Job Requisition Number: 26556. Cal Performances is the performing arts presenting, commissioning and producing organization based at the University of California, Berkeley. The mission of Cal Performances is to produce and present performances of the highest artistic quality, enhanced by programs that explore compelling intersections of education and the performing arts. To learn more about Cal Performances, please visit http://calperformances.org/.
The Patron Services Associate reports to the Ticket Services Manager and is a front-line customer service representative and data-base expert that can adeptly respond to patron needs. The incumbent also works internally to set-up and maintain the procedures needed to ensure a smooth flow of information and resolution of customer service issues. Success requires the ability to collaborate with staff in the Development, Marketing, Box Office, Operations, and Artistic departments and a strong understanding of the needs and motivations of a curious, diverse, and deeply engaged base of performing arts fans.
Duties include but are not limited to:
[50 %] Donor and Patron Services (outward serving)
Resolving Customer Service Issues •Respond to inquiries that come in through the donor information and ticketing email and phone lines •Take, confirm, and track Cafe Zellerbach reservation requests •Act as concierge for patrons who have questions regarding education events, donor events and services, and how to enhance their experience with Cal Performances •Provide ticket office support for Special Events as needed
Donor Ticketing Services •Conduct personal ticket office appointments with Producer’s Circle donors as needed •Seat donors during the subscription period •Process donor exchange and purchase requests •Assist in ticket hold management •Assist in accurately processing incoming orders
Parking •Coordinate the reserved parking program for all donors of $750 or more and other VIP’s, including interfacing with the Parking and Transportation Department to make initial reservations, update reservations, and provide guest lists. •Process reserved parking requests and payments in Tessitura and liase with the Parking and Transportation department to ensure bookings are made
Ticket Office Support •Supervise Ticket Office for events as needed •Supervise Ticket Office daily operations as needed
[50 %] Operational Support (internal service)
Gift entry •Accurately process all incoming gifts, pledges, and payments to Cal Performances •Serve as primary resource to all departments for all questions pertaining to completing gift acceptance forms, gift processing procedures, and donor recognition •Using Tessitura export and Word mail merge functions, generate Friends acknowledgment letters •Process and print appropriate membership cards for new and renewing donors
Event setup and maintenance •Create and maintain reserved parking season performances in Tessitura •Assist Ticket Services Manager in auxiliary event set up and maintenance as needed.
Data services •Update Tessitura biographical information – including addresses, business information, associations, addressee and salutations-received through gift transmittal, direct mail response, checks, and other related sources •Serve on the Tessitura user workgroup and lead improvement projects as appropriate •Create and fine-tune internal systems to ensure patrons needs are met
Reporting •Generate and distribute weekly attendance reports •Create and distribute guest lists for auxiliary events •Generate and distribute weekly gift reports •Maintain donor recognition lists and update and share with program book editor on a monthly basis •Conduct income and expense reconciliations with Finance Department•Bachelor’s degree or equivalent experience •Knowledge of Tessitura software strongly preferred •Prior experience in customer service and/or donor relations. •Excellent computer skills and facility with Excel, Word, database programs and spreadsheet applications •Excellent word processing, proofreading, and organizational skills •Exceptional written communication skills and ability to compose error-free correspondence •Excellent written and verbal communication and customer service skills •Highly developed attention to detail and the ability to achieve deadlines •Ability to take initiative and work independently on projects as well as a collaborative team player •Must be able to effectively problem-solve, prioritize and complete multiple tasks •Possess good analytic and mathematical skills •Ability to work well with diverse personalities •Availability to work some nights and weekends •Must be able to successfully pass a criminal background check. Working Conditions Primary work schedule is 8am to 5pm, Monday through Friday, with the potential for longer hours during critical periods and special events. This job requires working some evenings and weekends as needed.
The University of California was chartered in 1868 and its flagship campus - envisioned as a "City of Learning" - was established at Berkeley, on San Francisco Bay. Today the world's premier public university and a wellspring of innovation, UC Berkeley occupies a 1,232 acre campus with a sylvan 178-acre central core. From this home its academic community makes key contributions to the economic and social well-being of the Bay Area, California, and the nation.