Patron Services Representatives

Date Posted: Sep 21, 2022
Application Deadline: Oct 10, 2022
Start Date: Nov 07, 2022

Salary From: 35K To 35K
Province: Ontario
Region: Metro Toronto Area
City: Toronto
Employee Benefits: Health, Pension, Other (e.g. flex time, comp tickets, etc.)
Check Additional Info section for more Employee Benefits
Organization's Field/Discipline: The Arts
Job's focus: Administrative
Job Type: Full-time
Career Level: Entry level/ intern

Organization Description

Toronto Symphony Orchestra
Founded in 1922, the Toronto Symphony Orchestra is one of Canada’s major cultural institutions and among the top orchestras in the world. Under the leadership of Music Director, Gustavo Gimeno, the TSO is committed to innovative programming and showcases a roster of distinguished guest artists and conductors. In addition to performances, the TSO serves the community with one of the largest music education and engagement programs in Canada, connecting students throughout Ontario with curriculum based programming.

Job Description

Patron Services Representatives 

Department: Patron Services

Reports To: Assistant Manager, Patron Services 

Status: Full-time, permanent 

Base Salary: $36,000 and competitive benefits package 

Position Summary:

The Patron Services Representative works in a fast-paced environment, focusing on providing an exceptional and engaging customer service experience for all patrons and donors. Typical services include ticketing, receiving donations, inbound and outbound calls, Live Chat, email, and other general inquiries. The role requires  experienced, dynamic individuals with a passion for customer service, ticketing and arts administration. 

Office hours are generally Monday to Friday, from 9 AM to 5 PM. Additional hours are required to work evening and weekend concert duty, primarily at Roy Thomson Hall and  George Weston Recital Hall, as well as occasional meetings and office work during peak times of the season.  You will be a part of the Patron Services Team and provide concierge level service to all of our patrons where our goal is to exceed expectations.

In this position, you will begin working from the TSO office and upon the completion of the 3 month probation period, may transition into a hybrid work model of 3 or more days a week in the office, and the others working remotely from a secure location in your home. The TSO office is located at 145 Wellington Street West, Toronto, Ontario.

Key Responsibilities:

Arts Administration 

  • Remain current and knowledgeable about TSO and TSYO performances, TSO Friends Donor Program and Events, TSOUNDCHECK Program, Subscription Packages, and Single ticket and Group Sales policies and practices, promoting each, where appropriate.

  • When answering patron enquiries, be prepared to go the extra mile by not just answering product and service questions, but by providing information for alternate concerts, packages and services, as appropriate.

  • Support and engage TSO patrons through outbound courtesy calls to welcome new subscribers, inform patrons regarding concert changes, subscription renewals reminders, Friends program, and new events and opportunities.

  • Remain current with legislative training as it pertains to customer service (i.e., AODA, Bill 168, Bill 132).

  • Assist with other duties/projects as required.

Customer Service 

  • Resolve customer service challenges by clarifying the patron's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem; expediting correction or adjustment, and following up to ensure resolution.

  • Respond to all inquiries by phone, Live Chat, email, and in-person in a prompt and professional manner.

  • Field feedback from patrons, finding solutions to challenges that may arise. Ensure that patrons’ voices are heard and that the TSO patron experience continually improves.

Ticketing

  • Facilitate patron transactions at the TSO including processing single tickets, subscriptions, group sales, and fulfillment of subscriber and donor benefits.

  • When answering patron enquiries, be prepared to go the extra mile by not just answering product and service questions, but by providing information for alternate concerts, packages and services, as appropriate.

The Toronto Symphony Orchestra is committed to having a workforce that is reflective of the diversity of the City of Toronto and strongly encourages applications from all qualified individuals, especially those who can provide different perspectives and contribute to a further diversification of ideas. 

The TSO is committed to providing accommodations for people with disabilities. If you require accommodation, the TSO will work with you to meet your needs. 

Working Conditions/Physical Demands:

Routine office environment with most concert-related activity taking place in Roy Thomson Hall. The Patron Services Coordinator will be required to work some evening and weekend concerts and/or other special events. The TSO is currently working in a hybrid work environment with the balance of in-office and remote work determined by departmental needs.

The TSO requires all employees to provide proof of fully-vaccinated status, with vaccines approved by Health Canada. A person is considered fully-vaccinated if they have completed the required regime for a COVID-19 vaccine and 14 days have passed since their final dose.



Requirements:

Required Experience and Skills:

  • Minimum of 1-2 years’ experience in delivering a high level of customer service.

  • Ability to thrive in a fast-paced team environment with a high call volume, and respond calmly to challenging situations.

  • Attention to detail is critical.

  • Experience in effectively managing multiple medium scale tasks simultaneously; excellence in organizing and prioritizing.

  • Strong written and verbal communication skills; excellent interpersonal skills and ability to interact with all levels of staff, including management.

  • Available to work some evenings and weekends in addition to the regular 9-5 schedule

  • Demonstrates initiative, analytical and problem-solving skills.

  • Some light lifting is required to move ticket inventory and supplies.

  • Knowledge of ticketing systems. Working knowledge of Tessitura is a strong asset.

  • Passion for orchestral music or performing arts.

 



Additional Info:

About the TSO: 

 One of Canada’s most respected arts organizations, the Toronto Symphony Orchestra (TSO) has played a vital role in the city’s dynamic cultural life for 100 years. Music Director Gustavo Gimeno brings an expansive artistic vision, intellectual curiosity, and sense of adventure to programming the 93-musician Orchestra. The TSO is committed to serving local and national communities through vibrant performances, extensive educational activities, and impactful community relationships. It has a notable recording and broadcast history and has been celebrated internationally during its many tours. Toronto’s iconic Roy Thomson Hall is the TSO’s home, drawing patrons from around the world. The Toronto Symphony Orchestra’s name remains synonymous with musical versatility and growth, and artistic distinction.  



How to Apply:

How to Apply: 
Please email your cover letter, resumé, and the names, email addresses, and phone numbers of 3 references by 5 pm on Monday, October 10th, 2022 to Esther Lee, Director of Human Resources, at elee@tso.ca.  While the TSO thanks all applicants for their interest, only those applicants selected for an interview will be contacted. For selected candidates, preliminary telephone screener calls will be conducted on October 12 or Oct 13, 2022.  


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