Patron Services Center, Manager

Job Title: Manager, Patron Services Center (PSC)

Department: Patron Services Center

Reports to: Director, Patron Services

Status: Regular, full-time, exempt from overtime

Essential Job Functions:

• Train part-time Patron Services Center (PSC) representatives in sales, customer service, and data standard practices. Develop and maintain training materials. Provide ongoing sales coaching in cross-selling, upselling, and donation asks to employees within the box office. Monitor performance to ensure that all representatives are providing superior customer service.
• Manage daily operations of the PSC, including:
  • Employee scheduling for call center and concert-time shifts; tracking hours and staffing budget
  • Web ticket exchanges and donations
  • Ticket batch printing
  • Will-call coordination
  • Mail processing and distribution
  • Telephone on-hold messaging and voicemail
  • Fulfillment of silent auction donation requests
  • Inbound phone calls during times of peak volume
  • Communication of sales campaigns (current promotions, new concerts, etc.)
• Uphold current ticket policies and advise on changes and adjustments as necessary
• Serve as PSC liaison to outbound telemarketing arm of the Houston Symphony process and ensure accuracy of orders, partner with Campaign Manager to resolve customer issues, provide package and seating availability, and attend telemarketing campaign meetings
• Maintain the highest level of guest service, managing and resolving in person, over the phone, and via email customer service issues, in a timely and professional manner
• Monitor PSC patron account set up within Tessitura database to uphold organizational data standards. Merge constituent records to alleviate duplication. Update patron communications preferences as needed (do not call, do not mail, etc.)
• Assist the Director, PSC with:
  • Development and tracking of PSC sales incentives
  • Subscription seating
  • Patron retention efforts
  • Fulfillment of online subscription orders
  • Personnel hiring, evaluation and discipline
• Manage show-time PSC concert duty as scheduled
• Perform additional duties as required by the Houston Symphony Society