Customer Sales and Service Specialist

Customer Sales and Service Specialist

Job Highlights

Has an aptitude for sales and service. Seeks out new subscribers, mini/flex plan buyers, and single ticket buyers. Provides impeccable customer service to all ticket buyers, while creating a personal relationship with their assigned subscribers.  Utilize HGO’s customer database, Tessitura, for all ticketing purposes, by performing the following duties.

Join Us!

We are looking for talented, passionate, dedicated people who are eager to make contributions to our

community and our mission.

Concerned you do not meet every single requirement listed? Apply! We know that some people are less likely to apply for a job if they don’t think they meet 100% of the requirements.  At HGO, we are dedicated to building a diverse, inclusive, and authentic workplace.  So, if you’re excited about this position but your experience doesn’t align perfectly, we encourage you to apply!  You may be just the right candidate for this position or another role at HGO.

About the Houston Grand Opera

The mission of HGO is to enrich our diverse community through the art of opera. We do so by creating, curating, exploring, and producing outstanding experiences centered around the human voice.  HGO has received a Tony Award, two Grammy Awards, and three Emmy Awards – we are the only opera company in the world to win all three honors.

Our strategic focus is two-fold: creating profoundly enriching experiences for our diverse audiences and clearly defining and positively promoting the HGO brand.

We are passionate about building and sustaining an inclusive and equitable working environment for all company members.  We believe every team member enriches our diversity by exposing a broad range of ways to understand and engage our community and discover, design, and deliver enriching experiences.

Compensation and Benefits

The starting salary for a candidate who meets the minimum requirements of the position is $35,000.00.  We offer robust benefits to full-time employees, including:

• Comprehensive and affordable health benefits, including medical, dental, and vision insurance; a high-deductible healthcare plan with an employer funded health savings account; a flexible savings account; an employee assistance program; and employer-paid life, short term disability and long-term disability insurance
• Generous paid time off including vacation, wellness, parental leave, and scheduled and flexible holidays
• 403b retirement plan with employer match
• Flexible work schedule
• Professional development fund and opportunities
• Discounted parking in the Theater District garage and nearby lots plus easy access to Metro transportation
• Free tickets to our mainstage and community productions and events
• This position offers performance-based bonuses and/or commissions with the opportunity to make 10-20% beyond the base salary. Actual amounts vary based on the size of the customer portfolio and experience of the candidate.

Key Responsibilities

• Responsible for new subscriber acquisitions as well as upgrading single ticket buyers to full subscribers or mini/flex plan buyers.
• Manage and interact with assigned portfolios of subscribers on a year-round basis.  Constantly creating and implementing personal communication plans to ensure subscriber needs are met. Have a focus on annual subscription renewals and securing gifts under $5,000.
• Maintain the highest level of customer service with each encounter by having a friendly, professional, and helpful demeanor, paying close attention to detail, and ensuring customers receive personalized attention with each phone call or visit.
• Assist customers by phone, email, or other communication channels regarding single and subscription ticket sales as well as inquiries related to their accounts.
• Assist customers with making ticket exchanges, supplying them with new seats and properly documenting the transaction.
• Process donations, additional ticket purchases, ticket reprints and ticket donations.
• Handle inquiries regarding directions, parking, performance times and dates, and all other opera related questions.
• Serve as a first-line resource for call escalations from Customer Sales and Service Representatives.
• Prepare and file tickets for mailing and Will Call in a timely manner.
• Work in the Box Office or the Customer Care table on scheduled shifts and performance nights.
• Assist in any office management duties in the Customer Care Center.
• Help set up and take down equipment, signs and other performance related duties as assigned.
• Identify and refer individual giving prospects to development for further qualification beyond $5,000.
• Assist other HGO departments with various projects and events as needed.
• Other duties as assigned.

Qualifications

• 1-3 years of direct work experience in a customer service and/or ticket sales role.
• Knowledge of opera and arts preferred, but not required.

Special Job Characteristics

• Must possess superb customer service skills with strong verbal, written and listening skills - maintaining confidentiality.
• Must have an acumen for generating new acquisitions through all forms of communications.
• Must be a team player with a positive attitude and a willingness to learn.
• Attention to detail and strong organizational skills are a must.
• Must be punctual with the ability to arrive at each workday on time.
• Evening and weekend work is required.
• The ability to bend, stoop, sit and sometimes lift to 20lbs.

Physical Demands

The physical demands described here are representative of those we consider important for an employee to successfully perform essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity

Houston Grand Opera is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at HGO are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by federal, state, or local laws or regulations. HGO will not tolerate discrimination or harassment based on any of these characteristics. HGO encourages applicants of all ages.

Qualifications

Salary : $35,000