Patron Services Representative

The Patron Services Representative provides comprehensive support for ticketing and customer relationship management, ensuring exceptional service aligned with the Buffalo Philharmonic Orchestra's vision. Reporting to the Patron Services Manager, this part-time role manages ticket sales, assists patrons with inquiries, and fulfills group and corporate orders. The representative ensures positive experiences at concert events, providing operational assistance to BPO and KMH staff, and maintaining accurate patron records. This is a part-time, in person role that requires weekday, weekend, and evening availability, aligning with Kleinhans Music Hall’s performance and event calendar.

Specific Responsibilities:

Ticket Sales and Customer Support:

· Answer phones and sell subscription/single tickets at the Box Office or via phone.

· Assist customers with internet ticket purchases.

· Respond to inquiries via assigned extensions, voicemails, and email.

Data Entry and Fulfillment:

· Enter ticket orders into the Patron Manager system.

· Fulfill group/corporate sales and special event orders.

· Daily data hygiene, i.e., merging basic duplicate records and forwarding questionable records.

Event Support and Ticket Management:

· Provide concert duty, helping patrons get settled and processing will-call tickets.

· Process complimentary ticket requests and ensure accurate ticket mailings.

· Independently fulfill ticket exchanges, refunds, and merchandise management to assist patrons and minimize escalations to higher-level management.

Cash Handling, Site Security, and Access

· Lock/unlock and set alarms independently for Box Office operations.

· Logging into BPO Systems and phones with individual credentials.

· Understand and execute opening and closing daily cash handling procedures.

Additional Duties:

· Perform other tasks as assigned by the Patron Services Manager.

Position Requirements:

· At least 2 years’ experience in customer service.

· Friendly with exceptional customer service skills & excellent communication skills.

· Self-starter capable of independent work.

· Highly organized and able to multitask in a fast-paced environment.

· Computer skills (Microsoft Word, Excel, CRM databases).

· CRM database experience preferred, especially with Patron Manager, Patron Edge, or Tessitura.

Job Type: Part-time

Pay: $15.50 per hour

Expected hours: 10 – 20 per week

Schedule:

• Day shift
• Evening shift
• Weekends as needed

Application Question(s):

• Must be willing to work weekends as needed

Experience:

• Customer service: 2 years (Preferred)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Ability to Commute:

• Buffalo, NY 14201 (Required)

Work Location: In person