Patron Services Representative

**Employment Opportunity - Job Posting for the Patron Services Department**Patron Services Representative (Patron Services Department)**
For over a century, the **Toronto Symphony Orchestra (TSO)** has played a fundamental role in shaping and celebrating Canadian culture. The TSO’s commitment to musical excellence and ability to spark connection remain as strong as ever. With a storied history of acclaimed concerts and recordings, Canadian and international tours, and impactful community partnerships, we are dedicated to engaging and enriching local and national communities through vibrant musical experiences.
Music Director Gustavo Gimeno brings an expansive artistic vision, intellectual curiosity, and sense of adventure to programming the 93-musician Orchestra that serves Toronto—one of the world’s most diverse cities. The TSO performs over 100 concerts annually, offering a variety of programming from the classical to music composed in our time.
As a group of artists, teachers, and advocates who share the belief that music has the power to heal, inspire, and connect people from all walks of life, we engage audiences young and old through an array of community-access, health-and-wellness, and education initiatives including the TSO-affiliated Toronto Symphony Youth Orchestra—a tuition-free training program dedicated to cultivating the next generation of Canadian artists.
**Join us for a**concert at Roy Thomson Hall**, or**experience the TSO in your neighbourhood**. Visit**TSO.CA** or**newsroom.tso.ca**.
**Reports To**: Assistant Manager of Patron Services**Status**: Permanent Full-time**Start Date: on or around November 24, 2025**Salary**:$46,987**
**Benefits: 100% company paid benefits including Telus-Health Employee Family Assistance program (provided after successful completion of the first three (3) months of employment); Company paid pension contributions provided after the completion of one year of employment; 3 weeks vacation prorated during the first year; Complimentary tickets to TSO concerts and a hybrid work environment.**
**Position Summary**:
The Patron Services Representative is responsible for providing exemplary customer service, including supporting patrons with general inquiries, handling single ticket, group ticket, and subscription transactions, intaking donations, and assisting patrons with promotions, ticket exchanges, and more, all with a focus on fostering patron loyalty and retention.
**Major Duties and Responsibilities**:

- Facilitates patron transactions, including processing single tickets, subscriptions, group sale orders, and fulfillment of subscriber and donor benefits.
- Remains current and knowledgeable about TSO and TSYO performances, donor programs and events, TSOUNDCHECK discount ticket program, subscription packages and offerings, and single ticket and group sales policies and practices, promoting each where appropriate.
- Remains current with legislative training as it pertains to customer service (i.e., AODA, Bill 168, Bill 132).
- Provides outbound courtesy calling to patrons regarding concert changes, subscription renewals, subscriber perks, and donor programs.
- Assists with other duties/projects as required.

**Additional Scope of Responsibility**:

- Fields inquires and feedback from patrons, finding solutions to challenges that may arise, and ensures that patrons’ voices are heard, continually improving the TSO patron experience.
- Ability to remain calm while de-escalating distressed customers, handling challenging situations, and resolving disputes with professionalism.
- Works collaboratively with other PS team members and colleagues in other departments to resolve patron inquiries and concerns.
- Troubleshoots ticketing system challenges, such as password resets and updates.
- Works to resolve customer service challenges by concisely clarifying the patron’s concern, determining the root cause, selecting and explaining the best solution, expediting the correction or adjustment, and following up to ensure resolution.
- Assists the management team with coaching and training of new team members.

**Experience & Qualifications**:

- Minimum of 2 years of experience in a customer service setting.
- Experience in effectively managing multiple 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, and ability to interact with single-ticket patrons, subscribers, and donors.
- A working knowledge of Google Workplace is an asset
- Experience working with ticketing systems, particularly Tessitura, is a strong advantage.

**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**:

- Office hours are generally Monday to Friday, from 9 AM to 5 PM. Additional