Patron Services Assistant Manager

JOB OVERVIEW:

The Patron Services Assistant Manager is an important part of ensuring the efficient operations of the Patron Services team (including inbound and outbound box office activities), while maintaining the high standards of service that reflect the USUO image and brand.

This individual reports to the Patron Services Manager and works closely and collaboratively with internal and external stakeholders to provide up-to-date information and ongoing support to the patron services team. The schedule includes regular box office hours (Monday – Friday, 10:00 AM – 6:00 PM), with availability to work morning, evening, and weekend performances. Opening and closing the box office may occasionally require early start or late end times.

ESSENTIAL RESPONSIBILITIES INCLUDE:

• Assist in the processing, organization, reporting, and distribution of complimentary tickets and vouchers, in accordance with USUO policies and procedures:
  • External requests: community partners, non-profit auctions, fundraisers
  • Internal requests: staff, musician, guest artist, and media tickets
• Collaborate with arts partners on behalf of USUO to coordinate and schedule off-site box office operations.
• With Patron Services Managers, supervise performances at Maurice Abravanel Hall (Utah Symphony), Janet Quinney Lawson Capitol Theatre (Utah Opera), and off-site venues as needed. During supervisory shifts, transport the Patron Services team and box office equipment responsibly.
• Serve as a reliable guide for service-related questions and concerns for team members and patrons, including accurately processing subscription and single ticket orders, exchanges, and other requests in the Tessitura CRM System.
• In the absence of managers, resolve patron escalations appropriately.
• Oversee the bi-weekly scheduling of Patron Services Associates and Specialists.
• Oversee the maintenance and voicemail recordings of Patron Services phones.
• Participate in regularly scheduled Patron Services and Marketing team meetings to strategize patron engagement, upselling/cross-selling opportunities, and loyalty initiatives.
• Supervise and direct activities of Patron Services Associates and Specialists in absence of Patron Services Manager.
• Assume additional responsibilities and perform special projects as needed or directed.

DESIRED EDUCATION/EXPERIENCE/SKILLS:

• Excellent written and verbal communication, customer service, and organizational skills.
• Experience working in a ticket office environment (2+ years preferred).
• Proficiency with Tessitura software (preferred).
• High level of initiative and creativity.
• Ability to create and sustain a positive and motivating work environment.
• Administrative experience and/or advanced working knowledge of Microsoft Office suite, specifically Outlook, TEAMS, Excel and Word.
• Occasional morning, evening, and weekend availability required.

PHYSICAL REQUIREMENTS:

• Remain stationary for prolonged periods and work on a computer.
• Move equipment weighing up to 20 pounds.
• Must have reliable transportation.

SALARY RANGE:

• Pay begins at $20.50/hour, plus excellent benefits

TO APPLY:

Please apply online @ www.usuo.org/employment and include both a résumé and cover letter with your application. Applications with a cover letter will be prioritized.