Audience Services Representative (Local 857 Treasurers & Ticket Sellers Union)

Description
Position: Audience Services Representative
(Local 857Treasurers & Ticket Sellers Union)
Department: Customer Engagement
FLSA Grade: Non-Exempt (Part-Time Variable)
Salary: $19.55-$22.62
Position Summary:
Provide direct telephone, letter, and electronic customer service for the public daily, serve as a sales and service agent to patrons of the Los Angeles Philharmonic Association, and enter customer feedback into the patron database. This position is hybrid with a minimum requirement of 3 days in the office and 2 days remote.
Position Elements:

• Provide high-level customer services to resolve complex or difficult customer inquiries by phone, letter, live chat, e-mail, and social media
• Enter customer feedback into patron database
• Function as information and sales representative for all events related to the Los Angeles Philharmonic Association, Walt Disney Concert Hall, The Ford, and Hollywood Bowl
• Provide helpful information, including suggestions for event, performance, price options, parking options, directions, restaurants, access for patrons with disabilities and all other services provided by the Los Angeles Philharmonic Association
• Sell new and renewal subscriptions, flex plans, single tickets, gift cards, and related items; up-sell appropriate services and events
• Assist with database maintenance, add accounts in ticketing system, and correct patron information
• Take reservations for free admission events
• Make outgoing calls to patrons regarding program or event changes, new services, or offerings as necessary
• Compose and distribute periodic customer comment reports
• Provide pre-concert customer service at the Hollywood Bowl Information Booth and Walt Disney Concert Hall
• Attend performances at the Hollywood Bowl; greeting guests and working with box office and house management to help reconcile onsite customer concerns
• Learn our ticket sharing technology to guide patrons through their online interactions with all pertinent web portals
• Assist Patron Services Manager
• Other duties as assigned

Relationships:
Reports To: Audience Services Manager
Interacts With:

• Patron Services
• The Music Center and LA Phil venue Operations teams
• Walt Disney Concert Hall, Hollywood Bowl, and The Ford Box Office
• Assistant Director, Sales and Customer Engagement
• Philanthropy
• Marketing
• Other LAPA staff as needed
• Patrons

Minimum Requirements
Position Requirements:

• 2-3 years experience in the customer service field
• Previous ticketing experience preferable
• Flexible schedule required for day, evening, and weekend shifts. Ability to work nights and weekend shifts
• Strong interpersonal skills with an ability to work well with people at all levels, across a diverse customer base
• Computer proficient including Microsoft Office and Windows Operating System
• Ability to think quickly and creatively problem-solve
• Excellent verbal and written communication skills
• Ability to type 40 wpm
• Superior interpersonal manner
• Excellent organizational skills
• Knowledge and passion for the arts
• Secondary language preferred

The Los Angeles Philharmonic Association will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of the FCIHO.
EQUAL EMPLOYMENT OPPORTUNITY POLICY
The Los Angeles Philharmonic Association embraces and is committed to diversity and inclusion within our staff, musicians, guest artists, audiences, and surrounding communities. The Association does not discriminate on the basis of race, color, religion, religious creed (including religious dress and religious grooming), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information, genetic information, marital status, gender, gender identity, gender expression, military status, veteran status, or any other basis protected by federal, state, or local law. Consistent with the law, the Association also provides reasonable accommodation for disabled applicants and employees in accordance with the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act, for pregnant employees who request an accommodation with the advice of their health care providers, for pregnancy, childbirth or related medical conditions; for employees who are victims of domestic violence, sexual assault or stalking; and for applicants and employees based on their religious beliefs and practices.