Summary/Objective This role of Ticketing Services Associate requires one to be part of a ticketing and customer service team that promotes exceptional service to ensure a memorable patron experience for patrons. In this position, the Ticketing Services Associate will be responsible for selling tickets to all performances taking place at Symphony Hall and Tanglewood. In addition, it requires you to provide amazing service to patrons which includes helping to troubleshoot any problems or issues that need resolution. This role is a critical front-line position to our ticketing and customer service operations as part of the patron experience team. This position is Full -Time.
Job Description RESPONSIBILITIES: - Sell tickets via telephone to all concerts taking place at Symphony Hall and Tanglewood. This includes concerts presented by the Boston Symphony Orchestra and Boston Pops as well as concerts presented by independent promoters
- Assist patrons with reserving, purchasing, and viewing streaming videos on the BSO Streaming Portal and the OTT platform
- Utilize call center software to communicate with patrons and efficiently answer any ticketing or customer service inquiries
- Process ticket exchanges for patrons who are unable to attend a concert that is part of their subscription series: find replacement tickets for the customer, and ensure that the patron is aware of all exchange policies and how they may affect the transaction
- Answer questions regarding performance content and ticket policies. Provide patrons with policy information for Symphony Hall and Tanglewood. Provide customers with policy information regarding outside concerts presented by independent promoters to Symphony Hall
- Achieve familiarity with all BSO/Tanglewood business practices and policies to best serve patrons.
- Help patrons who need troubleshooting assistance while trying to utilize the BSO's website.
- Assist BSO Subscribers with any ticketing needs or questions.
- Research and resolve customer complaints.
- This is a hybrid position that requires working some shifts in the physical box office at Symphony Hall, in addition to some shifts selling tickets and providing customer service remotely via the telephone.
- This position requires working nights and weekends.
Required Education and Experience QUALIFICATIONS: - 2-3 years experience in call center/customer-related work environment, preferably in a team environment.
- Exceptional customer service skills
- Flexibility with regards to job functions and scheduling
- Love of helping others
- Ability to work in a high speed, fast paced environment
- Ability to receive a lot of information and organize in a way to help best serve customers
- Technologically adept to maximize utilization of our ticketing software as well as call center software
- Experience with Tessitura enterprise software or other ticketing software preferred
- Potential to be a remote position
- Attention to detail extremely important
- Experience with TalkDesk call center software is preferred
- Knowledge and love of music and passion for the performing arts is a plus
The BSO is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.