ABOUT THE ROLE:
The Ticketing Sales & Customer Service Associate serves as a frontline representative of Pacific
Symphony, responsible for delivering exceptional support to patrons through phone, email, and
in-person interactions. This role focuses on the day-to-day operations of the ticket office,
including responding to inquiries, processing ticket orders and exchanges, addressing customer
concerns, and maintaining accurate customer records. Success in this role requires excellent
communication, problem-solving, and interpersonal skills, as well as a strong understanding of
the Symphony’s events, products, and services.
KEY RESPONSIBILITIES:
1. Sales & Service
? Provide concert-related and general information about all Pacific Symphony events,
responding to patron inquiries efficiently and effectively via phone, email, and
voicemail.
? Sell single tickets and subscription packages by phone and in person at the
administrative office and assist patrons with online ticket purchases through the
website.
? Maintain in-depth knowledge of Pacific Symphony events to ensure accurate
information and exceptional patron support.
? Accurately document customer interactions, issues, and transactions in the Tessitura
ticketing CRM to ensure comprehensive and up-to-date records.
? Assist patrons with inquiries related to accessing and managing their digital tickets.
? Upsell and cross-sell products to increase ticket revenue by suggesting upgrades,
additional tickets and/or donations with every order.
? Address and resolve customer complaints and issues promptly, demonstrating
empathy and professionalism.
? Represent Pacific Symphony at the box office, renewal/welcome tables, and entry
gates, making on-the-spot decisions to resolve patron concerns while serving as an
ambassador during concerts. Availability for nights, weekends, and occasional
holidays is required.

2. Order Processing
? Process single ticket orders for all concerts received via multiple channels, including
in person, mail, phone, email, and telemarketing.
? Process new and renewing season ticket orders received via multiple channels,
including in person, mail, phone, email, and telemarketing.
? Process new membership requests and membership ticket orders received via
multiple channels, including in person, mail, phone, email, and telemarketing.
? Process patron exchange requests received via multiple channels, including in
person, mail, phone, email, and telemarketing.
? Prepare and mail tickets to subscribers and single-ticket buyers accurately and
promptly.
? Assist with processing ticket requests from both internal teams and external
partners to ensure smooth coordination.
? Create and process voucher requests for internal teams and external partners
efficiently and accurately.

3. Office Support
? Provide feedback to the Manager of Ticketing Services, Director of Ticketing &
Customer Service, and the marketing team on patron concerns and purchasing
behavior.
? Conduct customer service calls to patrons to provide order updates, offer
upgrades, and promote new products.
? Support the marketing team by preparing reports and conducting customer
research projects as needed.
? Assist with the management and maintenance of patron data to ensure accuracy
and integrity.
? Handle routine and project-related filing to ensure organized and accessible
records.
? Other duties as assigned.
4. Weekly Work Schedule
? Typical schedule is Monday through Friday; 8:45 a.m. to 5:15 p.m. and additional
concert shifts per month. Working concerts at the Segerstrom Concert Hall and
Great Park Live is a requirement of this position, which include nights, weekends,
and occasional holidays as assigned.

Management may add new responsibilities or remove existing ones at any time.

KEY SKILLS AND QUALIFICATIONS:
? Strong background with 1-2 years’ experience in sales and customer service
preferred.
? Must be punctual, reliable, and perform work with consistency.
? The capacity to understand and share the feelings of another person to provide a
more personalized experience.
? Ability to work collaboratively and support colleagues by offering assistance and
sharing knowledge.
? Excellent verbal and written communication skills are essential for interacting with
customers and colleagues.
? Ability to thrive in a fast-paced, dynamic environment with a positive attitude and
mindset.
? The ability to build relationships and maintain a calm and helpful demeanor, even
with upset customers.
? Strong critical thinking and problem-solving abilities to find effective solutions.
? Must be detail oriented.
? Proficiency with customer service software, CRM systems, and other common
computer applications. Knowledge of Tessitura CRM system or other ticketing
software is a plus.
? Knowledge of fine arts and/or classical music and passion for the performing arts is
desirable.
? Bilingual is a plus

About Pacific Symphony

ORGANIZATION OVERVIEW Founded in 1978, Pacific Symphony inspires, engages, and serves Orange County through exceptional concerts, education and community programs. Pacific Symphony is a highly dynamic and innovative organization, led artistically by Music Director Carl St. Clair for 30 years and operationally by President John Forsyte for 21 years. It presents more than 100 concerts annually, has been the resident orchestra of the Renée and Henry Segerstrom Concert Hall for over a decade, and serves 250,000 community members each year. The Symphony is nationally and internationally recognized for performance excellence, strong community engagement through education and other programming, and for commissioned new works by contemporary composers. In April 2018, Pacific Symphony made its debut at Carnegie Hall as one of two orchestras invited to perform during a yearlong celebration of composer Philip Glass’ 80th birthday, and the following month the orchestra toured China. The orchestra made its national PBS debut in June 2018 on Great Performances with Peter Boyer’s “Ellis Island: The Dream of America.” Pacific Symphony twice received prestigious ASCAP Awards for Advent...uresome Programming, and was showcased in the League of American Orchestras' nationally released publication entitled Fearless Journeys. Pacific Symphony offers was one of the most comprehensive array of education and community engagement programs of any American orchestra. Its flagship Class Act elementary school enrichment program has been honored by the National Endowment for the Arts and the League of American Orchestras for its exemplary orchestra education. The Symphony is located in Orange County, California's second most populous county boasting a rich arts tradition strongly supported by an engaged public. The region is a tourism magnet, home of Disneyland, and a major financial and business hub. MISSION, VISION, & VALUES Mission Pacific Symphony inspires, engages and serves Orange County and the region through exceptional music performances, and education and community programming. Vision Pacific Symphony leads a renaissance in the appreciation, accessibility and impact of classical music in Orange County and the region, through creativity, responsiveness and innovation. Values Excellence: Pacific Symphony strives for the highest quality in performance, community service and organization. Passion: Pacific Symphony brings determination, great energy and vitality to its work and projects a sense of pride. Education: Pacific Symphony seeks to ensure greater understanding and appreciation of music by all ages. Engagement: Pacific Symphony listens to and believes in involving the community, its artists, and volunteers in shaping the future of music and ensuring its impact on the broader community. Innovation: Pacific Symphony embraces and anticipates change, experiments with new practices, and shapes the future of classical music. Financial Responsibility: Pacific Symphony generates and stewards programs and resources which meets the needs of present and future generations. COMMUNITY Pacific Symphony is located in Orange County, California's second most populous county boasting a rich arts tradition strongly supported by an engaged public. Orange County envelops the visitor in the ultimate Southern California lifestyle…casual sophistication, pristine beaches, legendary theme parks, and endless options for fun in the sun or cultural exploration. Orange County is known for its ideal year-round climate with an average daily temperature of 70 degrees. Just minutes from Orange County’s 42 miles of beaches, there are magical adventures and adrenaline pumping rides at the original Disneyland Resort, and the always-thrilling Knott's Berry Farm. Orange County’s parks offer sprawling wilderness and nature parks, perfect for recreation of the sun-soaked variety, with miles of trails and coastal preserves to explore. The level of arts and entertainment found Orange County is equally unmatched. For sports fans, Anaheim offers professional baseball, hockey, and indoor soccer, with something for everyone all year round. Costa Mesa is home Pacific Symphony’s home, the Segerstrom Center for the Arts, featuring four theaters and world class offerings. Laguna Beach houses an abundance of thriving art galleries and Orange County’s most famous summer and winter art festivals. Orange County’s strong university system – including the University of California, Irvine, Cal State Fullerton, and Chapman University – has helped contribute to the fact that 39% of its residents over the age of 25 have a bachelor’s degree or higher, ranking it as one of the top five regions in the nation for college educated residents and number one in California. In addition, Orange County’s economic strength is reflected in its low unemployment rate, which consistently runs lower than that of the statewide average.

Show more

Show less

Connections working at Pacific Symphony