Provide direct telephone, letter, and electronic customer service for the public on a daily basis, serve as a sales and service agent to patrons of the Los Angeles Philharmonic Association, and enter customer feedback into the Tessitura Database.
Assist with customer relations and resolve complex or difficult customer inquiries by phone, letter, live chat and e-mail in a timely manner
Assists in interpreting, adapting and applying policies, procedures, rules and precedents in response to inquiries and complaints, as necessary
Function as information and sales representative for all events related to the Los Angeles Philharmonic Association, third party lease events, Walt Disney Concert Hall, Hollywood Bowl and The Music Center
Make outgoing calls to patrons regarding program or event changes as necessary
Provide pre-concert customer service at the Hollywood Bowl, Walt Disney Concert Hall and other off site venues
Attend performances; greeting guests and working with box office and house management to help reconcile onsite customer concerns
Guide patrons through their online interactions with all pertinent web portals including their own accounts
Track customer feedback in the patron database
Compose and distribute reports using multiple platforms
Provide helpful information, including suggestions for event, performance, price options, parking options, directions, restaurants, access for patrons with disabilities or any other service provided by the Los Angeles Philharmonic Association; up-sell appropriate services and events
Accurately sell tickets, gift cards, parking and other to all events, accepting orders by telephone, mail, fax, and internet.
Prepare patron tickets for mailing, as needed
Assist with database maintenance in Tessitura
Assist Manager of Patron Services as needed
Other duties as assigned
3 years experience in the customer service field (experience with an arts organization is a plus)
Must be able to successfully manage and complete multiple projects in a fast-paced environment
Proven ability to work with challenging customers and resolve complaints
Founded in 1919, the Los Angeles Philharmonic Association's mission is to perform, present, and promote music in its varied forms at the highest level of excellence to a diverse and large audience, both at the Walt Disney Concert Hall and the Hollywood Bowl. The Los Angeles Philharmonic Association is dedicated to continuing its pre-eminent status in the music world of the 21st century.