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Opera Philadelphia

Festival Guest Services Associate

Marketing – Philadelphia, Pennsylvania
Department Marketing
Employment Type Part-time hourly; Seasonal

Type of Employment: Part-Time Seasonal; July 23–September 30, 2018

 Reports to: Guest Services Manager

Department: Marketing & Guest Services

Important Staff Relationships: VP of Marketing; Marketing Operations Manager; Lead Guest Services Associate

Central Role: The Guest Services Associate is responsible for providing exceptional customer service to all Opera Philadelphia guests, including subscribers, members, and ticket buyers. S/he will possess expert knowledge of Opera Philadelphia’s Festival O18 performances and events and will go above and beyond to ensure an extraordinary guest experience.

Responsibilities:

  • Provide exceptional, concierge-style customer service for Opera Philadelphia guests
  • Serve as a front-line team member by facilitating orders and inquiries via multiple channels (inbound phone, chat, email, mail, fax, and in person)
  • Process subscription/package/pass sales, group and single ticket orders, exchanges, ticket donations, and contributions; ensure accuracy for financial accountability and reporting
  • Possess expert product knowledge and enthusiasm for opera
  • Make product recommendations and actively upsell ticket packages, engagement events, and memberships to build patron affinity
  • Participate in targeted outbound telefunding and telemarketing efforts
  • Field customer service issues, record patron feedback and preferences, and identify prospects for further cultivation
  • Serve as an Opera Philadelphia ambassador at performances and events by providing concierge service
  • Assist with mailings, patron correspondence, and data entry projects
  • Participate in ongoing consumer research and data collection for analysis
  • Related duties as assigned

Qualifications:

  • Outstanding customer service skills, including 2+ years of experience in sales, ticketing services, or hospitality
  • Excellent verbal and written communication skills
  • Meticulous attention to detail and strong organizational skills
  • Working knowledge of Microsoft Office/Outlook
  • Familiarity with ticketing software, preferably Tessitura, a plus
  • Good work ethic, high standards, and the ability to work in a team environment
  • Must exercise good judgment, show initiative, and handle sensitive data in a trustworthy manner
  • Discretion, maturity, and composure, especially under pressure
  • Interest/knowledge in opera, music, or the performing arts
  • Ability to work flexible days and hours to provide proper coverage

 

An equal opportunity employer, Opera Philadelphia is committed to fostering an environment in which employees from a variety of backgrounds, cultures, and personal experiences are welcomed and can thrive.

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  • Location
    Philadelphia, Pennsylvania
  • Department
    Marketing
  • Employment Type
    Part-time hourly; Seasonal
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