales goals. Oversee printing, organization, and distribution of tickets/lists specific to Rental events.
Ensure Ticketing and Event staff is adequately informed of event information and conditions. Maintain a presence at designated events to assist guests and event staff. Proof Tessitura and website setups and Ticket Services knowledge resources as requested. Assist with Rental event system balancing as necessary. Prepare and modify communications and other documents as necessary. Perform general clerical duties to include but not limited to photocopying, scanning, mailing, and electronic/hard-copy filing.
General supervision of part-time employees Assist with department related projects and tasks, including participation and delegation, monitoring for accuracy and tracking progress through completion Address staff policy violations and/or conflicts, taking appropriate, immediate action and reporting details to the full-time Manager on Duty Ensure all employee checkouts and banks are complete, accurate, and balanced; resolve any discrepancies Assist with the training and mentoring of the Ticket Services team Welcome representatives to observe customer interactions Demonstrate excellent customer service techniques and precise knowledge of products Update and remind staff of current products and policies Patiently and accurately answer questions regarding event/facility information, patron concerns, etc.
Coach and train Audience Services employees as needed, providing input for evaluations Monitor the service and sales transactions of Representatives and Specialists determining when assistance and/or intervention is necessary to ensure exemplary customer service Ticket Sales A. Maintain and utilize complete and current information concerning Orchestra Hall products, services, policies, facilities and procedures in sales and service transactions.
Communicate these items to customers and employees accurately and fairly by phone, in person or in written format Understand event seating plan and a