TITLE: Patron Services Manager
STATUS: FTE, Exempt
ORIGINAL DATE: 10/2023
REVISION DATE: 10/2023
SALARY RANGE: 34,000 – 38,500 annually, plus comprehensive benefits
POSITION:
Atlanta Ballet is seeking a qualified candidate for the full-time position of Patron Services Manager who will participate in all aspects of Patron Services, including ticket sales, customer service, data entry, filing, and other duties as assigned. They will ensure accurate public representation of Atlanta Ballet and its programming through strong and proactive customer service skills. The Patron Services Manager will work at both Atlanta Ballet’s box office and at performance venues during production runs. Must be able to work a flexible schedule including some weekends and evenings throughout the season, especially throughout the month of December.
PRINCIPAL DUTIES:
• Manage the day-to-day operations of the Patron Services office, including personnel.
• Oversee Patron Services staff and scheduling.
• Control the ticket inventory, including show builds, package construction, ticket offers and discounts, and maintain seat holds.
• Coordinate with all departments to ensure that internal and external guest ticketing needs are being met and exceeded.
• Analyze and create ticketing and financial reports.
• Facilitate on-going staff training.
• Assist Atlanta Ballet patrons over the phone, via email, and in person with ticket and subscription purchases, ticket exchanges, complimentary ticket requests, and other items as available.
• Log and report all patron service issues and communications.
• Assist Atlanta Ballet patrons at performances at the Cobb Energy Performing Arts Centre and other performance venues.
• Process ticket orders and payments accurately into computerized ticketing systems, including season, single and group ticket orders, complimentary ticket requests and subscriber exchanges.
• Maintain accuracy of patron information, including data projects such as address updates and ticket order imports as assigned.
• Strategize ticket discount programs, including building promo codes and providing assets.
• Oversee transfer of box office from Atlanta Ballet to venues during performances.
• Supervise pre-show and post-show customer service emails and surveys.
• Filing and other general office duties as assigned.
EXPERIENCE/SKILLS REQUIRED:
• Bachelor’s degree or equivalent work experience.
• Minimum of 2-3 years of experience working in a ticketing environment.
• Proficiency with Tessitura preferred.
• Knowledge of TicketMaster/TM1, and/or other ticketing software systems is helpful.
• Adept at basic computer functions, including Microsoft Office products.
• Experience conducting financial reconciliations, statements, and reporting.
• Impeccable customer service skills.
• Excellent attention to detail and project management skills.
• Experience with email marketing software, such as Mailchimp or Prospect2.
• Group Sales and Ticketing experience a plus.
SUPERVISION:
The Patron Services Manager will report to the Director of Technology and Sales Operations.
COMPENSATION AND BENEFITS:
Atlanta Ballet provides a competitive and equitable compensation package with salary estimated in the range of $34,000 – 38,500. Employee benefits include paid vacation, sick leave, personal days, and holidays; health, long-term disability, life insurance; and a voluntary 403(b) retirement plan.
COVID-19 PRECAUTIONS:
Candidates must be fully vaccinated and boosted against Covid-19.
APPLICATIONS AND INQUIRES:
Please contact HRinfo@atlantaballet.com for inquires and to submit a cover letter and resume for consideration.
Atlanta Ballet believes that diversity, equity, inclusion, and access are critical to our success and growth as an institution as we seek to recruit, develop, and retain uniquely qualified and talented candidates from a diverse pool. Our goal is to be reflective, both onstage and off, and at all job levels, of the audiences we engage. Atlanta Ballet is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and existing employees without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, citizenship status, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, or any protected category prohibited by local, state, or federal laws.