What are the responsibilities and job description for the Patron Services Representative (Call Center) position at Oregon Symphony?
JOB DESCRIPTION
Patron Services Representative (Call Center)
EXEMPT STATUS: HOURLY (NON-EXEMPT)
REMOTE HYBRID ELIGBLE: YES
DEPARTMENT: PATRON SERVICES – CALL CENTER
REPORTS TO: PATRON SERVICES MANAGER
DIRECT REPORTS: NONE
EFFECTIVE/LAST UPDATED: JANUARY 1, 2025
POSITION SUMMARY:
As a front-line outbound call representative for the Oregon Symphony, the Patron Services
Representative (PSR) plays a vital role in generating revenue through sales and fundraising
campaigns. The position ensures excellent customer satisfaction and effective management of a patron
portfolio throughout the season.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Sales and Fundraising
• Sell Oregon Symphony (OSA) subscriptions, single tickets, and memberships by phone using
- Conduct all outbound sales remotely.
- Meet sales call targets (minimum of 15 calls per hour) and promptly follow up on provided leads.
- Utilize a bring-up system for efficient callbacks.
Customer Engagement
• Develop and maintain a comprehensive knowledge of concert event details, program content,
- Handle inbound ticketing calls as part of shift responsibilities.
Team Collaboration
• Participate in sales campaigns directed by the Teleservices Manager and Patron Services
- Support team operations by attending daily meetings, assisting colleagues, and helping train
- Assist the Ticket Office during peak periods and work at least two concert or ticket office shifts
per month.
Administrative and Professional Standards
- Accurately complete all required records and paperwork in a timely manner.
- Maintain confidentiality of proprietary OSA information and patron data.
- Represent the OSA professionally and courteously at all times.
QUALIFICATIONS:
- High school diploma required; 1–2 years of sales experience preferred.
- Strong customer service and sales abilities.
- Exceptional communication and organizational skills.
- Proficiency in Tessitura database software (training provided) and Microsoft Outlook.
- Quick learning aptitude for technical tools and pronunciation of composer, composition, and
- Flexibility to meet scheduling needs and work required concert and ticket office shifts.
ADDITIONAL COMPETENCIES:
• Ethics and Professionalism: This competency involves treating others with respect and tact,
maintaining confidentiality and integrity, keeping emotions under control, reacting well under
pressure, and accepting responsibility for one's own actions while working ethically.
- Customer and Team Orientation: This encompasses managing difficult or emotional customer
balancing team and individual responsibilities, contributing to team success, and supporting others.
It also includes responding to service requests and meeting commitments.
- Quality, Productivity, and Problem Solving: This competency involves looking for ways to
resolving problems in a timely manner, gathering and analyzing information skillfully, and measuring
performance against standards of excellence while striving to increase efficiency.
- Communication and Interpersonal Skills: This includes speaking clearly and persuasively,
in meetings, exhibiting sound judgment, and including appropriate people in decision-making
processes.
- Dependability and Adaptability: This competency involves following instructions, completing tasks
methods to fit situations, demonstrating persistence, taking initiative, and continuously building
knowledge and skills.
WORK ENVIRONMENT
This is a primarily remote part time (up to 29.75 hrs/wk) position, with occasional in-office and concert
hall shifts. In-office attendance is required during the training period.
• Call Center operational hours: Monday–Friday, 12:00 PM to 8:00 PM.
- Prime calling hours: 4:00 PM to 8:00 PM, Monday–Thursday.
This job description outlines the primary responsibilities of the position but is not an exhaustive list. The
employee may be asked to perform additional duties as necessary to support organizational goals.