Patron/Audience Services Representative Job at Arts for LA in Los Angeles

Position: Patron / Audience Services Representative (Local 857 Treasurers & Ticket Sellers Union) FLSA Grade: Full Time, Non-exempt Position Summary The Patron/Audience Services Representative, reporting to the Audience Services Manager, provides 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. Position Elements 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 LA Phil, third party lease events, and performance venues Make outgoing calls to patrons regarding program or event changes as necessary Provide pre-concert customer service at the LA Phil performance spaces 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 LA Phil; 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 the Manager, Patron Services as needed Other duties as assigned Relationships Reports To: Audience Services Manager Audience Services Supervisors Interacts With: Audience/Patron Services Representatives Music Center and LA Phil venue House Box Office Director, Sales and Customer Service Marketing Other LAPA staff as needed Position Requirements A minimum of 3 years of 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 Previous ticketing experience (Tessitura Database experience preferred) Team player with strong interpersonal skills and an ability to work well with people at all levels, across a diverse customer base in a dynamic working environment Proficient user of Microsoft Office, particularly Word, Excel, and Outlook. Superior communication, verbal and written, listening, and telephone skills Excellent organizational skills and the ability to work independently, while handling multiple tasks Willingness to set goals, take initiative, identify customer service trends, and learn new skills Ability to work some nights, weekends, and holidays Knowledge of or willingness to learn about Classical and other forms of music Salary: $22.19 – $25.53, hourly Education requirements: N/A Deadline to apply: May 31, 2026 Documents required to apply: Resume, references #J-18808-Ljbffr