Lead Patron Services Representative

La Jolla Playhouse
Published
June 10, 2021
Location
2910 La Jolla Village Dr, La Jolla, California
Job Type
Salary
17.00
Type of Pay
Hourly
Contact Name
Jennifer Boaz
Contact Email
jboaz@ljp.org

Description

Submit a cover letter and resume to resumes@ljp.org.  Please include in the subject line - “Lead Patron Services Representative”

ORGANIZATION OVERVIEW

La Jolla Playhouse is internationally renowned for creating some of the most exciting and adventurous work in American theatre. Founded in 1947, the Playhouse is now a not-for-profit, professional theatre in residence on the University of California, San Diego campus. Its mission is to advance theatre as an art form and as a vital social, moral and political platform by providing unfettered creative opportunities for the leading artists of today and tomorrow. The Playhouse’s brilliant and innovative productions of classics, immersive projects, new plays and musicals have merited over 300 major honors and 38 Tony Awards, including the 1993 Tony Award for America’s Outstanding Regional Theatre. These works include The Who’s Tommy, Billy Crystal’s 700 Sundays, the Pulitzer Prize-winning I Am My Own Wife, Memphis and international sensation Jersey Boys.

La Jolla Playhouse is committed to diversity in all areas of our work, on and off stage.   We lead with our values and encourage individuals with unique perspectives to apply.  La Jolla Playhouse is proud to be an Equal Opportunity Employer (EOE).

STATEMENT OF JOB

The Lead Patron Services Representative represents the La Jolla Playhouse to patrons, over the telephone, by email correspondence, and in person - selling single tickets and subscriptions while providing quality customer service. This position is expected to work cohesively with all employees, set an example for other Patron Service Representatives, and may on occasion train other representatives on company ticketing processes and systems. In addition, this position is responsible for processing vouchers, processing transactions for the Learning & Engagement programs, and is required to learn additional Tessitura functions in order to provide in-house Tessitura support.

ESSENTIAL JOB DUTIES

  • Responsible for opening and closing of the box office, generating daily sales reports, reconciling daily transactions, and managing banks and cash handling
  • Answer customer questions about the theatres, pricing, current promotions, and policies
  • Provide patrons with accurate play, musical and/or special event descriptions/information, ensuring a positive ticketing experience
  • Assist patrons with purchasing tickets and/or subscriptions to La Jolla Playhouse events, including advising single ticket patrons on the benefits and cost-savings of subscriptions
  • Assist patrons with exchanges, ticket donations, reprints, gift certificate purchases, and other miscellaneous transactions
  • Maintain and update subscriber/patron database
  • Assist in collection efforts for outstanding balances due
  • Coordinate performance tickets for mailing/will call/box office pick up at the theatre
  • Handle will call distribution and walk up sales for LJP performances and special events, both onsite and off
  • Make outbound customer service/solicitation calls to renew existing subscribers as part of the renewal phone campaign
  • Process subscription orders submitted by the Sales Concierges
  • Process nominal donations in accordance with the Philanthropy Department
  • Process interdepartmental ticket requests for comps, standbys, and house seats
  • Proofread internal documents and seasonal brochures
  • Act as a point person for resolving customer service issues that do not require escalation to the Senior Patron Services Manager
  • Assist in training Patron Services Representatives on the use of Tessitura and general office procedures
  • With the Associate Director of Ticketing Services and the Senior Patron Services Manager, ensure Patron Services Representative are fully versed on all LJP events, source codes, special promotions, package offerings, etc.
  • Assist the Associate Director of Ticketing Services and the Senior Patron Services Manager in Opening Night responsibilities such as ticketing and check-in as needed
  • With guidance from the Associate Director of Ticketing Services and the Senior Patron Services Manager, assist in Tessitura setup and maintenance, including but not limited to adding price types, rezoning seats, placing holds and allocations, setting up promo codes, and pulling lists and reports, ensuring that information is built and maintained with thorough accuracy and attention to detail
  • Act as the point person for transactions for Education and Outreach programs, including the Young Performer’s programs
  • Act as the point person for creating and distributing guest vouchers, requested online, by mail, or internally
  • Take inventory of and place orders for office supplies needed for the Patron Services Department
  • Provide backup support to the Patron Services Assistant Manager on the Playhouse Partners
  • Provide backup support to the Senior Lead Patron Services Representative on group sales
  • Attend Tessitura and customer service-related training sessions as required
  • Other duties as assigned by the Associate Director of Ticketing Services

REQUIREMENTS & PROFICIENCIES

  • 2 or more years professional box office, customer service, or sales experience or equivalent combination of education & experience from which comparable knowledge/abilities can be acquired
  • High end customer service skills
  • Computerized ticketing software experience (Tessitura preferred)
  • Ability to use a multi-line phone system
  • Strong written and verbal communication skills
  • Strong organizational and interpersonal skills
  • Experience with Microsoft Office Suite, especially Word and Excel
  • Ability to maintain highly confidential information and use excellent judgement on a variety of sensitive subjects
  • Supervisory experience preferred
  • Availability on nights, weekends, and holidays

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