Part-time Customer Service Representative at The Corp.of Massey Hall & Roy Thomson Hall – Toronto, Ontario

Reports To: Assistant Manager, Ticketing Services

Do you have the desire to make an impact and be part of an exceptional team? Does an opportunity with two of the world’s pre-eminent concert venues interest you? Then read on!

About us

The Corporation of Massey Hall & Roy Thomson Hall is a charitable non-profit organization that owns and operates two of Canada's most iconic concert halls. Massey Hall has successfully completed an extensive renovation and expansion of the venue, this includes a revitalized auditorium, improved amenities for both artists and patrons, and opening of new venues as part of Allied Music Centre, starting with TD Music Hall, and state-of-the-art Deane Cameron Recording Studio. Roy Thomson Hall serves as the home to the Toronto Symphony Orchestra, welcomes the Toronto International Film Festival’s red carpet gala premieres, and plays host to a dynamic array of cultural events throughout the year. The Corporation is actively engaged in Artist Development and Education & Community Outreach initiatives as an investment in the next generation of artists and audiences.

The Opportunity

The Customer Service Representative is a key member of our Ticketing Services team with responsibility to deliver professional and timely customer service to patrons. In addition to providing important information about performances at our venues, and providing solutions to any issues raised by our patrons, the Customer Service Representatives will also process ticket orders for single and series events using our ticketing software.

Job Duties

• Responsible for delivering accurate, timely, and courteous customer service

• Respond to all customer –initiated contacts (internal and external) delivering fast and efficient service while displaying a strong sense of ownership

• Process ticket orders over the phone and at the counter at RTH, MH and other venues as required, including refunds or exchanges upon approval

• Monitoring chat and providing information always ensuring a courteous exchange

• Resolve inquiries at first point of contact where possible and escalate complex issues that require resolution to the Supervisor

• Make outgoing patron service calls for postponed or cancelled events as well as courtesy appreciation calls for donations through Advancement

• Identify opportunities to improve levels of patron service

• Ability to work at other box office locations as required

• Create, update, and maintain accurate patron information on the ticketing system

• Assist in batching tickets for will call, required by each performance

• Maintain up to date patron accounts and data management

• Perform Box Office closing duties as required Ensure exemplary patron service is always provided by staff

• Other duties as required

Requirements

• Ability to work flexible schedule, including day, evening, weekend hours and holidays

• Post- secondary education is required

• Must be dependable with the ability to prioritize daily tasks, multi-task, and the ability to shift priorities and deliver results

• Superior problem-solving skills to handle a variety of situations

• Deliver exceptional customer service that builds trust through responsiveness, accurate and consistent knowledge of our service and support

• Excellent communication and interpersonal skills

• Strong computer skills (MS Office) and typing skills

• Tessitura Ticketing Software knowledge and proficiency is essential

• Laptop and/or home computer and high-speed internet service required for remote working

• If necessary, the employee must be within three (3) hours commute to return to the office Previous box office experience and working knowledge of Tessitura database and/or Ticketmaster would be an asset

As an equitable employer, The Corporation of Massey Hall and Roy Thomson Hall is committed to providing a safe and inclusive environment where a diverse workforce thrives. Applicants requiring accommodation at any stage of the recruitment process should contact Human Resources. The Corporation is committed to providing employment accommodations in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

We thank all applicants for their interest in this position. Please note that only applicants granted an interview will be acknowledged. No phone calls please.