Music@Menlo Patrons Services Associate

Position Description Music@Menlo is currently seeking a Patron Services Associate. The Patron Services Associate will execute Music@Menlo’s box office duties with an emphasis on maintaining a highly customer- and service-oriented environment. This includes the following mission critical responsibilities: ● Serving as the public’s first point-of-contact with Music@Menlo in a friendly and professional manner ● Managing customer relationship software, Theatre Manager, including building and maintaining events and subscriptions, creating pricing maps and coupon codes, managing premium seating, ticket order processing, and ticket reports, creating mailing lists, creating accounting and ticketing reports, managing comp ticket and reservations for concerts and donor events, general upkeep and regular audit of patron records in Theatre Manager ● Providing staffing for Music@Menlo’s daytime and pre-event, at venue box offices, requiring an in-depth study and strong command of Music@Menlo’s offerings and programming, venues, schedule of events, artists, and ticketing policies ● Coordinating and executing customer service responsibilities with a focus on service and detail including accepting phone, online, mail, and in- person ticket requests and responding to patron inquiries in a timely, informative, and courteous manner ● Processing orders and donations in Theatre Manager, including accounting and money handling, data entry, patron record management, inventory tracking, ticket printing, and ticket distribution by mail and in person ● Working closely with Development Director and Development Associate to fulfill VIP donor ticket services ● Writing and updating all ticketing language in print and digital communications ● Generating sales, inventory, attendance, and accounting reports on a frequent basis and reviewing reports with staff ● Maintaining the ticketing side of the website and online sales ● Conducting daily sales reconciliations with accounting staff ● Coordinating and staffing on-site sales and will call activities ● Providing livestream technical support/login tech support as needed ● Overseeing two ticketing interns during the festival season and helping to mentor them in the above activities ● Completing these tasks in a fast-paced and extremely intense environment, especially during the festival period (July and August) ● Serving as office manager, including communicating with facilities, submitting maintenance requests, coordinating copier rental agreements, arranging computer and tech management, and ordering office supplies Qualifications The strongest candidates will demonstrate outstanding skills in interpersonal communications and in tracking many simultaneous projects efficiently and effectively in a fast-paced, highly detailed and customer-oriented environment. Friendly, composed, and client-centered demeanor in person and on the telephone ● Proven track record of working responsively and effectively with people of varied backgrounds, preferences, and communications styles ● Facility and comfort with phone, e-mail and Internet communications ● Sound knowledge of basic accounting principles and ability to process information quickly ● Knowledge of nonprofit development and communications principles ● Solid knowledge of and experience with Microsoft Word, Excel, and customer relationship manager software such as Theatre Manager and strong ability to work in Macintosh environments ● Must be available to work all events during summer festival, from mid-July to early-August, including long hours, weekends, late nights, and early mornings consecutively, including overtime hours ● Proof of full COVID19 vaccination is required Preferred ● Experience in a performing arts or box office environment ● Bachelor's degree or higher ● Experience with Theatre Manager or other CRM ● Proven ability to write and edit effectively and efficiently ● Knowledge of classical music Hours Full- time, Monday through Friday with extensive evening, weekend, and odd hours from mid-July to mid-August annually. Inquiries regarding this policy may be directed to the festival office at 650-330-2030.