Guest Experience Representative

JOB SUMMARY: Each Guest Experience Representative is the VP of First Impressions and, as such, is responsible for providing the customer with excellent service and the best impression of Miami City Ballet. To do well in this role, the Guest Experience Representative must be customer-centric and service-oriented, with a positive, empathetic, and professional attitude toward customers at all times.

RESPONSIBILITIES: Guest Experience· Serve as the first point of contact for patrons across all communication channels including phones and in person at venues, responding promptly and thoroughly to inquiries and resolving concerns and complaints efficiently.

• Build rapport, ongoing relationships, and credibility with patrons by delivering consistent, excellent customer care, anticipating patron needs, and initiating service recovery.
• Maintain strong working knowledge of MCB as an organization, the company of dancers, the season, and all events and performances, along with seating, pricing, fees, venue layouts, parking, and directions, to answer patron questions and provide an optimal customer experience.
• Provide patrons with insight and updates on the season, programs, and subscription package options, and answer inbound sales questions to increase sales, engagement, and service.
• Provide customer, subscriber, and relationship management support onsite at performances and activations; may be required to sell merchandise in venue and at the MCB studios.
• Capture patron feedback in CSI notes, share frontline feedback with Marketing and Development as appropriate, and provide ongoing feedback on the efficiency of the customer service process. Patron Services· Take and fill ticket orders for individual purchases by telephone and at the box office window, including order forms, modifications, exchanges, upgrades, and escalations, and fulfill ticket sales, subscriptions, and payments.
• Process group ticket orders, seat assignments, reservations, and booking modifications, including single-ticket (non-subscription) group sales and orders generated during group and subscription sales campaigns.
• Capture initial booking information on advance and large bookings for Guest Experience Supervisor review.
• Execute high-volume booking and transactional clean-up projects using documentation provided by the Manager, Patron Services and Director of Guest Experience and Ticket Services.· Process all transactions through Tessitura and maintain accurate customer data at the point of entry.
• Prepare tickets for mailing or will call, and provide ticketing assistance and support for internal department needs.
• Responsible for ensuring daily batch reconciliations are balanced.

Please note: Applications will not be considered if they do not address the qualifications, essential duties and responsibilities for this role, and please include examples of your work as requested above. Email your application to mcbjobs@miamicityballet.org with the title of the role you are applying for in the subject line. No agencies or phone calls, please.