Senior Patron Services Representative

Department: Patron Services

Report to: Assistant Manager of Patron Services

Status: Full Time, Permanent 

Annual Salary: $40,000 per annum 

Competitive Benefits package.

Position Summary: 

We are looking for an experienced, dynamic individual with a passion for customer service, ticketing and arts administration. 

The Patron Services Department 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.

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.

Responsibilities:           

Employee Relations Support: 

• Remain current with legislative training as it pertains to customer service (i.e., AODA, Bill 168, Bill 132).
• Assist with covering duties of other Senior Patron Services Representatives during absences.

Operations Support:

• Remain current and knowledgeable about TSO and TSYO performances, TSO Friends Donor Program and Events, TSOUNDCHECK Program, Subscription Packages, Single ticket and Group Sales policies and practices, promoting each, where appropriate.
• 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.
• 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.
• Position includes outbound courtesy calling to patrons regarding concert changes, subscription renewals, subscriber perks, and Friends program.
• Assist with other duties/projects as required.

Patrons Support:

• Facilitate patron transactions at the TSO that include single tickets, subscriptions, group sales, and fulfillment of subscriber and donor benefits, etc.
• 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.
• Respond to all inquiries by phone, Live Chat, email, and in-person in a prompt and professional manner.
• Additional key responsibilities in one of the following areas will be assigned to this role: Maestro’s Club ticketing concierge; group sales & contact us; venue ticketing relations; or arts marketing & promotions. 

Qualifications:   

• Minimum of 2 years’ experience in delivering a high level of customer service.
• Thrives in a fast-paced team environment with a high call volume, and responds calmly to challenging situations.
• Attention to detail is critical.
• 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.
• 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 advantage.
• Passion for orchestral music or performing arts.

How to Apply:

Please email your cover letter, resumé, and the names and phone numbers of 3 references by 5 pm on Monday, August 8th, 2022 to Esther Lee, Director of Human Resources, at .    While the TSO thanks all applicants for their interest, only those applicants selected for an interview will be contacted. No telephone calls please. 

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 persons 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 Senior Patron Services Representative 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.

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.