Patron Services Associate

Job Description

The Patron Services Associate will assist the Patron Services Manager with all patron interactions. This position is an administrative position, that supports the implementation of the vision of the marketing and artistic team by providing exemplary service to the public and support to the staff.

The Patron Services Associate ensures audience members, program participants, and patrons receive exceptional service and support through every interaction and every transaction. This includes interacting with patrons over the phone, via email, in person, and through online portals. Impeccable customer service is required to sustain great relationships with children, families, and teachers.

The Patron Services Associate serves as a lead coordinator for School Services. This involves guiding teachers through the booking process, invoicing schools, receiving, and recording payment, organizing field trips, and acting as the primary contact for all school-related issues.

This position will require some evening and weekend shifts at a variety of venues. 25% of the position is required to work weekends when in production.

EQUITY AND ANTI-RACISM WORK

Every OCT employee is engaged in our ongoing equity and anti-racism work. To truly serve all patrons, it is required that the Patron Services Associate engages with equity work at OCT and applies that learning to Patron Services initiatives.

SUCCESSFUL CANDIDATES WILL EXHIBIT THE FOLLOWING SKILLS AND COMPETENCIES

  • At least two years experience in or a passion for customer service
  • Strong interpersonal and excellent customer service skills

  • Project management skills with the ability to see projects to their conclusion

  • Excellent oral and written communication skills

  • A keen eye for and strong attention to detail

  • The ability to exercise independent judgment when helping patrons with varying needs

  • Excellent time management skills, and the ability to adapt and be agile to a fast-paced, ever-changing environment

  • Ability to work with and learn a variety of software applications, including the Patron Manager system and MS Office

  • Ability to work with people in the public setting as well other settings with a positive attitude and care

MAJOR FUNCTIONS AND RESPONSIBILITIES

BOX OFFICE MANAGEMENT

  • Responsible for being the first point of contact via phones or walk-up for guest's services including but not limited to; ticket sales, school field trip sales and invoicing, resolving ticket issues, gift certificate purchases, general questions about OCT performances and programming, call forwarding and other patron needs
  • Oversee the box office during public performances at various locations
  • Drive sales through exemplary service
  • Maintain thorough working knowledge of the ticketing software and ticketing policies
  • Answer phones, emails, and walk-up ticket orders promptly
  • Stand-in for the Patron Services Manager when that individual is unavailable
  • Administer a Front of House process centering patrons and streamlining the Patron Experience at all venues; including on-site management of mobile box office operations, especially load-in, strike, and House Management
  • Other administrative tasks include but are not limited to; filling donation requests, voucher fulfillment, printing and mailing tickets, data entry, office supply management, running reports, preparation of will-call, among other duties

SCHOOL SERVICES

  • Serve as the primary school contact for booking and invoicing
  • Maintain the school marketing list ensuring a rotating update of the list on a consistent basis
  • In conjunction with the Patron Services Assistant, serve as the primary OCT liaison for school performances; coordinate with the house manager to greet and seat schools, troubleshoot issues with school orders and arrange post-show teacher surveys

VOLUNTEER SUPERVISION

  • Cultivate, nurture, and maintain positive relationships with the volunteer base
  • Schedule and communicate with volunteers about shifts and coverage, as needed
  • Work with the Patron Services Manager to develop and execute a recruitment strategy to fill the volunteer program
  • Administer a comprehensive volunteer management system

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

  • May be required to work evenings, weekends, or holidays, and travel to off-site meeting locations
  • Must be able to exert up to 50 pounds of force occasionally and/or up to 10 pounds of force frequently, to lift, carry, push, pull or otherwise move objects. Physical accommodations possible for applicants with limited mobility
  • All staff are required to have received a Covid-19 vaccination, wear masks at OCT locations, and observe social distancing of 6' when indoors

COMPENSATION AND BENEFITS

  • Full-time, non-exempt
  •  $16.00-$19.00 per hour, depending on experience
  • Paid holidays, vacation, sick, and personal leave
  • Employer-sponsored 403b, no employer match currently
  • Employer-paid medical and dental insurance for employee
  • Discounted tickets and acting academy class tuition

APPLICATION PROCEDURES

Please submit your resume and a 1-2 page statement/cover letter via HiringThing. Please include a resume with three professional references. In your statement/cover letter please speak to what excites you about taking on this role as well as your approach to equity, diversity, and inclusion. How will these values come through in how you perform this role.

Priority deadline January 19th, 2022 @ 11:59 PM PST with the desired start date of February 14th, 2022.

ADDITIONAL INFORMATION

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. Oregon Children's Theatre provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, and transfer, leave of absence, compensation, and training.

Note: Priority deadline was previously listed as December 20th, 2021 @ 5 PM PST with the desired start date of January 17th, 2022. This has been shifted to accommodate holiday schedules.