• Title: Group Sales Representative Department: Audience Services Reports to: Audience Services Manager
Summary:
The Philadelphia Orchestra Group Sales Representative provides ticketing, customer service and administrative support for audience development and group sales efforts for The Philadelphia Orchestra, Ensemble Arts Presents, Broadway, and Facilities Sales performances. The Group Sales Representative will work closely with the Audience Development Manager to ensure successful development and stewardship of relationships with group leaders, guests, and audience development prospects. They must maintain constant focus on exceptional customer experience and act as a poised representative of the Philadelphia Orchestra and Ensemble Arts. The Philadelphia Orchestra Group Sales Representative also performs the responsibilities of an Audience Services Representative and is responsible for providing superlative customer service to all guests by adhering to the Mission, Vision and Values of Ensemble Arts Philly. Ensemble Arts Philly, Audience Services is the only authorized outlet for individual tickets to shows presented at the Kimmel Center, the Academy of Music and the Miller Theater. We provide comprehensive ticketing and customer service for the Broadway series, Ensemble Arts Presents, the Philadelphia Orchestra, Philadelphia Ballet, the Philadelphia Speakers Series and other renters of our venues. Responsibilities are split 50% Philadelphia Orchestra Group Sales work and 50% Audience Services work.
Essential Functions:
- Meet and exceed Audience Services Customer Service Standards.
- Provide excellent customer service to all patrons and clients with a focus on group sales, creating connections and maximizing sales.
- Promote upcoming shows by completing customer service calls.
- Coordinate payment processing and distribution of tickets.
- Submit group payments to the box office for processing.
- Follow up on declined payments and collections.
- Monitor and ensure the timely response to emails in the group sales inbox.
- Maintain accurate and complete contract records.
- Complete weekly group sales reports.
- Actively upsell additional enhancements such as parking and dining.
- Provide timely responses to guest requests for information received by mail, phone, email and chat, as well as assist in preparation of mailings and other communications with guests.
- Create Customer Service Issue records for all guests’ compliments, complaints or out of the ordinary situations or comments.
- Lead and support group sales processing training efforts for Audience Services staff.
- Assist Audience Services staff with group sales questions.
- Provide occasional support for audience development efforts as directed by Audience Development Manager.
- Provide overflow support for Audience Services when group sales activity allows.
- Monitor Groups and Ticket Donation inboxes.
- Assist Marketing with fulfillment of donation comp program tickets.
- Assist guests who have won donation ticket vouchers with voucher redemption.
- Answer non-profit inquiries about ticket donations and fulfilling requests.
- Other duties as assigned.
Education and Experience
- High school diploma or equivalent required. Associate’s degree preferred.
- One year of customer service in a retail, call center, and/or performing arts environment.
- Prior ticketing experience desired.
- Experience working with diverse audiences and accessibility is a plus.
- Tessitura experience preferred
- Customer Service experience preferred
Knowledge/Skills/Abilities:
- Exhibits exceptional teamwork: including flexibility, respect, honesty and tact.
- Visible leadership skills and a desire to adapt and advance in an evolving organization.
- Delivers superior customer service and connects with patrons.
- Dedication towards Same Call Resolution and ability to de-escalate conflict.
- Strong communication skills and confident decision-making abilities.
- Must act as an advocate for guests, display ownership of issues and communicate patron feedback trends to inform and better serve clients.
- Receptive to coaching and feedback and proactive in desire to improve individually and as a team.
- Excellent product knowledge, resourcefulness, and organization.
- Strong computer skills with emphasis on data entry and Office 365 proficiency.
- Superb time management, with an understanding that tardiness and absenteeism have a negative impact on the team, patrons, and clients.
Environment, Physical Demands and Other Conditions:
- Audience Services operates a hybrid contact center, with some team members assigned to work remotely. Team members will be assigned shifts to be worked remotely following a probationary period. All team members will work both in-office and remote shifts. Team members will provide a remote work environment free from distraction and suitable for professional encounters by telephone, email, and online chat.
- Nights, weekends, and holidays required.
- Office environment.
- Ability to navigate 5 city blocks to attend meetings.
Resume and cover letter are required when applying for this position.
About The Philadelphia Orchestra and Ensemble Arts Philly The Philadelphia Orchestra and Ensemble Arts Philly (POEA) bring together one of the world’s preeminent orchestras with the iconic venues that have anchored Philadelphia’s cultural life for nearly 170 years. As owner and operator of the Academy of Music, Miller Theater, and the Kimmel Center for the Performing Arts, and the programming partner for the historic Forrest Theatre, POEA serves as a cornerstone of the city’s artistic and civic identity, welcoming one million people annually to a vibrant constellation of stages across Center City. Representing both the world-renowned Philadelphia Orchestra and a dynamic roster of resident partners and visiting artists, POEA presents more than one-thousand events annually that represent a wide range of programming, including Broadway, classical, comedy, theater, jazz, dance, and family presentations, reflecting and serving the breadth of the region’s communities. Through innovative programming, robust educational initiatives, deep commitment to diverse communities, and expanding digital platforms, POEA acts as a convener and civic partner - bringing people together, fostering dialogue, and creating an expansive, inclusive future for the arts in Philadelphia and beyond. The Philadelphia Orchestra and Ensemble Arts is an equal opportunity employer. All applicants are considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, national origin, ethnicity, veteran or disability status. Employees are expected to be able to perform the essential duties and responsibilities of this position, with or without job modification/reasonable accommodation. If an employee believes a job modification/reasonable accommodation is needed, please contact Human Resources so that a review can be conducted. POEA strives to comply with the accommodation provisions of the Americans with Disabilities Act, Title VII of the Civil Rights Act, the Pregnant Workers Fairness Act, and other related federal, state, and local laws.