Patron Services Representative

DEPARTMENT: Marketing and Communications – Patron Services

REPORTS TO: Associate Director of Ticketing Services

LOCATION: On-site in La Jolla, CA on the beautiful UC San Diego Campus

CLASSIFICATION: Part-time (25-29 hours per week), Non-exempt

COMPENSATION: $20.00 per hour plus limited benefits

SCHEDULE: Flexible; shifts are within the hours of 10:00am-8:30pm Tuesday-Sunday

APPLICATION MATERIALS: Cover letter and resume 

ABOUT THE ROLE:

The Patron Services Representative represents La Jolla Playhouse to patrons - over the telephone, via email, and in-person - selling single tickets and subscriptions while providing exceptional customer service.

WHAT YOU’LL DO:

• Answer customer questions about the theatres, pricing, current promotions, and policies.


• Provide patrons with accurate play, musical and/or special event descriptions/information, ensuring a positive ticketing experience.


• Assist patrons with purchasing tickets and/or subscriptions to La Jolla Playhouse events, including advising single ticket patrons on the benefits and cost-savings of subscriptions.


• Assist patrons with exchanges, ticket donations, reprints, gift certificate purchases, and other miscellaneous transactions.


• Maintain and update subscriber/patron database. 


• Assist in collection efforts for outstanding balances due.


• Coordinate performance tickets for mailing/will call/box office pick up at the theatre.


• Handle will call distribution and walk up sales for LJP performances and special events, both onsite and off.


• Make outbound customer service/solicitation calls to renew existing subscribers as part of the renewal phone campaign.


• Stay fully versed on all LJP events, source codes, special promotions, package offerings, etc.


• Assist the Associate Director of Ticketing Services and the Senior Patron Services Manager in Opening Night responsibilities such as ticketing and check-in as needed.


• Attend Tessitura and customer service-related training sessions as required.


• Other duties as assigned by the Associate Director of Ticketing Services.

WHAT YOU BRING:

• Must have excellent customer service skills and be someone who prioritizes the customer experience by demonstrating courtesy and professionalism in all interactions.


• Ability to use a multi-line phone system.


• Excellent verbal and written communication skills.


• Ability to interact courteously and productively with a variety of individuals, from staff and volunteers to donors and patrons.


• Ability to interact effectively with people of different cultures and diverse backgrounds.


• Ability to work with highly confidential information in a professional and ethical manner.


• Experience with Microsoft Office, especially Word and Excel.


• Flexibility and adaptability are key to success in the Box Office.


• Strong attention to detail and the desire to achieve high quality results.


• Uses judgement to ask for help/guidance when issues of concern arise.


• Utilizes La Jolla Playhouse’s reporting and handling procedures when necessary. 


• Is a team player who thrives in a collaborative environment.


• Alignment with the mission and values of La Jolla Playhouse. 


• Passion for the arts – and more specifically, theatre!

PREFERRED SKILLS/EXPERIENCE:

• Ticketing experience 


• Computerized ticketing software experience (Tessitura preferred)

WORK ENVIRONMENT:

This role operates in a shared, customer‑facing box office environment that requires frequent verbal communication, focus amid background noise, and comfort using computers, phones, and ticketing systems. Work pace varies based on performance schedules and on‑sale activity.

PHYSICAL REQUIREMENTS:

• Mostly seated work at a computer workstation with occasional standing and moving about between three box offices and the call center.


• Frequent keyboard and phone use.


• Frequent talking and listening.


• Frequent reaching and handling of printed materials.


• Ability to maintain focus on screen‑based work for extended periods.

PERKS OF THE JOB: 

• Paid sick leave. 


• Complimentary tickets to Playhouse performances. 


• Be part of a passionate, theater-loving team. 


• Opportunities to grow within a respected arts organization. 


• Work in a beautiful, vibrant campus setting. 

ABOUT LA JOLLA PLAYHOUSE:

La Jolla Playhouse is a place where artists and audiences come together to create what’s new and next in the American theatre, from Tony Award-winning productions, to imaginative programs for young audiences, to interactive experiences outside our theatre walls. Founded in 1947 by Gregory Peck, Dorothy McGuire and Mel Ferrer, the Playhouse is currently led by Artistic Director Jessica Stone and Managing Director Debby Buchholz. The Playhouse is internationally renowned for the development of new plays and musicals, including mounting 120 world premieres, commissioning more than 70 new works, and sending 37 productions to Broadway, garnering a total of 42 Tony Awards, as well as the 1993 Tony Award for Outstanding Regional Theatre. We are committed to diversity in all areas of our work, on and off stage. We lead with our values and encourage individuals with unique perspectives to apply. EOE