Patron Services Officer

Overview
Reporting to the Director of Marketing and Communications and working in close collaboration with the Senior Marketing Officer and the box offices of The Royal MacPherson Society and the Farquhar Auditorium at UVic, The Patron Services Officer (PSO) plays a key role in coordinating Victoria Symphony (VS) box office activities and delivering the highest standard of patron experience and satisfaction.

Responsibilities include

• Representing the Victoria Symphony to subscribers, single ticket buyers, and other stakeholders in a vibrant, helpful, courteous, professional, and customer-oriented manner (providing the highest-possible level of patron service is the expectation)
• Selling subscription packages and single tickets for VS concerts, including processing and tracking payments
• Tracking daily sales and providing sales reporting and analysis of sales trends for all performances
• Accounting for and reconciling all ticket sales in accordance with VS and venue partners’ rules and regulations (in accordance with sound accounting practices)
• Generating other box office reports as requested, including qualified patron lists for the Marketing Department and, where appropriate, in support of the Finance, and Development Departments
• Collaborating with the Marketing Department on various initiatives including the season subscription campaign, single ticket launch, direct mail campaigns, and special events
• Providing strategy and insights regarding box office systems/operations and audience engagement tactics
• Coordinating with box office managers at the Royal Theatre and Farquhar at UVic to facilitate processes for patrons, booking tickets, handling disputes, and special requests
• Preparing and sending correspondence to patrons, including printing and mailing tickets, brochures, and other information as needed
• Attending performances as required to coordinate onsite audience engagement (e.g. sponsor activation, surprise and delight tactics, and incentives for new-to-file patrons) and provide excellent customer service (e.g. handling ticket issues that may arise and serving as a staff liaison to volunteers)
• Training and supervising seasonal box office staff (e.g. for subscription campaigns)
• Processing and tracking non-box office sales and payments (e.g. raffles, private events)
• Acting as the primary point of contact for phone, email, and in-person inquiries, connecting patrons with relevant staff contacts / departments or finding and relaying information as requested
• Coordinating complimentary ticketing requests from the Marketing and Development Departments for media, sponsors, donors, and other stakeholders
• Tracking and ordering supplies for the VS box office
• Performing additional duties as required

Requirements: Qualifications

• A post-secondary degree or diploma in communications, arts administration, hospitality, or a related field (or equivalent experience)
• A minimum of two years working in a box office or in a ticketing capacity utilizing ticketing software (ideally Tessitura or Theatre Manager), along with Excel and Word
• Excellent organizational skills / project management experience
• Outstanding customer service and interpersonal skills
• Strong attention to detail, and a demonstrated ability to multi-task and meet tight deadlines in a fast-paced environment
• A passion for the performing arts (experience in arts administration is an asset)
• A positive, motivated, self-starter work ethic, and a resilience in the face of challenges
• The ability to work flexible hours, sometimes including weekends, evenings, and holidays
• Basic accounting / math skills

Additional Info: Remuneration:

This is a one-year contract position to start, with the possibility of extension. Competitive pay of $50,000 - $55,000 annually, plus leave and benefits, negotiable commensurate with experience.

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