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About the Role

The Customer Service Representative is a key member of the Ticketing Services team, responsible for delivering professional and timely customer service to patrons. This role involves providing information about performances, resolving patron issues, and processing ticket orders using ticketing software.

Responsibilities

• Deliver accurate, timely, and courteous customer service.
• Respond to all customer-initiated contacts, delivering fast and efficient service with a strong sense of ownership.
• Process ticket orders over the phone and at the counter, including refunds or exchanges upon approval.
• Monitor chat and provide information, ensuring courteous exchange.
• Resolve inquiries at the first point of contact where possible and escalate complex issues.
• Make outgoing patron service calls for postponed or cancelled events and courtesy appreciation calls.
• Identify opportunities to improve patron service levels.
• 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.
• Maintain up-to-date patron accounts and data management.
• Perform Box Office closing duties.
• Perform other duties as required.

Requirements

• Ability to work a flexible schedule, including day, evening, weekend hours, and holidays.
• Completion of high school.
• Dependable with the ability to prioritize daily tasks, multi-task, and shift priorities to 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 service and support.
• Excellent communication and interpersonal skills.
• Strong computer skills (MS Office) and typing skills.
• Laptop and/or home computer and high-speed internet service required for remote working.
• Must be within a three (3) hour commute if required to return to the office.

Skills

• Tessitura Ticketing Software knowledge and proficiency is an asset.
• Previous box office experience is an asset.
• Working knowledge of Tessitura database and/or Ticketmaster would be an asset.
• Communication & Customer Focus
• Adaptability & Stress Management
• Problem Solving & Decision Making
• Creativity & Innovation
• Accountability, Ethics & Integrity
• Results & Quality Orientation
• Regulatory Compliance
• Analytical & Mathematical Reasoning

Location

• Downtown Toronto
• Remote
• On-site at Roy Thomson Hall
• On-site at Allied Music Centre

Work Type

• Part-time
• Remote
• On-site

Education Level

• High school completion

Salary/Compensations

• $19.45 per hour

About the Company

• 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.
• 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.

Equal Opportunity

• 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.