Customer Experience Representative

Job Description

Job Description

Description:

Customer Experience Representatives provide telephone and in-person sales of individual tickets and subscription packages, outbound calls and communications for The School of Ballet Arizona, as well as customer service in support of professional and student performances for Ballet Arizona. Representatives will work at the main box office location near downtown Phoenix during regular business hours and will also provide in-person ticket sales support at external box offices including Symphony Hall, Orpheum Theatre, Ballet Arizona’s Dorrance Theatre, and the Desert Botanical Garden on the evenings and weekends of performances. Representatives may also provide box office support for exclusive partner organizations on an as-needed basis.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Receive and process phone, walk-up and mail ticket sales orders from the public.
• Give detailed information about performances to provide the best possible customer experience.
• Provide general information regarding The School of Ballet Arizona (SBAZ) by phone or email to inquiring patrons.
• Provide outbound calls and email communications with (“nurture”) messaging to help convert SBAZ leads into student auditions or enrollments.
• Maintain a high-level of service and helpfulness when serving patrons and internal staff.
• Stay current on the organization’s events and be knowledgeable about details.
• Work both independently and in a team environment.
• As needed, occasionally provide outbound calls and email communications with (“nurture”) messaging to returning subscribers and group sale leads.
• As needed, occasionally pull basic reports and create lists in Tessitura.
• Process ticket voucher requests for other organizations.
• Perform other related duties as assigned.

Competencies

• Must demonstrate excellent written and verbal communication skills.
• Must demonstrate excellent interpersonal and customer service skills including patience, persuasiveness, and attentiveness.
• Must possess a high level of digital literacy, be proficient in Microsoft Office applications, and be comfortable working with databases.
• Must demonstrate a high-degree of integrity, dependability, accountability, and global fluency.
• Must be a strong collaborator and a team player.

Supervisory responsibilities

• This position has no direct reports.

Work environment

• Work is conducted primarily in an office setting and at performance sites in the community. Event support at the main office location and at external event sites is required.
• Some weekends, nights, or on-call work are required.

Physical demands

• Physical requirements include sitting for long periods of time and heavy computer usage.
• Light physical effort is required – must be able to lift up to 20 pounds.

Travel required

• Travel to and from external event sites (within Maricopa County) is required.
• Must be willing and able to commute to and from the office and event sites on a regular basis.?

Required education and experience

• High School Diploma or GED
• 1+ years’ experience in sales, out-bound calling, and/or telemarketing
• Proven record of outstanding customer service

Preferred education and experience

• Experience with ticket sales preferred
• Proficiency in Spanish desirable
• Experience with Tessitura strongly preferred
• Experience in the performing arts field desirable

Additional eligibility requirements

• N/A

Work authorization/security clearance requirements

• Applicants must be legally authorized to work in the United States.