Patron Services Representatives

Patron Services Representatives

Department: Patron Services

Reports To: Assistant Manager, Patron Services

Status: Full-time, permanent

Base Salary: $36,000 and competitive benefits package

Position Summary:
Office hours are generally Monday to Friday, from 9 AM to 5 PM. Additional hours are required to work evening and weekend concert duty, primarily at Roy Thomson Hall and George Weston Recital Hall, as well as occasional meetings and office work during peak times of the season. You will be a part of the Patron Services Team and provide concierge level service to all of our patrons where our goal is to exceed expectations.

In this position, you will begin working from the TSO office and upon the completion of the 3 month probation period, may transition into a hybrid work model of 3 or more days a week in the office, and the others working remotely from a secure location in your home. The TSO office is located at 145 Wellington Street West, Toronto, Ontario.

Key Responsibilities:
Arts Administration
- Remain current and knowledgeable about TSO and TSYO performances, TSO Friends Donor Program and Events, TSOUNDCHECK Program, Subscription Packages, and Single ticket and Group Sales policies and practices, promoting each, where appropriate.
- When answering patron enquiries, be prepared to go the extra mile by not just answering product and service questions, but by providing information for alternate concerts, packages and services, as appropriate.
- Support and engage TSO patrons through outbound courtesy calls to welcome new subscribers, inform patrons regarding concert changes, subscription renewals reminders, Friends program, and new events and opportunities.
- Remain current with legislative training as it pertains to customer service (i.e., AODA, Bill 168, Bill 132).
- Assist with other duties/projects as required.

Customer Service
- Resolve customer service challenges by clarifying the patron's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem; expediting correction or adjustment, and following up to ensure resolution.
- Field feedback from patrons, finding solutions to challenges that may arise. Ensure that patrons’ voices are heard and that the TSO patron experience continually improves.

Ticketing
- Facilitate patron transactions at the TSO including processing single tickets, subscriptions, group sales, and fulfillment of subscriber and donor benefits.
- When answering patron enquiries, be prepared to go the extra mile by not just answering product and service questions, but by providing information for alternate concerts, packages and services, as appropriate.

Required Experience and Skills:

- Minimum of 1-2 years’ experience in delivering a high level of customer service.
- Ability to thrive in a fast-paced team environment with a high call volume, and respond calmly to challenging situations.
- Attention to detail is critical.
- Experience in effectively managing multiple medium scale tasks simultaneously; excellence in organizing and prioritizing.
- Strong written and verbal communication skills; excellent interpersonal skills and ability to interact with all levels of staff, including management.
- Available to work some evenings and weekends in addition to the regular 9-5 schedule
- Demonstrates initiative, analytical and problem-solving skills.
- Some light lifting is required to move ticket inventory and supplies.
- Knowledge of ticketing systems. Working knowledge of Tessitura is a strong asset.
- Passion for orchestral music or performing arts.

How to Apply:
The TSO is committed to providing accommodations for people with disabilities. If you require accommodation, the TSO will work with you to meet your needs.

**Working Conditions/Physical Demands**:
Routine office environment with most concert-related activity taking place in Roy Thomson Hall. The Patron Services Coordinator will be required to work some evening and weekend concerts and/or other special events. The TSO is currently working in a hybrid work environment with the balance of in-office and remote work determined by departmental needs.

The TSO requires all employees to provide proof of fully-vaccinated status, with vaccines approved by Health Canada. A person is considered fully-vaccinated if they have completed the required regime for a COVID-19 vaccine and 14 days have passed since their final dose.

About the TSO:
One of Canada’s most respected arts organizations, the Toronto Symphony Orchestra (TSO) has played a vital role in the city’s dynamic cultural life for 100 years. Music Director Gustavo Gimeno brings an expansive artistic vision, intellectual curiosity, and sense of adventure to programming the 93-musician Orchestra. The TSO is committed to serving local and national communities through vibrant performances, extensive educational activities, and impactful community relationships. It has a notable recording and broadcast history