Box Office Agent

I.    Summary

Reports to: Director of Ticketing & Customer Service

Employment Status: Part Time, Hourly, Non-exempt

Position Overview: The Box Office Agent will ensure the highest level of customer satisfaction and retention by working with teammates to elevate the customer experience during concerts. This includes working the box office window to generate ticket sales revenue, educate patrons, and provide support to customers. This position requires a minimum of four concert shifts per month during the Nashville Symphony’s concert season (September through June).

II.    Primary Duties and Responsibilities

1.    Maintain high levels of customer service with a positive and service-to-others attitude.
2.    Participate in a minimum of four box office night-of-show shifts per month as needed. Needs may shift higher or lower based on concert schedule.
3.    Answer questions to retain and build customer activity, loyalty and satisfaction while confirming and keeping accurate records of ticket purchases, donation amount, updates to patron data, and follow-up information.
4.    Fulfill night-of-show ticket orders and assist in the distribution of single and season tickets.
5.    Be educated and educate our customers on concert content and various sales products.
6.    Identify challenges and resolves potential conflicts.
7.    Handle inbound customer service calls, voicemails, or emails as needed.
8.    Develop a thorough knowledge of ticketing policies and database/CRM skills to a level of proficiency required for the position.
9.    Responsible for specific tasks assigned at time of hire.

10.  Other duties as assigned that help reach our departmental and institutional goals.

III.   Supervisory Responsibilities: None

IV.    Work Requirements and Qualifications   

Education: High school diploma or equivalent combination of education and experience.

Experience: At least one year of experience with customer service, but we will fully train the right candidate.

Knowledge, Skills, and Abilities:
    Background in arts and/or knowledge of symphonic music preferred but not required.
    Ability to stay organized and multi-task during in-person events.
    Ability to stay calm and positive in the face of challenging customers.
    Punctuality, dependability, a strong work ethic and the ability to exercise good judgment are a must.
    Excellent verbal, written and interpersonal communication skills.
    Knowledge of Microsoft Office Suite and Tessitura customer relations software helpful but not required.
    The ability to handle confidential information while protecting the privacy of donors, patrons and prospects is vital.
    Must be able to work in a fast-paced environment.
    Must possess highly effective interpersonal and problem-solving skills.
    Must be able to work evening and weekend shifts.
    A flexible schedule that includes availability for evening shifts and some holidays as assigned.