Vacancy Status:This posting is for a current vacancy on our team
Hourly Wage:$19.45
About Us
The Corporation of Massey Hall and Roy Thomson Hall is a registered charity that operates two of Toronto’s most iconic venues: Roy Thomson Hall and Allied Music Centre—home to legendary Massey Hall, TD Music Hall, Allied Music Centre Theatre, Deane Cameron Recording Studio, and more. Guided by a professional management team and volunteer Board of Governors, the Corporation is dedicated to enriching communities through the cultural, social, and economic power of music. The Corporation is actively engaged in Artist Development and Education & Community Engagement initiatives as an investment in the next generation of artists and audiences.
Position Overview
The Customer Service Representative is a key member of our Ticketing Services team with responsibility to deliver professional and timely customer service to patrons. In addition to providing important information about performances at our venues and providing solutions to any issues raised by our patrons, the Customer Service Representatives will also process ticket orders for single and series events using our ticketing software.
Key Responsibilities
Responsible for delivering accurate, timely, and courteous customer service
Respond to all customer –initiated contacts (internal and external) delivering fast and efficient service while displaying a strong sense of ownership
Process ticket orders over the phone and at the counter at Roy Thomson Hall, and Massey Hall and other venues as required, including refunds or exchanges upon approval
Monitoring chat and providing information always ensuring a courteous exchange
Resolve inquiries at first point of contact where possible and escalate complex issues that require resolution to the Supervisor
Make outgoing patron service calls for postponed or cancelled events as well as courtesy appreciation calls for donations through Advancement
Identify opportunities to improve levels of patron service
Ability to work at other box office locations as required
Create, update, and maintain accurate patron information on the ticketing system
Assist in batching tickets for will call, required by each performance
Maintain up to date patron accounts and data management
Perform Box Office closing duties as required to ensure exemplary patron service is always provided by staff
Other duties as required
Qualifications
Ability to work flexible schedule, including day, evening, weekend hours and holidays
Completion of high school
Must be dependable with the ability to prioritize daily tasks, multi-task, and the ability to shift priorities and deliver results
Superior problem-solving skills to handle a variety of situations
Deliver exceptional customer service that builds trust through responsiveness, accurate and consistent knowledge of our service and support
Excellent communication and interpersonal skills
Strong computer skills (MS Office) and typing skills
Tessitura Ticketing Software knowledge and proficiency is an asset
Laptop and/or home computer and high-speed internet service required for remote working
If necessary, the employee must be within three (3) hours commute to return to the office Previous box office experience and working knowledge of Tessitura database and/or Ticketmaster would be an asset
Core Competencies
Communication & Customer Focus
Adaptability & Stress Management
Problem Solving & Decision Making
Creativity & Innovation
Accountability, Ethics & Integrity
Results & Quality Orientation
Regulatory Compliance
Analytical & Mathematical Reasoning
Work Conditions
Work flexible schedule, including day, evening, weekend hours and holidays, as required
Manual dexterity required to operate computer and peripherals
Interacts with patrons, employees and management
Competing priorities with medium-high control over individual priorities
Moderate-high levels of considerable mental concentration
Sitting, standing, lifting and walking on occasions to both venues
Additional Information (if applicable): This role is based in Toronto with a combination of remote work and on-site presence at Roy Thomson Hall, and Allied Music Centre. Evening and weekend availability will be required depending on event schedules.
The Corporation of Massey Hall and Roy Thomson Hall values diversity and is an equal opportunity employer. Applicants requiring accommodation at any stage of the recruitment process should contact the Human Resources Department. The Corporation is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.