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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 venues including the Kauffman Center, Lyric, Yardley Hall, Church of the Resurrection and others; 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 to various venues

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 forward your resume and letter of application to:

Kansas City Symphony

Box Office Openings

Attn: Barbara Tate

1703 Wyandotte, Suite 200

Kansas City, MO 64108

The Kansas City Symphony is an Equal Opportunity Employer.