Patron Services Specialist - Coppell Arts Center

Basic Function

Under the general direction of the City of Coppell’s leadership and the Patron Services Supervisor at the Coppell Arts Center, the Patron Services Specialist is responsible for facilitating an incredible patron experience, serving as a front-line staff member during events to help greet guests, assist them to their seats, capitalize on opportunities to enhance their performance experience, and resolve customer service issues. In addition to creating a memorable guest experience, the Patron Services Specialist is responsible for maintaining the safety and accessibility standards for all patrons, which includes being properly trained in and enforcing policies regarding ADA public assembly requirements, severe weather safety protocol, active shooter, missing child scenarios and other situational events pertaining to public safety. This position will also assist the Patron Services Supervisor in the training and direction of the volunteer usher program, as well as serving as Manager on Duty (MOD) for public and/or ticketed events. Position must have the ability to work collaboratively with Coppell Arts Center staff, resident company artists, touring production staff, volunteer ushers, and guest artists in a diverse environment. Position will also participate in other duties as assigned by their supervisor.

Essential Job Functions

-Serve as House Manager at events, overseeing volunteer ushers and assisting guests with all questions or concerns

-Assist with the development and maintenance of the Coppell Arts Center Volunteer Usher Program and Venue Emergency Preparedness Plans

-Assist Patron Services Supervisor with overseeing contracted security, custodial, and parking vendor staff day-of events

-Oversee training of supplemental staff and volunteers on event management and procedures

-Work with the Patron Services Supervisor on managing and maintaining the volunteer database and communicating via email and phone with volunteers

-Assist Patron Services Supervisor with maintaining the events calendar for the Arts Center

-Monitor door entrances and exits, keeping unauthorized persons out of restricted areas

-Communicate effectively with in-house staff, touring productions, resident companies, clients, and vendors to facilitate a smooth performance

-Handle all needs for guests with disabilities including ticketing, entrance/exiting, seating, and overall have a knowledge of ADA compliance

-Patrol and maintain Front of House area of the Facility, ensuring that all Front of House areas are clean, safe, and secure

-Report or log all incidents and related activities

-Identify opportunities to enhance a guests experience and to make it unforgettable

-Performs other related duties as requested, required or assigned

Minimum Requirements

Experience

Patron Services Specialist must possess a Bachelor’s Degree from an accredited college or university with a minimum of two (2) years’ experience in relevant guest services experience in a live entertainment venue preferred. The Patron Services Specialist must have a valid Texas Driver’s license because essential job functions may require travel to various sites within and outside the City.

Skills/Abilities

The Patron Services Specialist must possess demonstrated superior customer service skills and patron conflict resolutions skills. This position must demonstrate excellent verbal and good written communication skills as well as a basic understanding of public safety and accessibility requirements for a public assembly venue. Position must be willing to work nights, weekends, and holidays at irregular hours and long periods of time standing. This employee must possess the ability to effectively plan and prioritize tasks. Essential job functions require the ability to operate a personal computer with a variety of software applications, perform repetitious office tasks on a routine basis, and prepare reports, correspondence and other documentation. The ability to effectively communicate with City officials, employees and members of the general public using the English language verbally and in writing is essential.

Knowledge

Knowledge of guest services and customer service techniques in a live entertainment setting. Knowledge of conflict resolution to achieve guest satisfaction is highly desired. Knowledge of basic life safety practices and procedures in public assembly setting is highly desired. Knowledge of basic ADA regulations and requirements in a public assembly setting is highly desired. Knowledge of ticketing manifests and audience management is also desired.

Working Conditions

The Patron Services Specialist performs approximately 70% of essential job duties in the municipal office environment, with the remaining 30% consisting of evening and weekend shifts during Center events. This role requires occasional travel to various locations within and outside the City.

Leadership Relationship

The Patron Services Specialist reports directly to the Patron Services Supervisor.
Salary: $22.49 Hourly