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Kansas City Symphony

Job Description

Job Title: Customer Relations Representative
Department: Marketing and Public Relations
Reports to: Director of Marketing and Public Relations
FLSA status: (exempt or nonexempt): Exempt
Prepared by: Jeff Barker
Date prepared: March 1, 2017

SUMMARY

•         Provide extraordinary service to every Symphony patron, exceeding expectations and so delighting customers that their enthusiasm and support of the Symphony is maximized.

•         Promptly and accurately fulfill patron requests via phone, fax, email, website, telemarketing and in-person transactions.

•         Work with marketing, development and administrative teams, extending service goals to include the entire institution.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Ticketing/Solicitations:

•         Ticket order fulfillment and delivery, seating, exchanges and refunds

•         Fulfill specific requests as directed by management.

•         Keep informed about special ticket promotions; fulfill complimentary ticket orders and enforce complimentary ticket policies; work proactively with department heads to insure holds and requests.

Customer Service:

•         Respond to all requests and inquiries in a timely and accurate manner.

•         Proactively communicate any and all program changes and opportunities, cancellations and postponements, etc.

•         Assist marketing  managers with ticketing pricing structure and subscription prices and discounts.

•         Accurately record source codes for tracking solicitation efforts and patron activity.

Administration:

•         Assist with training and scheduling Customer Relations Associates when requested.

•         Knowledge of telephone system operations and procedures.

•         Proofread communications to ensure accuracy and feasibility of offers, benefits, schedules, etc. when requested to do so.

•        Serve as key liaison with the Kauffman Center for the Performing Arts; communicating with their ticket service representatives to insure accuracy, fulfillment and reporting.

Experience Required: 

QUALIFICATIONS

•         Suited for a fast-paced, high-energy working environment.          

•         Detail-oriented, highly organized

•         Able to prioritize and perform multiple tasks quickly, efficiently and accurately.

•         Effective communicator and partner.

•         Strong computer skills; knowledge of database management helpful.

•         Knowledge of MS Excel, MS Access, MS Word and Tessitura applications valuable

•         Knowledge of classical music preferred.

•         Experience in box office, direct marketing, call center, or related experience working with the public in a direct contact customer service position helpful.

PHYSICAL DEMANDS

•         Sitting at the computer for several hours at a time

•         Using a telephone head set

•         Carrying boxes of supplies

WORK ENVIRONMENT

•         Must be able to work varied hours -- weekdays, weekends, evenings

•         Able to adapt to several performance venues -- ticket offices or just a table and chair

•         Variable temperatures -- lobby may be too cold, offices may be too hot

TO APPLY

Please send cover letter and résumé to Owen Craig, the Kansas City Symphony Manager of Ticketing Services, at ocraig@kcsymphony.org, or by mail:

Kansas City Symphony
Attn: Owen Craig
1703 Wyandotte, Suite 200
Kansas City, MO 64108

The Kansas City Symphony is an Equal Opportunity Employer.