About the Opportunity
Reporting to the Senior Director of Patron Services & Engagement, the Manager of Patron Services is responsible for assisting in the administration of the CRM/ticketing system including special projects and group sales, processing gift contributions, creating training materials, maintaining the database, and ensuring the highest level of customer service to patrons.
Responsibilities
- Plan, organize, direct, and document all Ticket Center operations and procedures, delegating when necessary and appropriate, those functions to Ticket Center personnel
- Supervise all Ticket Center personnel, including hiring, training, scheduling and performance evaluation.
- Ensure superior customer service, responding to inquiries, resolving issues, and creating a positive patron experience, utilizing Customer Service Issues in Tessitura as appropriate.
- Manage ticketing fulfilment, including subscriptions, special projects such as Kidstix, Vet Tix and group sales, ensuring accuracy and efficiency in the Tessitura CRM system.
- Manage all special ticketing requests, including comps (Director, sponsor, artist/producer, FIM employees, etc.), Capitol Club and subsidy orders.
- Ensure adherence to organizational policies and all ticketing policies and procedures, maintaining accuracy and efficiency.
- Monitor and manage financial transactions, including cash handling, deposits, reconciliations and credit card chargebacks.
- Collaborate with internal departments, including Marketing, Development, Front of House, and Production, to ensure seamless event operations and increase promotional efforts and sales.
- Complete special ticketing reports including royalty payments and Ticket Services settlements.
- Ability to work evenings and weekends, as needed.
- Additional support to the CRM Manager and Marketing, including but not limited to training and back up for CRM ticketing functions.
- Other duties, as assigned.
Qualifications
- 4+ years of experience in an arts and culture organization.
- A Bachelor’s degree or 2-5 years of relevant experience (customer service, marketing, events, arts administration, etc.) is required.
- Thorough knowledge of computerized ticketing systems and box office ticket operations and management. Tessitura knowledge is preferred.
- Demonstrated leadership skills including a desire to move upwards in the organization.
- Proficient in Microsoft Suite.
- An extremely personable, collaborative, and persuasive demeanor, with a high attention to detail and intuitive relationship-building instincts.
- The ability to work evenings and weekends is required.
- Excellent verbal and written communication skills.
- Excellent analytical and mathematical skills.
Compensation and Benefits:
- Competitive Pay starting at $48,000.00 per year.
- Full-Time Position
- Medical, Dental, and Vision Insurance
- Flexible Schedule
- 401k Eligible
- Exempt
*The Flint Institute of Music is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
