Oregon Symphony

Position Description

Job Title: Assistant Ticket Office Manager
Department: Patron Services
Reports to: Ticket Office Manager
Supervision Exercised*: Ticket Office Personnel in the absence of the Ticket Office Manager

and Director of Patron Services; Front of House Concert Staff when
serving as Front of House Manager

Ticket Office Management Assistance (50%)

1. Assists in hiring, training, managing, and monitoring of PSRs
2. Retrieves, responds to, and resolves sales related inquiries left on Ticket Office voicemail

and email inboxes. Distributes amongst PSRs as needed.
3. Maintains procedural and training documentation with Ticket Office Manager. Assists in

implementation of, training on, and monitoring of Ticket Office procedures and Symphony
policies.

4. Assists in preparation of will call, subscription, and single ticket printing for mailings including
file preparation for mail house use.

5. Maintains database integrity projects including customer service issues, duplicate account
merging, and other projects as assigned by TO Mgr.

6. Handles and processes all ticketing requests including, but not limited to, third party vendors
(I.e., Goldstar), education/prelude groups, VIPs, internal expense transactions, and ticket
donation requests

7. Performs all concert preparation as needed for FOHM on concert dates

8. Conducts monthly audits of ticketing orders for audit compliance. Prepares data for TO Mgr
and Dir. of Patron Services for use in distribution of quarterly bonus payments.

9. Exhibits excellent cash handling skills including, but not limited to, till balancing and deposit
preparation

10. Maintains knowledge of the administrative dashboards of RingCentral and Overture
including updating queue information, list members, automated messages, running reports,
and other responsibilities as assigned to assist patrons and PSRs

11. Serves as a back-up for Ticket Office Manager, as needed, in Manager’s absence, including
opening and closing of ticket office, resolving Ticketing staff questions regarding pricing,
promotional offers, allowable exceptions, and other customer service issues, and duties as
assigned.

12. Back-up FOHM for Oregon Symphony concerts at Arlene Schnitzer Concert Hall and Smith
Auditorium in Salem, including, but not limited to, supervising equipment setup and
breakdown, managing front of house staff, resolving customer service issues, and
communicating with House Manager and other non-OSA concert hall staff and volunteers

Patron Services Representative – Ticketing (50%)

1. Provides excellent customer service in the Ticket Office by phone, mail, email and in person
as needed, including handling of ticket purchases and ticket exchanges, providing web
assistance, and answering general inquiries.

2. Maintain detailed and working knowledge of Tessitura, concert information, and Symphony
events

3. With other PSRs, performs customer service duties at concert hall, including setting up and
breaking down ticketing systems equipment, as well as preparing relevant concert
information and signage.

4. Prepares and processes Ticket Office mail and Gift Cards daily
5. Acts as lead for online chat features and delegates to PSRs as needed

Other Duties:

Participates in relevant meetings, including, but not limited to, Tessitura Systems meetings, PSR
staff meetings and others as requested by management staff.

Hours: Up to 35 hours per week in the Ticket Office Tuesday through Saturday 10:00 am to 6:00 pm
with occasional concert shifts. Occasional travel may be required. Schedule varies in conjunction
with the concert season. This position is currently being performed as a hybrid model and requires
access to high-speed internet when working remotely. As health guidelines change, it may revert to a
full-time in-office position and work will be conducted at the Symphony business offices or Arlene
Schnitzer Concert Hall.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill,
and/or ability required. Reasonable accommodation may be made to enable individuals with
disabilities to perform the essential functions.

• Education and/or Experience: Associates degree or equivalent from two-year college or

• Language Skills: Ability to read and interpret documents such as safety rules, operating and

correspondence. Ability to speak effectively before groups of customers or employees of an
organization.

• Mathematical Skills: Ability to add, subtract, multiply, and divide into all units of measure

• Reasoning Ability: Ability to apply common sense understanding to carry out detailed

• Computer Skills: To perform this job successfully, an individual should have a strong working

• Certificates, Licenses, Registrations: None required; CPR training a plus.

OTHER QUALIFICATIONS: Ability to work nights and weekends during concert season, occasionally
on short notice.

OTHER SKILLS AND ABILITIES: Exceptional attention to detail, pleasant demeanor. Strong customer
service orientation and motivation. Appreciation for live symphonic music a plus. Sense of humor.

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following
competencies.

• Analytical and Problem-Solving - Collects and researches data; Uses intuition and

• Customer Service - Manages difficult or emotional customer situations; Responds promptly

• Communication - Speaks and writes clearly, informatively, and persuasively in positive or

• Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback;

• Ethics - Treats people with respect; Keeps commitments; Inspires the respect and trust of

• Organizational Support - Follows policies and procedures; Completes administrative tasks

• Judgment - Exhibits sound and accurate judgment; Includes appropriate people in the

• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Completes

• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats

• Quality and Quantity- Demonstrates accuracy and thoroughness; Looks for ways to improve

• Adaptability - Adapts to changes in the work environment; Manages competing demands;

• Dependability - Is consistently at work and on time; Follows instructions, responds to

• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased

Physical Demands: The physical demands described here are representative of those that must
be met by an employee to successfully perform the essential functions of this job. Reasonable
accommodation may be made to enable individuals with disabilities to perform the essential
functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to
finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally
required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision,
peripheral vision, depth perception and ability to adjust focus for use of computer monitor and
proof-reading of print and online materials. The employee must regularly communicate using a
phone with wireless headset.

Work Environment: The work environment characteristics described here are representative of
those an employee encounters while performing the essential functions of this job. Reasonable
accommodation may be made to enable individuals with disabilities to perform the essential
functions.

While performing the duties of this job, the employee is frequently exposed to moving
mechanical parts such as computer printers. The noise level in the work environment is usually
moderate.

This position is currently operating on a hybrid model (i.e., remote and in-office), and requires in-
person shifts at the ticket office and concert halls.