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Patron Services Manager

October 13, 2022



Reports to: Director of Patron Services and Core Values

 

Summary/Objective

The Center for the Performing Arts (CPA) and the Great American Songbook Foundation (GASF) are seeking a Patron Services Manager to fulfill a key role as part of the leadership team for the Center’s Fifth Third Bank Box Office. Responsibilities are focused on providing excellent service to all patrons, helping to lead the box office team, using the Tessitura ticketing software, and providing support to Resident Company and Rental clients.

 

This role must embrace and demonstrate the Center’s core values of excellence, collaboration, innovation, integrity and inclusion.

 

Essential Functions

Reasonable accommodations will be considered to enable qualified individuals with disabilities to perform the essential functions of this role:

  1. Provide excellent and comprehensive service to patrons of the CPA and GASF.
  2. Enter and manage all relevant patron information in the database, ensuring data integrity.
  3. Retain knowledge of software functions and keep up to date on changes resulting from version upgrades and organizational standards.
  4. Use report and list functionality to meet requests from other departments.
  5. Build Center Presents, Resident Company and Rental events using ticketing software.
  6. Manage Daily batch posting and preparation of daily deposits.
  7. Supervise the box office for campus events.
  8. Provide multilevel support to Resident Companies.
  9. Provide and direct the training of Patron Services team members.
  10. Create or update documentation for new and existing processes.
  11. Create and distribute the box office staffing schedule.
  12. Collaborate with the Director of Patron Services in the recruitment process.

 

Competencies Required

  1. Communication Proficiency
  2. Customer/Client Focus
  3. Problem Solving/Analysis
  4. Teamwork Orientation
  5. Technical Capacity
  6. Time Management
  7. Attention to Detail

 

Required Education and Experience

  1. Level of Education, Minimum – High School Diploma
  2. Minimum of three years of supervisory or managerial experience working in a customer service-related field

 

Preferred Education and Experience

  1. Bachelor’s Degree
  2. Experience using Tessitura software

 

Supervisory Responsibility

This position includes periodic supervision of some team members.

 

Work Environment

This position operates in a professional office environment that requires accountability for our core values, which include diversity and equity. This role routinely uses standard office equipment such as computers, phones, copiers, etc. Due to proximity to outer doors that open and close, there are times of year that could be considered unusually cold.

This role must embrace, lead, and demonstrate our core values of excellence, collaboration, innovation, integrity, and inclusion.

 

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit, stand, walk, use hands, and reach with hands and arms. May lift up to 50 pounds on occasion/regularly.

 

Position Type and Expected Hours of Work

This is a full-time position with benefits, on a flexible schedule requiring evening and weekend availability.

 

Travel

No travel is expected for this position.

 

AAP/EEO Statement

The Center for the Performing Arts and the Great American Songbook Foundation provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type. The Center for the Performing Arts and the Great American Songbook Foundation provide an inclusive environment for all employees, applicants, vendors, visitors, and patrons without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic.

 

Please apply online or email cover letter and resumé to careers@thecenterpresents.org