Overview
The Patron Services Manager assists in managing the Box Office and supervises ticketing and customer relationship management activities, ensuring exceptional customer service. The manager provides effective staff oversight, maintains accurate patron data, and contributes to the seamless operation of concert evenings. This position is responsible for Group Sales execution under the advisement of the Director of Patron Services. This full-time role requires weekday, weekend, and evening availability, aligning with the Buffalo Philharmonic Orchestra Society (BPO) & Kleinhans Music Hall’s (KMH) performance and event calendar.
Specific Responsibilities:
Box Office Management and Staff Training:
- Supervise Patron Services Representatives, ensuring adherence to BPO policies.
- Act as the primary decision-maker in the Director of Patron Services’ absence.
- Server as the primary on-location liaison with KMH staff.
- Train new hires on essential functions and monitor progress, including writing PSR reviews.
- Provide training on Box Office functions, phone call handling, and managing ticket exchanges/refunds.
- Daily financial reconciliation
- Create staff schedules.
- Collaborate with the Director on final schedule approval and adjust Patron Services Representative schedules as needed.
Ticketing & Customer Relationship Management:
- Respond promptly to customer inquiries and requests, assisting with ticket purchases.
- Work with the Director of Patron Services to ensure proper CRM event creation/setup, ticketing, reporting, and troubleshooting, while maintaining accurate patron data and logs.
- Process ticket orders, group sales payments, and maintain detailed sales logs.
- Utilize dedicated licenses/logins for Patron Manager, Vaspian, and other related systems.
Access and Site Security:
- Train Box Office staff to independently lock/unlock and arm/disarm alarms.
- Delegate individual extensions and voicemails to representatives for efficient call handling.
Retail and Inventory Management:
- Manage merchandise including guest artist merchandise and the maintenance of BPO CD inventory, including periodic audits.
- Liaise with the Gift Shop coordinator for inventory management and reconciliation.
Administration and Collaboration:
- Maintain Box Office supplies and assist with ordering.
- Collaborate with Kleinhans staff and other BPO departments as needed.
- Coordinate BPO Shuttle Operations.
- Perform additional administrative duties as assigned.
External Partnerships:
- Seek group sales opportunities.
- Serve as a liaison to tourism organizations to promote the Philharmonic.
- Coordinate with volunteers for gift shop operations and BPO shuttle services for patrons.
Position Requirements:
- Minimum of 3 years of customer service experience; Box Office experience is a plus.
- Highschool diploma/GED or higher is required.
- Familiarity with ticketing software (ex. Patron Manager) and /or point of sale software.
- Strong problem-solving and communication skills.
- Ability to remain patient and adapt quickly.
- Well-organized and able to multitask in a fast-paced environment.
- Proficiency with Microsoft 365 (Word, Outlook, and Excel).
- Enthusiasm for the Buffalo arts community; knowledge of classical music a plus.
Pay: $19.00 - $21.00 per hour
Benefits:
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Must be available to work evenings and weekends.
Education:
- High school or equivalent (Required)
Experience:
- Customer Service: 3 years (Required)
- ticketing and/or point of sale software: 1 year (Required)
- Sales : 1 year (Preferred)
Work Location: In person
