Boston Symphony Orchestra

Human Resources - MCC301 Massachusetts Avenue
Boston, MA 02115

Date Posted:
February 11, 2019

Eastern Massachusetts



Donor Ticketing Associate


The principal role of this position is to sell tickets to all concerts taking place at Symphony Hall and Tanglewood. In addition, this position will support the development office by assisting with the ticketing needs of our $3,000 and above donors. The ideal candidate must be competent in detail management, maintain composure while under pressure, use sound judgment, follow and understand a complex system of ticketing policies, and maintain excellent internal relationships with other BSO departments. The position reports directly to the Director of Ticketing and Customer Experiencewith dotted line to Assistant Manager of Donor Relations and Ticketing.

Donor Ticketing Responsibilities:

? In collaboration with the Assistant Manager of Donor Relations and Ticketing, serve as a liaison between Development and the Box Office to successfully provide personal ticketing service to Society donors through phone, e-mail and written correspondence. Must be responsive and knowledgeable about ticketing issues, advance ticketing opportunities and other pertinent information regarding concert programs and seating options as well as Annual Fund benefits as they relate to ticket assistance.

? In accordance with established procedures, work closely with the Box Office, Donor Relations as well as Individual Giving, Subscription, Symphony Charge teams, to successfully fulfill donor requests.

? Utilizing Tessitura enterprise software, develop a thorough understanding of the Development and Box Office components of that software in order to process tickets, maintain wait lists, and update donor records with pertinent information.

? Through the use of strategic planning and sound judgment, analyze data, reports, and develop tracking methods to ensure that donors requests are handled effectively and efficiently.

? Apprise the Individual Giving team of "donor intelligence" obtained through donor contact. Communicate time sensitive information to staff officers and appropriate development staff.

? Work with the Director of Ticketing and Customer Experienceand Assistant Manager of Donor Relations and Ticketing to prepare reports as needed.

? Act as a liaison between Subscriptions Office and board members/high end donors working to procure their renewals and assign seats based on Subscription renewal request or new subscriptions.

Ticketing Responsibilities:

· Sell tickets (by phone or in person) to all concerts taking place at Symphony Hall and Tanglewood. This includes concerts presented by the Boston Symphony Orchestra and Boston Pops and concerts presented by independent promoters.

· Accurately enter customer address and billing information into the Boston Symphony Orchestra database to ensure that tickets arrive at the correct destination. This

information is also used in future marketing and fundraising efforts

· Process ticket exchanges for patrons who are unable to attend a concert that is part of their subscription series: find replacement tickets for the customer, and ensuring that the patron is aware of all exchange policies and how they may affect the transaction.

· Answer questions regarding performance content and ticket policies. Provide patrons with policy information for Symphony Hall and Tanglewood. Provide customers with policy information regarding outside concerts presented by independent promoters at Symphony Hall.

· Achieve familiarity with all departments at Symphony Hall so that non-ticketing related calls will be directed to the correct individuals.

· Researches and resolves customer complaints.


 Collaborative team player who interacts effectively with colleagues on organizational goals. Knowledge of ticketing systems, preferably Tessitura, a plus. Minimum of 2-3 years box office or 3-5 years related excellent customer services experience in fast-paced, detail-oriented work environment. Demonstrated ability to multi-task under pressure and meet deadlines. Strong administrative and organizational skills and the ability to handle detailed work accurately and independently. Confidence and experience working with high-level decision makers, board members and other volunteers. Excellent phone and written and oral communication skills. Strong computer skills, especially Tessitura, as well as MSWord, Excel, and relational data bases. Interest and/or background in the arts; music preferred. College degree or equivalent. Hours may vary due to concert schedules.

How To Apply:
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Apply by:
March 29, 2019
About this Organization:
The Boston Symphony Orchestra, Inc., was founded in 1881 and is comprised of major sub-organizations including Boston Symphony Orchestra, Tanglewood Music Center, Days in the Arts, Tanglewood Festival Chorus, the Boston Pops, Esplanade Pops, and the Chamber Players.

The Boston Symphony Orchestra performs in historic Symphony Hall from October through May under the direction of Maestro Andris Nelsons. The Boston Pops Orchestra, under conductor Keith Lockhart, performs in Symphony Hall during May and June in addition to, annual series Holiday Pops concerts in December. In July and August the orchestra performs at Tanglewood, its summer home in the magnificent Berkshires of western Massachusetts. The administrative offices of the BSO employ approximately 175 people.