Patron Services Associate - Cal Performances (4722C)
About Berkeley The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptanceacademic and artistic, political and culturalmake it a very special place for students, faculty and staff.
Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html.
Application Review Date The First Review Date for this job is: March 27, 2019.
Departmental Overview 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/.
Responsibilities 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
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)
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.
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
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.
Salary & Benefits For information on the comprehensive benefits package offered by the University visit:
How to Apply Please submit your cover letter and resume as a single attachment when applying.
Other Information 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.
Conviction History Background This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
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.