Employment Opportunity - REVISED Job Posting for the Patron Services Department   

1. Patron Services Senior Representative - Maestro’s Club (MC) -   One (1) Position

2. Patron Services Senior Representative - Friends/Impresarios Club (FR/IC) - One (1) Position 

About the TSO

For over a century, the Toronto Symphony Orchestra (TSO) has played a fundamental role in shaping and celebrating Canadian culture. Now in our 102nd year, the TSO’s commitment to musical excellence and ability to spark connection remain as strong as ever. With a storied history of acclaimed concerts and recordings, Canadian and international tours, and impactful community partnerships, we are dedicated to engaging and enriching local and national communities through vibrant musical experiences. 

Music Director Gustavo Gimeno brings an expansive artistic vision, intellectual curiosity, and sense of adventure to programming the 93-musician Orchestra that serves Toronto—one of the world’s most diverse cities. The TSO performs over 100 concerts annually, offering a variety of programming from the classical to music composed in our time. 

Music has the power to heal, inspire, and connect people from all walks of life. The TSO is privileged to also engage audiences of all ages through an array of education, community access and health and wellness initiatives, primarily funded by philanthropy. 

Join us for a concert at Roy Thomson Hall, or experience the TSO in your neighbourhood. Visit TSO.CA or newsroom.tso.ca.

Reports To: Manager of Patron Services

Status: Permanent Full-time  

Salary:  $47,740.50 

Position Summary: 

The Senior Patron Services Representative is responsible for supporting all patrons with general inquiries, customer service, ticket purchases (single tickets, promotions, subscriptions), exchanges, and donations with a focus on patron loyalty and retention. As a Senior Patron Services Representative, this role will have an additional responsibility in managing patron and/or external relationships.

Major Duties and Responsibilities: 

• Facilitate patron transactions at the TSO including processing subscriptions, group sales, and fulfillment of subscriber and donor benefits. Will also assist with single-ticket calls when required.

• 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.

• Respond to all inquiries by phone, Live Chat, email, and in person promptly and professionally.

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

• Position includes outbound courtesy calling to patrons regarding concert changes, subscription renewals, subscriber perks, and Friends program.

SPECIFIC Maestro’s Club Ticketing Concierge key responsibilities:

• Monitoring a dedicated Maestro’s Club phone line and email inbox, answering donor questions accurately and efficiently, and providing a high level of professional customer service above and beyond the donor’s expectations

• Updating and maintaining appointment scheduling software (Calendly) before and during renewal season to ensure Maestro’s Club members and VIPs can book a one-on-one appointment with their Ticketing Concierge

• Attend exclusive Maestro’s Club events, both in-person and virtual, to build relationships with donors

• Be knowledgeable and provide accurate information about donor benefits and exclusive donor events, assist with event RSVPs

• Manage priority seating for Maestro’s Club Members and VIPs during renewals and accommodate seating preferences to improve the donor experience

• Liaise between the Development teams and Patron Services to ensure all PS reps have the most up-to-date information for answering donor questions

• Review Development communications for accuracy and clarity before being deployed 

• Assist with other duties/projects as required.

SPECIFIC Impresarios Club (IC) & Friends (FR)  (including Maestro’s Club) Ticketing Concierge key responsibilities:

• Monitor dedicated FR/IC inboxes for any stewardship-related questions, answering donor questions accurately and efficiently, and providing a high level of professional customer service above and beyond the donor’s expectations.

• Be knowledgeable, provide accurate information about donor benefits and exclusive donor events, and assist with event RSVPs.

• Assist Maestro’s Club Ticking Concierge with monitoring a dedicated phone line and email inbox, answering donor questions accurately and efficiently, and providing a high level of professional customer service above and beyond the donor’s expectations.

• Assist Maestro’s Club Ticketing Concierge with priority seating for Maestro’s Club Members and VIPs during renewals and accommodate seating preferences to improve the donor experience.

• Assist with other duties/projects as required.

Nature and Scope of Responsibility: 

• 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.

• Responding to a high volume of calls, emails, and live chat, while managing additional department duties such as contact us, ticket packaging, and online exchanges.

• Ability to remain calm while de-escalating distressed customers and challenging situations or resolving disputes.

• Work collaboratively with other PS team members as well as colleagues in other departments, to resolve patron inquiries and concerns.

• Assist with covering duties of other Senior Patron Services Representatives during absences.

• Taking initiative in providing support and leadership with patron services representatives.

• Assist the management team with coaching and training new team members.

• Support co-workers with tasks related to Development operations. 

Experience & Qualifications:

• Minimum of 2-3 year’s experience in delivering a high level of customer service.

• Experience in effectively managing multiple medium to large-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.

• Experience with Ticketing software. Working knowledge of Tessitura is a strong advantage.

• Knowledge of Google Workplace.

How to Apply: 

Please go to the TSO website www.tso.ca/employment and refer to the job posting. Candidates must click on the Apply Button to provide TSO with your cover letter and resume by 5:00 PM Wednesday, December 4th, 2024. The HR Screeners will be conducted on Thursday, December 5th and Friday,  December 6th, 2024.  

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:

• 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. On average, we work 3-4 concert duty shifts per month and there are 3-6 annual meetings that take place outside of office hours.

• Ability to thrive in a fast-paced team environment and responding to high call volume over extended periods.

• Available to both work in-office and in a secure remote location (i.e. Work-From-Home set up)

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

• Sitting at a desk for approximately 7 hours per day in front of large computer monitors.

• Ability to work in a room without windows or natural light

• Ability to work in a high call volume setting where noise may be constant

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.