Toronto Symphony Orchestra
Patron Services Single TIcket Reps - Fixed Term Contracts (2)
hybrid
Toronto, Ontario, Canada .
contract . October 28, 2024
Toronto, Ontario, Canada .
contract . October 28, 2024
Description
Employment Opportunity - External Job Posting for the Patron Services Department
Fixed Term Contract Patron Services Single Tickets Representatives (2 positions) Each vacancy is a 6 and ½ month fixed term contract. Target start date is Monday, December 2, 2024 through Friday, June 13, 2025)
About the TSO
For over a century, the Toronto Symphony Orchestra (TSO) has played a fundamental role in shaping and celebrating Canadian culture. Now in our 102nd year, the TSO’s commitment to musical excellence and ability to spark connection remain as strong as ever. With a storied history of acclaimed concerts and recordings, Canadian and international tours, and impactful community partnerships, we are dedicated to engaging and enriching local and national communities through vibrant musical experiences.
Music Director Gustavo Gimeno brings an expansive artistic vision, intellectual curiosity, and sense of adventure to programming the 93-musician Orchestra that serves Toronto—one of the world’s most diverse cities. The TSO performs over 100 concerts annually, offering a variety of programming from the classical to music composed in our time.
Music has the power to heal, inspire, and connect people from all walks of life. The TSO is privileged to also engage audiences of all ages through an array of education, community access and health and wellness initiatives, primarily funded by philanthropy.
Join us for a concert at Roy Thomson Hall, or experience the TSO in your neighbourhood. Visit TSO.CA or newsroom.tso.ca.
Reports To: Manager/Assistant Manager of Patron Services
Status: Fixed Term contract - 6 and ½ months
Target start date on or around December 2, 2024 through June 13, 2025
Salary:
Prorated salary for each 6 and ½ month fixed term contract is $23,725.
Equates to $3,650 per month (You will be paid $1,825 paid semi - monthly on the 15th and last day of the month). Based on a start date of Monday, December 2, 2024, and an end date of Friday, June 13, 2025.
Prorated number of Vacation days = 8.25 days
Prorated number of sick day = 5.5 days
Position Summary:
The Patron Services Single Ticket Representative is responsible for supporting all patrons with general inquiries, customer service, ticket purchases (single tickets, promotions), exchanges, and donations with a focus on patron loyalty and development.
Major Duties and Responsibilities:
● Facilitate patron transactions at the TSO, including processing single tickets, exchanges, and ticket donations.
● Remain current and knowledgeable about TSO and TSYO performances, TSO Friends Donor Program and Events, TSOUNDCHECK Program, Single Ticket practices, promoting each, where appropriate.
● Respond promptly and professionally to all inquiries by phone, Live Chat, email, and in person.
● Remain current with legislative training as it pertains to customer service (i.e., AODA, Bill 168, Bill 132).
● Position includes outbound courtesy calling to patrons regarding concert changes.
● Assist with other duties/projects as required.
Nature & Scope of Responsibilities:
● Record patron feedback and suggestions to ensure patrons’ voices are heard and shared internally and with venue partners.
● Work collaboratively with PS team members and colleagues in other departments to resolve patron inquiries and concerns.
● Assist with supporting new team members through job shadowing.
● Ability to remain calm while de-escalating distressed customers and challenging situations or resolving disputes.
● Responding to a high volume of calls, emails, and live chat while managing additional department duties such as emails,
packaging tickets, and online exchanges.
● Resolve customer service challenges by concisely clarifying the patron’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
● Resolve ticketing system challenges while supporting patrons and colleagues, such as password resets and updates.
Experience & Qualifications:
● Minimum of 1 years’ experience in delivering a high level of customer service.
● Experience in effectively managing multiple medium-scale tasks simultaneously; excellence in organizing and prioritizing.
● Strong written and verbal communication skills; excellent interpersonal skills and ability to interact with all levels of staff, including management, and ability to interact with single ticket patrons, subscribers,and donors,
● Working knowledge of Google Workplace is required, and working knowledge of the Tessitura ticketing system is a strong advantage.
How to Apply:
Please go to the TSO website www.tso.ca/employment and refer to the job posting. Candidates must click on the Apply Button to provide TSO with your
cover letter and resume by 5:00 PM Monday, November 4, 2024.
The HR Screeners will be conducted on Mon Nov 11th and Tues. Nov 12, 2024.
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 a further diversification of ideas.
The TSO is committed to providing accommodations for people with disabilities. If you require accommodation, the TSO will work with you to meet your needs.
Working Conditions/Physical Demands:
- 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. On average, we work 3-4 concert duty shifts per month and there are 3-6 annual meetings that take place outside of office hours.
- Ability to work on-site in theTSO offices located at 145 Wellington Street West, Suite 500 during the fixed term contract period.
- Ability to thrive in a fast-paced team environment and respond to high call volume over extended periods.
- Some light lifting is required to move ticket inventory and supplies.
- Sitting at a desk for approximately 7 hours per day in front of large computer monitors.
- Ability to work in a room without windows or natural light
- Ability to work in a high call volume setting where noise may be constant
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.
Compensation
$3,650.00 - $3,650.00 per month