Customer Service Agent

I. Summary

Reports to: Director of Ticketing and Customer Service

Employment Status: Part Time Seasonal, Non-exempt

Position Overview: The Customer Service Agent processes ticketing transactions quickly and accurately using Tessitura CRM software and fields phone and email inquiries. This includes working the Box Office’s customer service channels with other teammates to generate ticket sales revenue, educate customers, and provide support.

II. Primary Duties and Responsibilities

1. Provide daytime Box Office support for all incoming and outgoing customer service needs.

• Work the Box Office’s inbound phone queue.

• Follow up on voicemails left by customers.

• Monitor and respond to customer emails sent to the Box Office inbox.

• Implement outbound customer service calls to ticket buyers as needed.

2. Answer questions to retain and build customer activity, loyalty and satisfaction while confirming and keeping accurate records of ticket purchases, donation amount, updates to customer data, and follow-up information.

3. Respond to customer service issues as directed by supervisors.

4. Process ticket orders and exchanges for all events held at Schermerhorn Symphony Center.

5. Maintain high levels of customer service with a positive and service-to-others attitude.

6. Be educated and educate our customers on event content and various sales products.

7. Represent the Symphony’s brand and reputation to patrons with warmth, compassion, and positivity.

8. Identify challenges and resolves potential conflicts.

9. Develop a thorough knowledge of ticketing policies and database/CRM skills to a level of proficiency required for this position.

10. Contribute to a culture where every patron is valued and where patron experience consistently exceeds expectations.

11. Responsible for specific tasks assigned at time of hire.

12. Other duties as assigned that help reach our departmental and institutional goals.

Embrace the Nashville Symphony’s commitment to Equity, Diversity, Inclusion and Belonging, and actively support the organization’s mission to welcome and serve everyone in our community.

III. Supervisory Responsibilities: None