Summary/Objective

Job Description

About the BSO 

Founded in 1881, the Boston Symphony Orchestra (BSO) is one of the premier orchestras in the world. The BSO is committed to bringing world class music and performances to the local and international communities. The key to our success has been ouremployees, from the musicians onstage to those behind the scenes.  

About the Role 

This role of Ticketing Services Associate requires one to be part of a ticketing and customer service team that promotes exceptional service to ensure a memorable patron experience for patrons. In this position, the Ticketing Services Associate willbe responsible for selling tickets to all performances taking place at Symphony Hall and Tanglewood. In addition,requires you to provide amazing service to patrons which includes helping to troubleshoot any problems or issues that need resolution. This role is a vital front-line positionfor our ticketing and customer service operations as part of the patron Experience team.

Required Education and Experience

Job Responsibilities:

Sell tickets via telephone to all concerts taking place at Symphony Hall and Tanglewood. This includes concerts presented by the Boston Symphony Orchestra and Boston Pops as well as concerts presented by independent promoters

Assist patrons with reserving,purchasing, and viewing streaming videos on the BSO Streaming Portal and the OTT platform

Utilize call center software to communicate with patrons and efficiently answer any ticketing or customer service inquiries

Process ticket exchanges for patrons who are unable to attend a concert that is part of their subscription series: find replacement tickets for the customer, and ensure that the patron is aware of all exchange policies and how they may affect the transaction

Answer questionsregarding performance content and ticket policies. Provide patrons with policy information for Symphony Hall and Tanglewood. Provide customers with policy informationregarding outside concerts presented by independent promoters to Symphony Hall

Achieve familiarity with all BSO/Tanglewood business practices and policies to best serve patrons.

Help patrons who need troubleshootingassistance while trying toutilize the BSO’s website.

Assist BSO Subscribers with any ticketing needs or questions.

Research and resolve customer complaints.

This position may also require working shifts in the physical box office at Symphony Hall in addition to selling tickets and providing customer service via the telephone.

Other duties asrequired

CONTACTS:

Boston Symphony Orchestra customers and contributors, Subscription Office, Friends Office, Box Office, Group Sales Office, Marketing Office

QUALIFICATIONS:

2-3years' experience in call center/customer-related work environment, preferably in a team environment.

Exceptional customer service skills

Flexibility with regards to job functions and scheduling

Love of helping others

Ability to work in a high speed, fast paced environment

Quick learner, ability to receive a lot of information and organize in a way to help best serve customers

Technologically adept to maximizeutilization of our ticketing software as well as call center software

Experience with Tessitura enterprise software or other ticketing software preferred

Potential to be a remote position

Attention to detail extremely important

Knowledge and love of music and passion for the performing arts is a plus

The BSO is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.    

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