Position Summary:
The Patron Services Specialist is a highly visible position that works on the front line at COCA to greet patrons, faculty and visitors. Additionally, this position provides leadership to facilitate a positive and safe experience for all who enter COCA. This position alternates between assigned shifts as the Desk Lead and shifts as the Floor Lead, to support and coordinate on-site and virtual programming logistics and field Registration inquiries.
Essential Functions:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
DESK LEAD DUTIES:
- Enforce institutional policies and procedures to ensure a safe environment/event. Recommend additional ways to create a secure environment.
- Greet and engage students, parents, faculty, patrons and building visitors in a friendly proactive manner. Encourage feedback about their experience at COCA and promote other opportunities to participate.
- Be knowledgeable about the range of programs, productions, and events happening at COCA.
- Answer phones and direct in-person, phone calls, and email inquiries.
- Provide administrative support to all COCA departments.
- Create and maintain daily schedule reports and public schedule displays.
- Provide support in locating last minute substitute faculty: contacting faculty, combining/cancelling class, and contacting students, faculty, accompanists, as needed.
- Send and receive packages and other items via UPS, FedEx, USPS, or courier.
- Maintain professional appearance of the reception area by keeping area organized and stocked.
- Promote and sell COCA merchandise.
- Daily housekeeping duties.
- Support daily building operations and schedule.
- Communicate facility and operational issues to the Operations Support & Patron Services Manager to maintain a safe and clean environment.
FLOOR LEAD DUTIES:
- Open and/or close the building according to procedure.
- Routinely walk the COCA facility to ensure a clean and safe environment for visitors and students.
- Setup/teardown/move equipment, as needed.
- Use electrostatic disinfectant sprayers to sanitize studios and high-touch surfaces, following COCA’s programming/cleaning schedule.
- Routinely stock and organize hospitality stations throughout the building.
- Organize, prep, and stock studios prior to the start of each semester and maintain an organized and safe environment at all times.
- Facilitate emergency procedures, as needed (weather emergencies, medical emergencies, etc.).
OTHER DUTIES:
- Ensure on-site and virtual programming begins/ends on time.
- Send virtual links to Faculty and registered students, as requested.
- Troubleshoot virtual programming problems and equipment, both over the phone and in person.
- Serve as the first line of defense for on-site and virtual issues during peak programming hours (evenings and weekends).
- Provide customer service/support regarding classes/camps/performances.
- Communicate schedule/room/and operations related information to faculty.
- Provide registration support, by offering guidance to families and students interested in COCA’s programming, and answering questions about COCA’s classes, camps, workshops, pricing, financial assistance, and the registration process.
- Work cross-departmentally to support on-site activity.
- Assist in calling students should a class need to be cancelled.
- Assist Faculty Manager with finding substitute instructors.
- Other duties as assigned.
Education and/ or Qualifications:
- Bachelor’s degree preferred.
- Proficient in Microsoft Office – Outlook, Word, Excel, required.
- Minimum 1 year of Customer Service experience required.
- Understanding of and/or passion for the arts, arts administration and/or non-profit work preferred
Competencies:
- Ability to communicate effectively both verbally and in writing.
- Must have organizational skills, able to multi-task, be self-motivated, and able to work independently to meet deadlines.
- Willingness to take on administrative/operational tasks as needed.
- Adaptable and able to creative problem solve.
- Ability to manage multiple projects at once/multitask.
- Ability to work on a team.
- Basic technology troubleshooting skills
- Great people skills, initiative and enthusiasm
- A commitment to Diversity, Equity, and Inclusion.
Physical Demands & Work Environment:
- Ability to lift, carry and move at least 40lbs.
- Ability to walk, stand and sit for periods of time.
- Ability to navigate stairs.
- Ability to work daytime, evening and weekend hours required.