Part-time Customer Service Representative

Reports To: Manager, Ticketing Operations & Patron Experience Direct Reports: None

Department: Box Office

Location: Downtown Toronto

Vacancy Status: This posting is for a current vacancy on our team

Hourly Wage: $19.45

About Us

The Corporation of Massey Hall and Roy Thomson Hall is a registered charity that operates two of Toronto’s most iconic venues: Roy Thomson Hall and Allied Music Centre—home to legendary Massey Hall, TD Music Hall, Allied Music Centre Theatre, Deane Cameron Recording Studio, and more. Guided by a professional management team and volunteer Board of Governors, the Corporation is dedicated to enriching communities through the cultural, social, and economic power of music. The Corporation is actively engaged in Artist Development and Education & Community Engagement initiatives as an investment in the next generation of artists and audiences.

Position Overview

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.

Key Responsibilities

• 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 Roy Thomson Hall, and Massey Hall 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 to ensure exemplary patron service is always provided by staff
• Other duties as required

Qualifications

• Ability to work flexible schedule, including day, evening, weekend hours and holidays
• Completion of high school
• 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 an asset
• 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

Core Competencies

• Communication & Customer Focus
• Adaptability & Stress Management
• Problem Solving & Decision Making
• Creativity & Innovation
• Accountability, Ethics & Integrity
• Results & Quality Orientation
• Regulatory Compliance
• Analytical & Mathematical Reasoning

Work Conditions

• Work flexible schedule, including day, evening, weekend hours and holidays, as required
• Manual dexterity required to operate computer and peripherals
• Interacts with patrons, employees and management
• Competing priorities with medium-high control over individual priorities
• Moderate-high levels of considerable mental concentration
• Sitting, standing, lifting and walking on occasions to both venues

Additional Information (if applicable): This role is based in Toronto with a combination of remote work and on-site presence at Roy Thomson Hall, and Allied Music Centre. Evening and weekend availability will be required depending on event schedules. The Corporation of Massey Hall and Roy Thomson Hall values diversity and is an equal opportunity employer. Applicants requiring accommodation at any stage of the recruitment process should contact the Human Resources Department. The Corporation is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.