Job Title:            Patron Services Manager

Status:                Full-Time Exempt

Reports To:        Director of Communications & Engagement

Supervises:        Box Office Staff and Volunteers

Updated:            January 2024

The Harrisburg Symphony is seeking a self-driven, organized, outgoing customer service-oriented professional for the full-time exempt position of Patron Services Manager.

Reporting to the Director of Communications & Engagement, the Patron Services Manager is responsible for the day-to-day operations of the box office and takes ultimate responsibility for satisfactory customer service experiences. In this role, the right candidate will oversee HSO (Harrisburg Symphony Orchestra) box office associates and coordinate the HSO volunteer program (recruiting, training, and being point of contact for scheduling). This role will also be actively involved in managing the front of the house at all HSO Masterworks, Capital Blue Cross POPS, and Summer Series concerts.

Duties and Responsibilities

Box Office/Ticketing

• Maintain and operate the Orchestra’s ticketing system, Patron Manager, including inputting all ticketing information for sales, processing all renewal and new subscriptions, single ticket sales, exchanges, vouchers, and gift certificates. Facilitate group sales, promotional offers, ticketing for corporate sponsorships and VIPS, and staff comp requests. Serve as the primary liaison and contact for all Symphony patrons regarding ticketing.
• Oversee and manage the subscription renewal process, in conjunction with the Executive Director and Director of Communications & Engagement. This role will create mailing lists for renewal and new subscriptions, process online and mailed in subscriptions, and accurately record renewals as they are received.
• Maintain accurate records of all ticket-related transactions. Communicate with ticketing software tech support to ensure that ticketing software is being used in the most accurate and efficient manner possible. Maintain a ticket buyer database, ensuring that each entry is properly and accurately categorized. Maintain and prepare mailing lists and labels as needed. Share database and mailing list information with staff and/or outside vendors, as requested.
• Prepare and provide accurate reports of ticket sales activity immediately following each concert weekend, for staff meetings, and as required by other staff and/or Board members. Reports shall be coordinated with the Finance office to ensure accuracy and any discrepancies shall be reconciled as soon as possible.
• Assist in the development and implementation of ticket sales promotions as they arise. Work with the Director of Communications & Engagement on the accurate and timely distribution of materials pertaining to ticket sales. Work with the Director of Communications & Engagement and Executive Director on the accurate and timely distribution of any marketing by email. Assist the Director of Communications & Engagement as needed with social media activities.
• Log and deposit check payments received by the organization and provide reports to the Finance Director.

Concerts

• Responsible for attending all Masterworks (7 weekends), Capital Blue Cross POPS (5 weekends), and Summer Series concerts (5 evenings).
• Front of House manager for every concert.
• Assure all equipment is working for Box Office Associates and volunteers.
• Coordinate pre-concert orientation for volunteers and assign duties.
• Be available for questions and problems as they arise throughout the evening.
• Responsible for money transfer from concerts to office each weekend.
• Coordinate with Director of Operations on start of show, based on Front of House activities.
• Liaison with Forum Auditorium for concert weekend needs.
• Prepare for evening concerts by reviewing emails/telephone calls prior to concert evening and remain through the concert evening to oversee volunteer activities
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Administrative

• Answer phones and keep automated telephone system updated.
• Serve as office contact for supplies, copier needs, building issues, etc.
• Work with Director of Development to open mail, data in-put donations, run reports, and prepare donor acknowledgement letters.
• Assist Director of Development with special events as needed.
• Other duties as assigned.

Management

Box Office Associates

• Hire, train, and oversee Box Office Associates. Making sure all staff are fully trained in handling customer issues and explaining policy regarding ticket sales.
• Schedule Box Office Associates for concert weekends.
• Develop and maintain documentation and training material on Box Office policies and procedures.
• Create staff schedules, approve vacation requests, and approve time sheets.
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Volunteers

• Recruit, train, and oversee HSO concert volunteers.
• Find new avenues to market the HSO volunteer program.
• Communicate with volunteers as they sign up and onboard them.
• Responsible for planning and implementing a yearly volunteer training session before the concert season starts.
• Schedule volunteers for performance days and assign duties for concert performances.
• Keep accurate contact information on all volunteers.
• Keep all supplies up to date, including water, snacks, name tags, etc.

Qualifications

• Bachelor’s Degree
• Working knowledge of ticketing and subscription systems
• Customer service management (CRM) programs (preferably PatronManager)
• Ability and willingness to learn new software and skills
• Real-life experience in sales/customer service
• Impeccable written and verbal communication skills
• Ability to keep calm, productive, and pleasant in a job that requires attention to several different operations simultaneously
• Clear understanding of the mission of the Harrisburg Symphony
• Knowledge of classical music a plus, but not required
• Position requires the ability to accommodate a flexible schedule, including evenings, weekends, and holidays, as well as being able to perform in a fast-paced, dynamic work environment
• Ability to prioritize, identify critical issues, and work towards results
• Valid driver’s license
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• Employment contingent on successful completion of background check

Position Type and Expected Hours of Work

This is a full-time, salaried position reporting to the Director of Communications & Engagement. Typical hours are Monday through Friday 8:30 a.m. until 5:00 p.m. Box Office hours are Wednesday through Friday, 10:00 a.m. until 2:00 p.m. and this position is required to be in the office during those specific hours. The office works on a hybrid system with the ability to work at home and in the office.

Compensation

• Starting salary $40,000
• 3% retirement contribution
• Health, life, and disability insurance (effective three-months after initial hire date)
• Cell phone stipend
• Compensatory time off for concert weekends (effective immediately)
• Remote hours available

Apply

Send cover letter and resume to jobs@harrisburgsymphony.org

The Harrisburg Symphony Association does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, marital status, political affiliation, disability, genetic information, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. The HSA does not tolerate discrimination of harassment based on any of these characteristics.

 The Harrisburg Symphony Orchestra was founded in 1931 and is now in its 94th season at the Forum Auditorium in Harrisburg, PA. The fully professional ensemble performs under the direction of Tony Award-winning Music Director and Conductor, Stuart Malina. The Symphony also presents an extensive music education program that includes concerts for school age children, in-school residencies, and the Harrisburg Symphony Youth Orchestras, which are comprised of approximately 150 elementary, middle, and high school students. The Harrisburg Symphony is governed by a 24-member Board of Directors and receives additional philanthropic support from the Harrisburg Symphony Society.