The Oregon Symphony is the sixth oldest major orchestra in the United States and one of the largest arts organizations in the Pacific Northwest, performing over 70 concerts per year at the Arlene Schnitzer Concert Hall in Portland and providing a wide array of musical educational offerings for all ages.
The orchestra is recognized as one of the most successful and innovative symphony orchestras in the nation. On May 12, 2011 the Oregon Symphony made its debut at Carnegie Hall as part of the Spring for Music festival. Writing in the June 6th issue of the New Yorker, critic Alex Ross called our performance "the highlight of the festival and one of the most gripping events of the current season."
Patron Services Representative – Part Time Teleservices
Looking to be a part of Oregon’s largest and most vibrant arts organizations while earning extra income? Consider joining the Oregon Symphony's Teleservices Call Center team!
As a Patron Services Representative with the Oregon Symphony you will call our patrons for both ticket sales and fundraising. This is a part-time, year round, hourly position requiring a minimum of 20 hours per week, and offering a maximum of 29.75 hours per week. Our Call Center is open Monday through Friday 3:00 to 9:00pm, which allows for some flexibility in scheduling around the prime calling hours. Patron Service Representatives must be in the office during prime calling hours, which are Monday through Thursday, 5:00 to 9:00 pm. Patron Service Representatives are required to work 1 to 2 weekend concerts per month during the season (September - May) as part of their overall hours. Additionally, Patron Service Representatives are sometimes able to voluntarily work additional day shift hours in the Ticket Office based on availability.
To be considered, the following qualifications are required:
- Prior sales, marketing or fundraising experience
- A strong customer service background
- An excellent phone presence
- Proficiency in Windows based computing (including MS Office Word, Excel and Outlook)
- A love and passion for the arts, especially classical music
- Outstanding communication skills, a love of enthusiastically talking to people
- Ability to meet 20 hours weekly minimum requirement
- Mandatory attendance Monday – Thursday 5:30-9:00 pm
In addition, the ideal candidate would possess the following qualifications:
- Call center experience
- Experience in the arts and/or non-profit
- Critical thinking and problem solving skills
- The ability to adapt, learn, retain information and grow in the position
This is a production-focused position so you must be focused and driven to work through lists of leads to achieve a high call volume per hour. Compensation is an hourly wage plus a monthly bonus and other benefits! A detailed job description can be found below.
Job Title: Patron Services Representative – Part Time Teleservices
Department: Patron Services
Reports to: Teleservices Manager
Supervision Exercised: N/A
FLSA Status: Part Time, hourly, non-exempt
SUMMARY: Serve as front-line representative of the Oregon Symphony to the public generating revenue through out-bound phone sales calls and donation solicitations by performing the following duties:
ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.
- Sell Oregon Symphony (OSA) concert subscriptions, tickets and memberships by phone at the facility provided by the OSA from leads furnished by the OSA.
- Develop and be able to utilize a detailed working knowledge of concert event information, program content, target audience profiles, membership benefits and donor events.
- Develop and be able to utilize a working knowledge of seating sections and pricing at Symphony venues.
- Develop competency in Tessitura database software to process orders, receive donations and review constituent data.
- Participate in sales campaigns as directed by the Teleservices Manager and Director of Patron Services.
- Maintain department standards:
- On leads furnished by the OSA, generate a minimum of 30 sales calls per hour during each hour of the assigned shift.
- On monthly goals set by management.
- Use an organized bring-up system on all call-backs to ensure best and most efficient sales strategy.
- Promptly follow-up on all leads furnished to ensure best sales opportunities and success through an organized and systematic sales approach.
- Function as a member of the Patron Services Team and provide support and help to other Team members as well as assisting in the training of new staff.
- Attend weekly Team Meetings.
- Accurately complete all necessary records and paperwork on time.
- Maintain strict confidentiality regarding all information and leads provided by the OSA as proprietary to the OSA.
- Represent the OSA with integrity, handling all business related to the OSA and its employees and patrons courteously, professionally and in an efficient and confidential manner.
- Teleservices PSRs are also required to assist the operation of the Ticket Office in the following areas:
- Work a minimum of 1 to 2 concerts per month during the season.
- Assist the ticket office during peak sales times, as assigned and when available within their weekly 29.75 hour maximum. (Ticket Office days shifts are voluntary)
Required Hours/Work Schedule: Must work a minimum of 20 hours and a maximum of 29.75 hours in any work week. Additional hours, up to 40 per week, may be allocated at peak times during the Season but only with prior approval of the Vice-President of Marketing. Must work a minimum of four different days in a calendar week in a manner consistent with adequate customer service, exclusive of Patron Service work at concerts. All shifts are between the hours of 3:00pm and 9:00pm Monday through Friday. Teleservices PSRs must regularly work the prime calling hours of 5:30pm – 9:00pm Monday – Thursday to be of maximum effectiveness.
Scheduling is flexible but work schedules must be filed with, and are subject to approval by, supervisor in advance of the pay period. Any changes to the posted schedule are subject to approval by supervisor a minimum of 24 hours in advance. Required to work the full shift assigned unless other arrangements have been approved by the supervisor in advance. Ability to work 1 to 2 weekend concerts per month during season (September – May) at concert hall is also required. Teleservices PSRs may also have the opportunity to volunteer to work Ticket Office day shifts as needed, within their weekly 29.75 hour max.
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Education and/or Experience: HS diploma and 1-2 years sales experience preferred.
- Language Skills: Ability to quickly learn to pronounce foreign names of composers, compositions and artists.
- Mathematical Skills: Ability to accurately add, subtract, multiply and calculate discount percentages.
- Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Computer Skills: Ability to quickly learn and use Tessitura database/ticketing software, working proficiency in Microsoft Outlook. Training in Tessitura is provided and two weeks’ proficiency period is given.
- Certificates, Licenses, Registrations: N/A
OTHER QUALIFICATIONS: Availability to work the required schedule and hours; Excellent customer service and sales skills; Exceptional communication and good organizational skills; Dependability.
OTHER SKILLS AND ABILITIES: Appreciation for live symphonic music a plus.
COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies.
- Problem Solving – Identifies and resolves problems in a timely manner; Uses reason even when dealing with emotional topics.
- Technical Skills – Strives to continuously build knowledge and skills; Shares expertise with others.
- Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills – Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Exhibits confidence in self and others.
- Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
- Teamwork – Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
- Ethics – Inspires respect and trust and treats everyone with respect; Works with integrity and ethically; Upholds organizational values.
- Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Promotes a harassment-free environment; Observes safety and security procedures; Uses equipment and materials properly.
- Judgment – Exhibits sound and accurate judgment.
- Motivation – Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
- Planning/Organizing – Uses time efficiently.
- Professionalism – Reacts well under pressure; Accepts responsibility for own actions.
- Quality and Quantity – Demonstrates accuracy and thoroughness; Meets productivity standards; Completes work in timely manner; Strives to increase productivity.
- Adaptability – Adapts to changes in the work environment.
- Dependability – Is consistently at work and on time; Follows instructions, responds to management direction.
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus in order to use computer monitor. When assigned to concert duty, the employee is occasionally required to stand and walk and must occasionally lift and/or move up to 10 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts such as computer printers. The noise level in the work environment is usually moderate.
To inquire, please submit a cover letter and resume to firstname.lastname@example.org. No phone inquiries, please.
Position is open until filled.
Oregon Symphony Association is an Equal Opportunity Employer.
Founded in 1896, the Oregon Symphony is recognized for its internationally-acclaimed conductors, skilled musicians, diverse performances and outstanding education and community engagement programs. Our mission is sharing live performances with the people in our region.