The Guest Services Representative is a part-time position that serves as a vital point of contact between the Dallas Symphony Orchestra (DSO) and the public. This role is responsible for delivering exceptional customer service while handling a variety of ticketing-related tasks. Responsibilities include selling single tickets and season subscriptions, processing ticket exchanges and donations, and responding to patron inquiries across phone, email, and in-person interactions. The representative also plays an important role during concert events by assisting with onsite box office operations and supporting overall patron experience. This position requires excellent communication skills, attention to detail, and a strong commitment to providing a high level of service to all patrons.
Duties:
- Support initiatives to reach DSO inbound revenue goals (single ticket, subscription, upsell revenue, etc.) as well as established service levels in the call center (e.g., average wait time, abandoned calls, maximum wait time, re-queued calls, etc.).
- Take inbound calls, make outbound customer service follow-up calls, and handle all first-level escalations.
- Ensure that major donor ticketing needs are handled, coordinated, and resolved professionally and immediately.
- Provide superior customer service standards at the box office and over the phone.
- Follow all box office operating policies, procedures, and communication mechanisms.
- Provide excellent customer service and handle patron concerns or complaints professionally.
- Accurately process ticket sales, exchanges and donation transactions at the box office counter using the Tessitura ticketing system.
- Process cash, check, and credit card payments and assist with daily reconciliation.
- Support additional Guest Services duties as needed (i.e., displaying signage, distributing will-call tickets, etc.)
- Support Dallas Symphony concerts that are presented at other venues outside of the Meyerson Symphony Center.
Other ticketing duties
- Processing season tickets
- Reprint tickets
- Handle exchanges and donations of tickets
- Guide patrons through transactions and check balances on accounts
- Data entry and processing
Support Guest Services Department
- Assist GSC Managers with non-phone tasks
- Other duties as assigned by GSC Management, GSC Director or Vice President of Marketing & Guest Services
