Position:              Patron Support Specialist
Department:      Patron Support
Reports to:         Director of Patron Support
Classification:   Part-time, Hourly, Non-exempt

THE BALTIMORE SYMPHONY ORCHESTRA and ORCHKIDS

For over a century, the BSO has been recognized as one of America’s leading orchestras and one of Maryland’s most significant cultural institutions. As the largest cultural institution in Maryland, the BSO is internationally recognized and locally admired for its innovation, performances and recordings, and educational community initiatives including OrchKids. Launched in 2008, OrchKids provides children educational resources and fosters social change through the power of music in some of Baltimore’s under-resourced communities.

The only major American orchestra to have been founded as a part of its municipality, the BSO is also the only American orchestra with year-round venues in two distinct metropolitan areas, both specifically designed with the orchestra in mind: the Joseph Meyerhoff Symphony Hall in Baltimore, and the Music Center at Strathmore in North Bethesda.

In July 2022, the BSO once again made musical history with its announcement that Jonathon Heyward would succeed Music Director Laureate and OrchKids Founder Marin Alsop as the Orchestra’s next Music Director. Maestro Heyward began his five-year contract in the 2023-24 season.

BSO: AT A GLANCE

•     Operating budget FY 22/23:	Approximately $30million
•    Orchestra members:	80 Players; 2 Librarians
•     Administrative Staff:	75 Employees
•    OrchKids Program Staff:	75 Team members

JOB SUMMARY

Patron Support Specialists represent 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. Patron Support Specialists should possess a friendly, service-oriented demeanor and be willing to go above and beyond to provide an exceptional customer service experience to BSO patrons.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist in the operation of the Patron Support call center, answering customer phone calls in a professional and efficient manner.
• Assist patrons through all available sales/communication channels, including by phone, by email, or in person at the Box Office window. This includes assisting patrons at the window with ticket purchases and will call pick up during BSO performances
• 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.
• Process contributions and memberships; assist patrons with questions about their membership status and/or contribution history and provide contribution acknowledgements as needed.
• 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.
• Keep the office clean and organized. File will call tickets, get tickets out in the mail quickly and help keep the office well stocked with necessary supplies.
• Other duties as assigned.

QUALIFICATIONS AND CAPABILITIES

• Ticketing, arts/amusement, retail, or customer service experience required, 1+ years of experience preferred.
• Knowledge of classical music or the arts a plus.
• Must possess exceptional customer service and communication skills and be able to interact with patrons in a friendly and professional manner.
• Ideal candidate will have strong problem-solving skills, be willing to navigate difficult customer service scenarios and share our commitment to excellent customer service, teamwork, and maintaining a professional work environment.
• Must be proficient with computers and be able to use a CRM system. Familiarity with Word, Excel, and Outlook preferred.
• Knowledge of Tessitura, Ticketmaster, or similar ticketing software systems a plus.
• Must have flexible availability and willing to work daytime, evening, and weekend hours. Some holidays required. Must be punctual for all shifts.
• Must be willing to work at offsite venues on rare occasions (i.e. Oregon Ridge Park, Music Center at Strathmore).

COMPENSATION AND BENEFITS

• Competitive salary negotiable, commensurate with qualifications and experience
• Free/discounted tickets to BSO concerts
• Hybrid Work Schedule available, depending on position requirements

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences of relief, to equalize peak work periods, or otherwise to balance the workload.

How to Apply

Please submit a cover letter, resume, and salary requirements to pmurphy@bsomusic.org, with the position title of the job in the subject line of your email. No phone calls.

OUR CULTURE AS AN EQUAL OPPORTUNITY EMPLOYER

The Baltimore Symphony Orchestra and OrchKids use the BSO mission and shared values (Appendices) to govern decisions, actions, and behaviors. These values guide how we conduct our work and professional relationships: Creativity, Respect, Excellence, Education/Engagement, and Diversity. We are focused on a people-first culture for our patrons and our entire BSO family.

The BSO is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, differing physical abilities, genetic information, age, parental status, military service, other non-merit factors.

The BSO is committed to improving and protecting the health of our musicians, staff, and our communities. We comply fully with the COVID-19 requirements of the state of Maryland and the city of Baltimore. It is required that employees be fully vaccinated against COVID-19 and provide proof of vaccination as a condition of employment.

APPENDIX I:  BSO MISSION

The BSO performs the highest quality symphonic music of all eras that nurtures the human spirit. The BSO is committed to engaging, inspiring, educating, and serving diverse audiences and to enhancing the State of Maryland as a cultural center of vitality and importance.”

APPENDIX II:  BSO SHARED VALUES

In October 2021, the BSO Board of Directors approved the following shared values, or “BSO Creed”:

CREATIVITY

• We believe the BSO is first and foremost an artistic institution that is dedicated to the finest creative musical expression.
• We seek to facilitate opportunities for creative approaches that allow musicians, staff, board, and partners to collaborate to serve our mission.
• We strive to inform all decisions with our commitment to innovation and continuous improvement.

RESPECT  

• We believe the BSO should value, appreciate, and treat all individuals – patrons, staff, musicians, guest artists, and volunteers with compassion, respect, and dignity.
• We seek to create a welcoming, safe, and enjoyable environment for all.
• We strive to embrace all human differences and commit to caring and civility towards all with whom we work and serve.

EXCELLENCE   

• We believe it is an honor to present great music to stir and nurture the soul.
• We seek to attract, develop, and retain the best talent in all musicians, staff, board, and volunteers. Everyone who works at the BSO has an important role to play in our success.
• We strive to act with uncompromising integrity and transparency.

ENGAGEMENT / EDUCATION  

• We believe deep connections to the diverse communities we serve are essential to our mission.
• We seek to inspire and educate with powerful and meaningful musical experiences for audiences of all ages.
• We strive to nurture the talents of musicians of all ages with accessible educational initiatives and programs.
• We strive to create a culture where musicians, staff, board, and volunteers communicate, collaborate, understand, and appreciate each other’s work.

DIVERSITY

• We believe diversity, equity, inclusion, and belonging – with respect to race, gender, and personal identity – are cultural and strategic imperatives.
• We seek to create a culture of excellence that ensures access and inclusion of diverse voices in all that we do.
• We strive to use the universal language of music to bring people together and embrace our multicultural society.