Summary

The Manager of Patron Services oversees all Patron Services support, including staff management, financial responsibilities and reconciliations, revenue generation, training and customer service excellence.

Description

Reports To: Director of Patron Services  

Status: Permanent Full-time  

Salary Range: $60,000 to $70,000 per annum  

Position Summary: 

The Manager of Patron Services oversees all Patron Services support, including staff management, financial responsibilities and reconciliations, revenue generation, training and customer service excellence.

Major Duties and Responsibilities: 

  • Manages Patron Services staff, including hiring, training, and scheduling.

  • Directly supervises the Patron Services Coordinators (2) and Senior Patron Services Representatives (2).

  • Reviews individual and team performance and works toward improvements through coaching and support.

  • Organizes and leads daily team meetings, including setting agendas that include daily and weekly priorities and inviting speakers from other departments when warranted.

  • Addresses customer feedback, complaints, and general inquiries; resolves elevated service challenges outside of the scope of the Assistant Manager.

  • Oversees department projects, including batch printing daily mail for subscription, single tickets and will call; proofreading and editing marketing and ticketing initiatives from the Patron Services perspective; and setting operational tasks for the Patron Services team to execute when not assisting patrons.

  • Oversees and analyzes Call Centre reporting, including queue wait times, talk time, and representative performance.

  • Collaborates with the Director of Patron Services on annual planning to support campaigns, including the season announcement, subscription and seating process, and single ticket on sale.

  • Manages Patron Services Centre operations, including ticketing and inventory management (in tandem with Coordinators), setting and administering policies and procedures (with the Director of Marketing), privacy and accessibility compliance, etc.

  • Attends internal and external project and department meetings as a senior representative of the Patron Services team.

Nature & Scope of Responsibilities:

  • Manages the day-to-day operations of the Patron Services team and serves as primary lead overseeing Patron Services personnel.

  • Plans and executes all hiring and training of new representatives with the assistance of Coordinator(s) and Director of Patron Services.

  • Reviews individual and team performance to identify areas of improvement and provides direct coaching, support, and performance improvement plans to ensure their success.

  • Assists patrons and colleagues with online Ticketing (TNEW) and back office ticketing system (Tessitura).

  • Ensures the duties of the Director of Patron Services and/or Coordinator(s) are covered in their absence.

  • Serves as a liaison to the Marketing, Development, and Education teams, offering a patron-centric perspective and guidance as new initiatives are being developed.

Experience & Qualifications:

  • Minimum three (3) or more years of management experience in a customer service setting.

  • Able to lead, direct, and inspire employees.

  • Solid working knowledge of computerized ticketing systems, preferably Tessitura.

  • Demonstrated exemplary problem-solving skills in a timely and professional, patron-centric manner to ensure repeat customer business.

  • Demonstrated leadership experience, decision-making, and analytical skills.

  • Experience in managing multiple medium-large 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 senior management.

  • Comfortable working in a fast-paced, deadline-oriented environment where attention to detail and organizational skills are paramount.

  • Highly motivated self-starter, a “doer” willing to work hands-on in assisting customers and staff.

  • Able to adapt to a flexible working schedule, including early mornings, late evenings, weekends, and holidays.

  • Experience and/or interest in issues of equity, accessibility, and inclusion.

  • Passion for orchestral music or the performing arts.

How to Apply: 

Please go to the TSO website – www.tso.ca/employment  – click on the job posting and the APPLY Now Button to provide TSO with your cover letter and resumé. TSO will accept candidate submissions until 9 am Tuesday, January 2, 2024. 

While the TSO thanks all applicants for their interest, only those applicants selected will be contacted. 

Prescreener interviews will be conducted virtually on January 2 and 3, 2024. 

Round 1 Interviews will be conducted virtually on Monday, January 8th and Tuesday, January 9, 2024. Final interviews will be held Wednesday ,January 10, and Thursday, January 11th, 2024.  Dates are subject to change. 

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. 

Please review the TSO Job Posting posted on www.TSO.ca/employment for Working Conditions /Physical Demands.