Job Description

Job Location: NASHVILLE, TN 37201
Position Type: Part TimeI.

Summary
Reports to: Director of Ticketing and Customer Service
Employment Status: Part Time Seasonal, Non-exempt
Position Overview: The Customer Service Agent processes ticketing transactions quickly and accurately using Tessitura CRM software and fields phone and email inquiries. This includes working the Box Office’s customer service channels with other teammates to generate ticket sales revenue, educate customers, and provide support.
II. Primary Duties and Responsibilities
1. Provide daytime Box Office support for all incoming and outgoing customer service needs.
• Work the Box Office’s inbound phone queue.
• Follow up on voicemails left by customers.
• Monitor and respond to customer emails sent to the Box Office inbox.
• Implement outbound customer service calls to ticket buyers as needed.
2. Answer questions to retain and build customer activity, loyalty and satisfaction while confirming and keeping accurate records of ticket purchases, donation amount, updates to customer data, and follow-up information.
3. Respond to customer service issues as directed by supervisors.
4. Process ticket orders and exchanges for all events held at Schermerhorn Symphony Center.
5. Maintain high levels of customer service with a positive and service-to-others attitude.
6. Be educated and educate our customers on event content and various sales products.
7. Represent the Symphony’s brand and reputation to patrons with warmth, compassion, and positivity.
8. Identify challenges and resolves potential conflicts.
9. Develop a thorough knowledge of ticketing policies and database/CRM skills to a level of proficiency required for this position.
10. Contribute to a culture where every patron is valued and where patron experience consistently exceeds expectations.
11. Responsible for specific tasks assigned at time of hire.
12. Other duties as assigned that help reach our departmental and institutional goals.
Embrace the Nashville Symphony’s commitment to Equity, Diversity, Inclusion and Belonging, and actively support the organization’s mission to welcome and serve everyone in our community.
III. Supervisory Responsibilities: None

QualificationsIV. Work Requirements and

Qualifications
1. Education: High school diploma or equivalent combination of education and experience.
2.

Experience: At least one year of experience with customer service.
3. Knowledge, Skills, and Abilities:
• Ability to stay organized and multi-task.
• Ability to stay calm and positive in the face of challenging customers.
• Punctuality, dependability, a strong work ethic and the ability to exercise good judgment are a must.
• Excellent verbal, written and interpersonal communication skills.
• Background in arts and/or knowledge of symphonic music preferred but not required.
• Bilingual fluency in Spanish is preferred but not required.
• Knowledge of Microsoft Office Suite and Tessitura CRM is helpful but not required.
• The ability to handle confidential information while protecting the privacy of donors, customers and prospects is vital.
• Must be able to work in a fast-paced environment.
• Must possess highly effective interpersonal and problem-solving skills.
• Must be able to work daytime shifts, Monday through Friday.
The Nashville Symphony Association reserves the right to revise this job description at any time.
This job description is not a contract for employment. All employees are expected to adhere to all terms and conditions of the Association’s Personnel Policies and Employment Manuals and other
Association policies and procedures, which may be promulgated and published from time to time.