Donor Ticketing Associate
The principal role of the Donor Ticketing Associate is to sell tickets to all concerts taking place at Symphony Hall and Tanglewood. In addition, this position will support the development office by assisting with the ticketing needs of our $3,000 and above Annual Fund donors. The ideal candidate must be competent in detail management, maintain composure while under pressure, use sound judgment, follow and understand a complex system of ticketing policies, and maintain excellent internal relationships with other BSO departments. The position reports directly to the Director of Patron Experience with dotted line to Assistant Manager of Donor Relations and Ticketing.
Donor Ticketing Responsibilities:
- In collaboration with the Assistant Manager of Donor Relations and Ticketing, serve as a liaison between Development and the Box Office to successfully provide personal ticketing service to Society donors through phone, e-mail and written correspondence. Must be responsive and knowledgeable about ticketing issues, advance ticketing opportunities and other pertinent information regarding concert programs and seating options as well as Annual Fund benefits as they relate to ticket assistance.
- In accordance with established procedures, work closely with the Box Office, Donor Relations as well as Individual Giving, Subscription, Symphony Charge teams, to successfully fulfill donor requests.
- Utilizing Tessitura enterprise software, develop a thorough understanding of the Development and Box Office components of that software in order to process tickets, maintain wait lists, and update donor records with pertinent information.
- Through the use of strategic planning and sound judgment, analyze data, reports, and develop tracking methods to ensure that donors requests are handled effectively and efficiently.
- Apprise the Individual Giving team of "donor intelligence" obtained through donor contact. Communicate time sensitive information to staff officers and appropriate development staff.
- Work with the Director of Patron Experience and Assistant Manager of Donor Relations and Ticketing to prepare reports as needed.
- Act as a liaison between Subscriptions Office and board members/high end donors working to procure their renewals and assign seats based on Subscription renewal request or new subscriptions.
- Provide superior customer service to patrons, achieving daily work through the Equity, Diversity and Inclusion lens, working to provide a memorable customer experience throughout all touchpoints in the patrons’ journey with us.
Ticketing Responsibilities:
- Sell tickets (by phone, email or in person) to all concerts taking place at Symphony Hall and Tanglewood. This includes concerts presented by the Boston Symphony Orchestra and Boston Pops and concerts presented by independent promoters.
- Accurately enter customer address and billing information into the Boston Symphony Orchestra database to ensure that tickets arrive at the correct destination. This information is also used in future marketing and fundraising efforts.
- 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 ensuring 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 at Symphony Hall.
- Achieve familiarity with all departments at Symphony Hall so that non-ticketing related calls will be directed to the correct individuals.
- Researches and resolves customer complaints.
Qualifications:
- Collaborative team player who interacts effectively with colleagues on organizational goals.
- Knowledge of ticketing systems, preferably Tessitura, a plus.
- Minimum of 2-3 years box office or 3-5 years related excellent customer services experience in fast-paced, detail-oriented work environment.
- Demonstrated ability to multi-task under pressure and meet deadlines.
- Strong administrative and organizational skills and the ability to handle detailed work accurately and independently.
- Confidence and experience working with high-level decision makers, board members and other volunteers.
- Excellent phone and written and oral communication skills.
- Strong computer skills, especially Tessitura, as well as MSWord, Excel, and relational data bases.
- Interest and/or background in the arts; music preferred.
- College degree or equivalent.
- Hours may vary due to concert schedules.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability status, protected veteran status, or any other characteristic protected by law. The Boston Symphony Orchestra is committed to building a culturally diverse staff and encourages applications from female and minority candidates.”