Job Description

Department: Audience Services

Reports To: Volunteer Services Manager

Classification: Nonexempt

Status: Part-time

Wage Range: $17.50/hr - $20.00/hr

Direct Reports: None

Position Summary

Facilitate a positive audience experience and promote the Minnesota Orchestra by upholding the Audience Services Department standards of service: advocacy, efficiency and courtesy; by keeping up to date on Orchestra Hall products, services, policies, and procedures; by assisting the Volunteer Services Manager with both administrative aspects of the Volunteer program, as well as serving at concerts and events; by assisting with the training and mentoring of the volunteers; and by assisting the Audience Services Management Team with department related projects.

Essential Functions

Provide administrative support for the Volunteer Services department

• Assist with Volunteer recruitment, scheduling, trainings, recognition, reporting and special events and tasks associated with these events.
• Utilize Volgistics for tracking volunteer hours and preferences
• Assist with documentation as well as maintenance of departmental policies and procedures.

General supervision of volunteers

• Serve as primary backup support to the Volunteer Services Manager as Volunteer Lead for large events (Symphony Ball, Day of Music, Relaxed Family Concerts, etc.)
• Serve at several concerts monthly, assisting volunteers, tracking attendance, and leading the volunteer huddle.
• Address volunteer policy violations and/or conflicts, taking appropriate, immediate action and directly reporting incident to the Volunteer Services Manager
• Assist with the training and mentoring of Volunteer team
• Welcome volunteers to observe customer interactions
• Demonstrate excellent customer service techniques and precise knowledge of products
• Update and remind volunteer staff of current products and policies
• Patiently and accurately answer questions regarding event/facility information, patron concerns, etc.
• Coach and train volunteers as needed, providing input for evaluations
• Monitor the service and guest transactions of ushers, determining when assistance and/or intervention is necessary to ensure exemplary customer service

Customer Service

• Maintain and utilize complete and current information concerning Orchestra Hall products, services, facilities, policies, and procedures.
• Communicate these items to customers and volunteers accurately and fairly
• Understand event seating plan accurately communicate that information to customers
• Keep appraised of concert information
• Demonstrate the ability to work in all assigned locations and positions/shifts.
• Able to explain emergency procedures upon request, act according to these procedures in the event of an actual emergency.
• Uphold the Audience Services Department standards of service— advocacy, efficiency and courtesy.
• Treat patrons as individuals with warmth and respect, while providing friendly, courteous and responsible service in an efficient manner
• Ensure that both internal and external customers feel that they are the primary purpose of the Association’s business and that the Audience Services Department exists to satisfy customers
• Recognize and acknowledge customer compliments, comments and concerns, collect sufficient information to determine the issue, take appropriate action and communicate to the appropriate person
• Demonstrate enthusiasm about Orchestra Hall products and services and convey this enthusiasm to customers

Assist Audience Services Volunteer Manager with departmental tasks/projects.

Performance Expectations:???

A successful employee will strive for excellence through:

• Demonstrating a commitment to the MN Orchestra Values?
• Demonstrating integrity in actions and words
• Professionalism in interactions?
• Ability to adapt to change?
• Creative and innovative problem-solving?
• Actively seeking answers for concerns and questions?
• Effective communication and customer service skills?
• Developing organizational skills and the ability to prioritize
• Proactive, timely and accurate completion of tasks and responsibilities
• Staying current on programming and organization-related information?

Identifying and improving weaknesses in the department and self-performance?

Education & Experience Required

• High School diploma or GED or equivalent?required
• Strong written and verbal English communication skills
• Previous customer service experience preferred
• Background in music and/or the arts preferred

Technology/Equipment

• Proficiency in typing and computer software/hardware usage?
• Intermediate knowledge of M365 and MS Office suite required
• Prior experience with managing data and reporting preferred

For Remote Capable Work

• At least six months experience as a successful Minnesota Orchestra employee
• Approval by manager team via the Remote Work Suitability Assessment required
• Must pass the remote training proficiency test and meet work-from-home requirements
• Advanced computer proficiency and troubleshooting skills

Work Environment and Physical and Mental Demands

This position requires working onsite at Orchestra Hall in a lobby or other location within the facility, and occasionally in an outdoor environment for outdoor concerts, or other activities.

While performing the duties of this position, incumbents may be required to do all or some of the following, with or without accommodation:

• Sit or stand at a desk, counter, or other work surface
• Stand and walk with limited breaks for event shifts (up to 6 hours).
• Climb stairs, bend, and stoop for portions of shift.
• Talk and/or hear spoken words, music, or other sounds
• Use hands or fingers to handle or touch objects around them
• Review documents, monitors, or displays with potentially small print
• Operate a scanner
• Mentally focus on tasks and apply sound reasoning and judgement
• Work in or attend meetings or other events in any of the Orchestra locations or other sites as necessary
• Lift/move objects (such as files, packages, props, or office equipment) or ensure objects are lifted/moved that may weigh up to 15 lbs.

The Minnesota Orchestra offers remote work options for this position according to their work requirements and individual needs. The employee must demonstrate effective and frequent communication with managers, supervisors and peers; be proactive in seeking out department tasks and projects; and work in a private environment free from distraction and disturbances, to ensure the safety of customer and organization information.

Availability

Workdays and hours for this position will fluctuate based on the schedule of concerts or events and work deliverables.? Schedules will be created in collaboration with the employee approximately 2-4 weeks in advance.? Employees must be available for a minimum of 10 hours per week. Maximum scheduled hours will not exceed 32 hours.? Worked hours will not average more than 30 hours per week over a calendar year.? Overtime is not allowed unless approved in advance for special circumstances. Supervisors who average fewer than 3 shifts per month are subject to review.

Shifts will typically occur within the following times on any day of the week including holidays:

• Daytime: 8:00AM-5:00PM
• Evening: 5:00PM-10:00PM

Required Meeting Attendance – We expect attendance at all scheduled meetings and training sessions, including active participation and following through in utilizing information communicated. (Examples: Audience Services meetings, review meetings, manager one-on-ones, job specific training meetings, etc.)

Equal Employment Opportunity

The Minnesota Orchestral Association is an equal opportunity employer and complies with all applicable discrimination laws. We recruit, hire, train and promote all persons without regard to race, color, sex, religion, national origin, sexual orientation, age, disability, creed, status with regard to public assistance or any other non-job related characteristic.

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