Position: Patron Support Specialist, Gift Entry

Department: Patron Support, Advancement Operations

Reports To: Director of Advancement Operations, in coordination with Director of Patron Support

Location: On-Site, Joseph Meyerhoff Symphony Hall

Classification: Full-Time, Hourly, Non-Exempt

JOB SUMMARY

Patron Support Specialists serve as the face of the BSO and assist with all aspects of customer service, including but not limited to subscription sales, group and single ticket sales, memberships, contributions and resolving customer issues by phone, e-mail, and in person for all BSO venues, including the Joseph Meyerhoff Symphony Hall and the Music Center at Strathmore. The Patron Support Specialist, Gift Entry will be responsible for all areas of customer service, with a special focus on gift entry, including accurately processing contributions, resolving donor issues, and ensuring timely fulfillment of gift acknowledgments. Patron Support Specialists should possess a friendly, service-oriented demeanor and be willing to go above and beyond to provide exceptional customer service experience to BSO patrons. The ideal candidate will bring a strong attention to detail, excellent customer service skills, and the ability to handle sensitive donor information with discretion.

Advancement Operations: Gift Entry and Fulfillment (50%)

• Serve as the Patron Support team expert on BSO membership programs and gift entry procedures, with the goal of assisting teammates with questions and providing exemplary service to our donors
• Process individual contributions, as directed by the Director Advancement Operations, with special care given to individual gifts of $3,000+, ensuring the gifts are entered within 24-48 hours of being received from the Finance team
• Generate hand-signed acknowledgment data for individual gifts of $3,000+. Prepare letters for editing and coordinate with the Director of Advancement Operations to ensure letters are routed for review and mailed within 72 hours of gift receipt
• Assist with organization and proper maintenance of donor records within Tessitura
• Assist patrons with questions about their membership status and/or contribution history and research customer service issues as assigned
• Spend two weekdays per week working in the Advancement office alongside the Director of Advancement Operations to better facilitate gift entry
• Other duties as assigned, including but not limited to concert duty and participation in team and cross-departmental meetings

Patron Support: Ticket Sales and BSO Customer Service (50%)

• Process and fulfil a wide variety of ticketing transactions, including single ticket orders, group sales, subscription orders and renewals, seat change requests, gala and special event tickets, ticket exchanges, ticket donations, and rental events sold through Ticketmaster
• Assist with member event reservations and questions, in coordination with the Advancement team
• Data entry and database maintenance, including building and maintaining patron accounts, merging duplicate patron accounts, updating, and troubleshooting website logins, tracking customer feedback and preferences, entering brochure and information requests
• Become familiar with our products and venues to answer patron questions and make seating and programming recommendations
• Understand our website purchase path and patron account structures to assist patrons with technical issues
• Spend three days per week working in the Patron Support office alongside Patron Support colleagues, with occasional remote opportunities available based on staffing needs. Shifts include evenings and weekends

QUALIFICATIONS AND CAPABILITIES

Required:

• Equivalent customer service experience in a professional setting; experience in ticketing, arts/amusement, fundraising and/or a similar field of working in a customer relationship management database preferred; 1+ year of customer service experience required
• Ability to quickly learn new software, navigate customer databases, and a proclivity for data entry and management
• Proficient in Microsoft programs, including but not limited to Excel, PowerPoint, Word, Teams, and Outlook
• Discretion and respect for sensitive and confidential information in research, reporting, and discussions
• A demeanor of positivity, enthusiasm and respect for BSO colleagues and patrons
• Excellent critical thinking, strategic planning and problem-solving skills
• Flexibility to adjust schedule as needed (with notice) and work at off-site locations for occasional events, which may occur on evenings and weekends. (i.e. Oregon Ridge Park, Music Center at Strathmore, Symphony in the City and Music for Maryland venues, Concierge Duty)

Preferred:

• Experience in a call center environment
• Knowledge of Tessitura, Ticketmaster, or similar ticketing software systems a plus
• Experience in an arts and culture membership organization
• A background and/or interest in symphonic music

COMPENSATION AND BENEFITS

• Hourly rate starting at $20 per hour
• Benefits package that includes the below:
  • Health insurance, with generous BSO co-pay
  • Dental, Life, Short-Term and Long-Term Disability Insurance, paid entirely by the BSO
  • Generous paid time off, including annual, personal and sick leave
  • 403(b) Retirement & Savings Plan
  • Flexible Spending Accounts
  • Health Savings Account
  • Employee Assistance Program
  • Low-cost sheltered employee parking
• Free and/or discounted tickets to BSO
• Qualifying Employer for Public Service Loan Forgiveness