Patron Services Representative

 

Patron Services Representative (Daily Employee)

Marketing Department

Patron Services

 

Work Status:	Temporary, Part-Time	FLSA Status:	Non-Exempt
Location of Job:	Davies Symphony Hall San Francisco, CA	Hourly rate:	Per Collective Bargaining Agreement: $36.63 hourly
Schedule:	Onsite (Hybrid once approved by Supervisor)	Regular Hours:	Variable, On call, includes some performance evenings and weekends (Show Call)
Reports To:	Box Office Manager	Supervisory:	No

 

THE ORGANIZATION

The San Francisco Symphony is among the most adventurous and innovative arts institutions in the United States, celebrated for its artistic excellence, creative performance concepts, award-winning recordings, and standard-setting education and community engagement programs. Since it was established in 1911, the Symphony has grown in acclaim under a succession of distinguished music directors: Henry Hadley, Alfred Hertz, Basil Cameron, Issay Dobrowen, Pierre Monteux, Enrique Jordá, Josef Krips, Seiji Ozawa, Edo de Waart, Herbert Blomstedt, Michael Tilson Thomas, and Esa-Pekka Salonen. In May 2026, the Symphony announced Elim Chan as the 13th Music Director in its 115-year history, beginning with the 2027–28 season. One of the most sought-after artists of her generation, Elim Chan embodies the spirit of contemporary orchestral leadership with her crystalline precision and expressive zeal.

The San Francisco Symphony presents more than 200 concerts and presentations annually for an audience of nearly 350,000 in its home of Davies Symphony Hall and around the Bay Area. As a cornerstone of its mission, the San Francisco Symphony provides some of the most extensive education and community programs offered by any American orchestra. The Symphony’s free music education experiences engage students in grades 1–12 throughout the San Francisco Unified School District (SFUSD), serving more than 25,000 students annually.

In 2001, the SF Symphony became the first American orchestra to launch its own in-house record label, SFS Media. Recorded live in concert and engineered at Davies Symphony Hall, SFS Media recordings showcase music by contemporary composers as well as core classical masterworks. San Francisco Symphony radio broadcasts, the first in the nation to feature symphonic music when they began in 1926, today carry the Orchestra’s concerts across the country. In 2004, the SF Symphony launched the groundbreaking multimedia Keeping Score series on PBS-TV and the web; the series was made available for unlimited free streaming on the Symphony’s YouTube channel in 2020. In 2014, the San Francisco Symphony inaugurated SoundBox, an experimental and eclectic live music series, which takes place in an alternative performance space located backstage at Davies Symphony Hall. In 2023, the San Francisco Symphony partnered with Apple for the launch of a new classical music streaming app, Apple Music Classical, and has since released 17 spatial audio recordings of live concert performances through the app. For its adventurous programming, the Symphony has been honored 19 times by the American Society of Composers, Authors and Publishers, and the Symphony’s recordings have garnered France’s Grand Prix du Disque and Britain’s Gramophone Award, as well as 17 Grammy® Awards.

JOB SUMMARY:

The Patron Services Representative provides the highest levels of customer service to our patrons, takes and fulfills ticket and subscription orders by phone, mail or in person, and supports the operation of the Box Office through data entry, proofing, customer contact and management, and other duties and projects as assigned by the Box Office Manager. Hours include evenings and weekends.

RESPONSIBILITIES:

• Completes sales through Tessitura software for incoming phone, mail and in-person orders at the Symphony Box Office.
• Makes courtesy and follow-up calls to patrons to resolve issues with their tickets purchase or other Symphony business.
• Provides exemplary customer service, follow-through and support.
• Turns each patron interaction into a positive experience
• Handles complaints and satisfies upset patrons
• Supports Box Office Managers with additional duties.

QUALIFICATIONS:

• Minimum 5 years experience in a customer service, sales, public relations or similar environment. Experience with ticketing and/or arts organizations a plus.
• Minimum 5 years experience working with customer relationship management software. Experience with Tessitura a plus.
• Ability to constantly provide highest levels of customer service
• Great communication, listening and phone skills
• Ability to work as a team in a dynamic work environment
• Ability to interact with patrons and co-workers in a positive, courteous, patient and diplomatic manner.
• Ability to touch type and enter data in an accurate and thorough manner.
• Proficient user of Windows, Excel, Word and Outlook. Database software or Tessitura experience a plus.
• Strong organizational skills and ability to work independently while handling multiple tasks.
• Willingness to set goals and learn new skills.
• Knowledge of or willingness to learn about Classical music.

PHYSICAL DEMANDS:

• Lifting, carrying, pushing, or pulling: up to 25 pounds, occasionally
• Prolonged periods of sitting or standing:  at the desk
• Repetitive motions: using a keyboard, mouse

SUPERVISORY RESPONSIBILITIES

         None

EEO STATEMENT

In alignment with the values statement above, the San Francisco Symphony is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.