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Patron Services Representative

Please note: At this time, the RPO Administrative Office is currently available via e-mail and by phone. As soon as the RPO resumes it’s in office day to day operations we will resume the vetting and interviewing process. Please be patient as we all adapt during this time and we look forward to adding a new member(s) to our RPO team.  In the meantime, stay safe and healthy.  Thank you for your understanding. 

This is a “rolling-need” position.  Current openings vary at any one time.  If you have questions about currently- available positions, please reach out to the contact listed below.

The RPO Patron Services Center manages patron relations, ticketing and house management for the Rochester Philharmonic Orchestra.

The Patron Services environment is fast-paced with staff providing services across a variety of areas, such as:

Job Duties and Responsibilities:

Day Shifts
Sept through May, Mon-Sat, 10a – 5p / Memorial Day – Labor Day, Mon – Fri, 10a – 3p

  • Customer service and patron relations through in-person contact and inbound/outbound phone interaction. Phone traffic can be high at certain times in our concert season.
  • Order processing and cash handling.
  • Extensive computer use of Microsoft Office programs and sales in the Tessitura performing arts ticketing and the database system.
  • Patron cultivation and retention via relationship management (ie. creating patron notes on the interaction, logging customer service issues).
  • Communication of ticketing and concert information to single ticket buyers and subscribers.
  • Facilitation of single ticket and subscription package sales.
  • Detail-oriented tasks, such as subscription and renewal mailings, marketing campaigns and filing.
  • Retail sales of RPO, guest artist and/or holiday concert merchandise as needed on concert day/night.
  • Additional duties as assigned.

Concert Shifts
Concerts Thurs – Sun throughout the season.  See below for typical hours.

For all performances at Kodak Hall (Philharmonics, Pops and Special Concerts), the Patron Services Center becomes mobile, closing at 5 pm and reopening 90 minutes prior to the performance at the Eastman Theatre Box Office (ETBO) at 433 E. Main Street.  For Sunday Matinee and OrKIDstra concerts (Sundays, 2 pm), ticket sales open 1 hour prior to the concert at Hochstein Performance Hall.

The environment prior to the concert can be fast-paced, with Representatives focused on rapid (but friendly) ticket sales.  Duties include:

  • Concert ticket sales and customer service.
  • Assistance with remote box office setup, including Will Call operations. Responsible for the break-down of workstations post-intermission.
  • Retail sales of RPO, guest artist and/or holiday concert merchandise as needed on concert day/night.

Desired Knowledge, Skills and Abilities:

  • Outgoing, confident and friendly. Comfortable and confident on the phone. Customer-focused personality.  Previous “people-facing” experience essential.
  • Excellent verbal and written communication skills.
  • Commitment to communication regarding the status of tasks assigned, or issues encountered with patrons.
  • Excellent follow-through on assigned tasks.
  • Ability to manage workload and solve problems independently with support from Patron Services management as needed.
  • Increasing the ability to make independent judgment calls with appropriate boundaries and training.
  • Ability to maintain composure while in stressful situations.
  • Ability to manage financial transactions and cash handling policies.
  • Comfortable and experienced in Microsoft Word, Excel and Outlook. Extensive computer-based work will be expected.

 

To apply, candidates may send a resume and brief email or cover letter to Troy Tette, Manager of Patron Services.

Email:  [email protected]
Mail:  255 East Avenue LL02, Rochester, NY 14604