Los Angeles Philharmonic Association is hiring: Audience Services Representative

Description

Position: Audience Services Representative(Local 857 Treasurers & Ticket Sellers Union)

Department: Customer Engagement

FLSA Grade: Non-Exempt, Part-Time

Salary: $20.14/hour

Position Summary:

Provide direct telephone, letter, and electronic customer service for the public daily, serve as a sales and service agent to patrons of the Los Angeles Philharmonic Association, and enter customer feedback into the patron database.

Position Elements:

• Provide high-level customer service to resolve complex or difficult customer inquiries by phone, letter, live chat and e-mail
• Enter customer feedback into patron database
• Function as information and sales representative for all events related to the Los Angeles Philharmonic Association, Walt Disney Concert Hall, and Hollywood Bowl
• 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 Los Angeles Philharmonic Association; up-sell appropriate services and events
• Guide patrons through their online interactions with all pertinent web portals
• Sell new and renewal subscriptions, flex plans, single tickets, gift cards, and related items
• Assist with database maintenance, add accounts in ticketing system, and correct patron information
• Take reservations for free admission events
• Make outgoing calls to patrons regarding program or event changes and new services or offerings as necessary
• Compose and distribute periodic customer comment reports
• Provide pre-concert customer service at the Hollywood Bowl Information Booth and Walt Disney Concert Hall
• Attend performances at the Hollywood Bowl; greeting guests and working with box office and house management to help reconcile onsite customer concerns
• Assist Patron Services Manager as needed
• Other duties as assigned

Relationships:

Reports To: Audience Services Manager

Interacts With: Patron Services

The Music Center and LA Phil venue Operations teams

Walt Disney Concert Hall, Hollywood Bowl, and The Ford Box Office

Assistant Director, Sales and Customer Engagement

Philanthropy

Marketing

Other LAPA staff as needed

Patrons

Minimum Requirements

Position Requirements:

• 2-3 years of experience in the customer service field
• Previous ticketing experience preferable
• Flexible schedule required for day, evening, and weekend shifts
• Availability to work nights and weekend shifts, specifically Friday and Saturday
• Strong interpersonal skills with an ability to work well with people at all levels, across a diverse customer base
• Computer proficient including Microsoft Office and Windows Operating System
• Ability to think quickly and creatively problem-solve
• Excellent verbal and written communication skills
• Ability to type 40 wpm
• Superior interpersonal manner
• Excellent organizational skills
• Knowledge and passion for the arts
• Secondary language is a plus

Updated 12/2024

The Los Angeles Philharmonic Association will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of the FCIHO.

Equal Employment Opportunity Policy

The Los Angeles Philharmonic Association embraces and is committed to diversity and inclusion within our staff, musicians, guest artists, audiences, and surrounding communities. The Association does not discriminate on the basis of race, color, religion, religious creed (including religious dress and religious grooming), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information, genetic information, marital status, gender, gender identity, gender expression, military status, veteran status, or any other basis protected by federal, state, or local law. Consistent with the law, the Association also provides reasonable accommodation for disabled applicants and employees in accordance with the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act, for pregnant employees who request an accommodation with the advice of their health care providers, for pregnancy, childbirth or related medical conditions; for employees who are victims of domestic violence, sexual assault or stalking; and for applicants and employees based on their religious beliefs and practices.