Summary

The Patron Services Supervisor, under the direction of the Director of Patron Services, assists in the coordination of operations for a multi-faceted ticket office. This hands-on position includes selling subscription and single tickets for approximately 150 live events in up to 9 different venues for several different arts organizations including UMS, U-M School of Music, Theatre and Dance and the Ann Arbor Summer Festival. The position includes co-management of ticket office student employees, creating weekly schedules for all Patron Services employees, as well as managing events at select off-site locations for both ticketing and front-of-house. Evening and weekend work required. Position requires employee to be accessible on a mobile cellular device and involves traveling to various locations on and off the U-M campus for performances.

Who We Are

About UMS: Housed on the campus of the University of Michigan in Ann Arbor, UMS is one of the oldest performing arts presenters in the country, committed to connecting audiences with performing artists from around the world in uncommon and engaging experiences. With a program steeped in music, dance, and theater, UMS contributes to a vibrant cultural community by presenting approximately 60-75 performances and over 100 free educational activities each season. UMS commissions new work, sponsors artist residencies, and organizes collaborative projects with local, national, and international partners. UMS was selected as one of the 2014 recipients of the National Medal of Arts, the nation's highest public artistic honor, awarded annually by the president of the United States at the White House to those who have demonstrated a lifetime of creative excellence, according to the National Endowment for the Arts, which oversees the selection process.

For more information on UMS visit: www.ums.org .

UMS values a culture of diversity, equity, and inclusion. We are committed to the development of staff who thrive and contribute to a positive and inclusive environment. Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled any time after the minimum posting period has ended. Applications will be accepted only through the University of Michigan jobs website. Visit www.umjobs.org

Responsibilities*

(50%) Leadership/Supervision

• Co-manage ticket office student staff (15-20 part-time student staff), including training & development; provide a supportive environment for employees
• Serve as the point person for the student staff to assist with customer service questions, office policy questions and general office protocol
• Ensure the completion of daily office tasks such as responding to customer inquiries via general office voicemail and email, assigning office tasks and projects to part time Patron Services
• Assistants and student staff, which also includes the follow through on completion of tasks
• Create weekly schedules for 20-28 ticket office staff, ensuring effective use of student employee hours and budget
• Serve as patron services specialist for select UMS off-site events; in collaboration with UMS Marketing and UMS Learning and Engagement departments. Lead the implementation of ticketing and front of house policies and procedures for select ticketed off-site events.

(20%) Performance & Operations Support

• Staff performance hall for ticket office and occasionally front-of-house for UMS, U-M School of Music, Theatre & Dance, and Ann Arbor Summer Festival events. Evenings and weekends required during the performance season.
• Setup and maintenance of Pay-What-You-Wish events in TNEW and Tessitura system, fulfill special ticket request orders, coordinate front of house, merchandise and bar sales, and field customer service requests as needed
• Assist the Assistant Patron Services Manager with SMTD related setup and tasks and the Director of Patron Services with UMS related setup and tasks in the Tessitura system

(20%) Communication and Customer Service

• Provide professional, timely and courteous email, telephone, and in-person customer service for UMS, U-M School of Music, Theatre & Dance, and Ann Arbor Summer Festival
• Process phone and mail orders on computerized ticketing system, including cash, check and credit card handling

(10%) Other Projects as Assigned

Required Qualifications*

• Bachelor's Degree or experience in relevant field
• Minimum 2- years of supervisory experience
• Initiative and ability to work independently and as part of a team
• Excellent communication skills, both on the phone and in person
• Excellent computer systems including Microsoft and Google suite of products
• Knowledge of Customer Relationship Management (CRM) systems
• Strong work ethic; enjoy working under pressure and working with the public
• Ability to commit to an irregular seasonal work schedule including extensive evening and weekend hours
• Must be able to move equipment and boxes weighing up to 50 pounds, have access to transportation to travel to various locations on and off the U-M campus, and be accessible on a mobile cellular device

Desired Qualifications*

• Experience in box office sales or ticket administration preferred
• Experience with Tessitura software or other ticket platform preferred
• Ability to troubleshoot software or customer service issues
• Knowledge of and interest in the performing arts

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

Job Detail

Job Opening ID

250527

Working Title

Patron Services Associate

Job Title

Customer Service Rep Senior

Work Location

Ann Arbor Campus

Ann Arbor, MI

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Nonexempt

Organizational Group

Univ Music Society

Department

UMS Patron Services

Posting Begin/End Date

6/24/2024 - 7/15/2024

Salary

$42,000.00 - $48,000.00

Career Interest

Administration