Department: Patron Services
Reports to: Director of Patron Services
Status: Full-time, Contract Position (16 to 17 months) starting August 29, 2022
The Toronto Symphony Orchestra (TSO) is looking for an energetic, dynamic and experienced ticketing professional to assist in managing the Patron Services Department. The Assistant Manager provides exemplary customer service while leading the organization’s efforts to increase revenue and grow patron loyalty. This position reports to the Director of Patron Services and offers a competitive salary.
The Patron Services Department works in a fast-paced environment, focusing on providing an exceptional and engaging customer service experience for all patrons, musicians and donors. Typical services include ticketing, 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.
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.
Employee Relations Support:
- Provides direct leadership, training, coaching, and creates a positive team environment for the Patron Services team to achieve consistent delivery of exceptional customer service and patron engagement.
- Manages personnel, including hiring, training, creation of weekly Patron Services schedule, bi-monthly payroll, Concert Duty schedule and pay, and monitoring staff absences.
- Ensures TSO concerts, events, campaigns, offers, pricing changes, special promotions and customer service information are accurately and effectively communicated to staff and venue partners.
- Oversees Contact Us, patron comments, complaints and general feedback. Responds to escalated customer service enquiries, identifies challenges and opportunities, and works with the Director of Patron Services to implement solutions.
- Assists with proofing marketing communications and ticketing initiatives.
- Attends Patron Services, Marketing and Development meetings, and participates in a rotating schedule of monitoring “Contact Us” email on weekends.
- Attends bi-weekly meetings with Roy Thomson Hall Box Office and Front of House Services to discuss the support of staff at the venue.
- Manages and analyzes Call Centre software, including reporting and implementing updates to the Call Centre tree to ensure a consistent level of support and wait times. Monitors calls at random, for quality assurance and sales training opportunities.
- Collaborates with Director of Patron Services on yearly Patron Services campaigns including, but not limited to, season announcement, subscription and seating process, and single ticket on sale.
- In conjunction with the Director of Patron Services, proposes and implements TSO policies and procedures including general ticketing, customer service standards, promotional activities, patron privacy and PCI compliance, AODA compliance, Ticket Sales Act, and employee health and wellness.
- Assists with covering some duties of Director and Patron Services Coordinator during absences.
- Remains current with legislative training as it pertains to customer service (i.e., AODA, Bill 168, Bill 132).
- Assists with other duties/projects as required.
- Supports Patron Services team during busy times, assisting patrons by phone and in-person with subscription series & single ticket orders, ticket exchanges, tax receipt processing, and RSVP’s for Donor events.
- Minimum of three (3) or more years of management experience with strong organizational skills, able to lead, direct, and inspire employees.
- Solid working knowledge of computerized ticketing systems, preferably Tessitura.
- Demonstrates leadership, decision-making, analytical and problem-solving skills.
- Strong written and verbal communication skills; excellent interpersonal skills and ability to interact with all levels of staff including senior management.
- Comfortable working in a fast-paced, deadline-oriented environment where attention to detail and organizational skills are paramount.
- Highly motivated self-starter, a “doer” with a willingness to work hands-on in assisting customers and staff.
- Able to adapt to a flexible working schedule, including early mornings, late evenings, weekends, and holidays.
- Some light lifting is required to move ticket inventory and supplies.
- Experience and/or interest in issues of equity, accessibility, and inclusion.
- Passion for orchestral music or the performing arts.
This is a full-time contract position commencing on August 29, 2022 for a period of 16 to 17 months.
Salary range: $50,000 to $55,000
HOW TO APPLY:
Please email your cover letter, resumé, and the names and phone numbers of 3 references by 5 pm August 11, 2022 to Esther Lee, Director of Human Resources, at firstname.lastname@example.org.
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 the 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 Interim Assistant Manager of Patron Services 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.