VIP Ticketing Associate

Chicago, IL, United States

REPORTS TO: Senior Director of Audience Services

STATUS: Full-time, Non-exempt

Through artistic excellence coupled with innovative, relevant programming; initiatives to connect with and grow new audiences; engagement with communities to ignite creativity across Chicago; and a modernized Opera House that is the setting for truly great experiences, Lyric is leading the advancement of opera. This collaborative vision will deliver ever more exciting, thought-provoking and inclusive audience and community experiences - while increasing the gravitational pull of our art form, our company, and our city.

Lyric Opera of Chicago's VIP Ticketing Associate will provide stellar ticketing services for major donors, prospects, artists, press, marketing VIPs, and other high-value patrons for all Lyric performances.

DUTIES AND RESPONSIBILITIES:

General VIP Ticketing Answer inbound VIP patron calls and emails promptly.

Sell, exchange, trade, and donate tickets throughout the season.

Fulfill all ticketing orders entered by Development, Rehearsal, Artistic, and other departments.

Process reservations for any season-specific specialty events entered by Development.

Monitor VIP orders for all performances daily.

Resolve ticketing issues before each performance (unseated, unprinted, balance due, ticket locations confirmed and approved with other departments as needed), which may occasionally involve working up to the curtain and/or on weekends.

Update or implement new systems for receiving donor ticket orders from Development Department.

Process VIP dress rehearsal tickets.

Communicate with all VIP donors who contact the VIP Ticketing number with exchanges, sales, trades, subscriptions, payments, and any additional requests.

Process retired chorus/orchestra members' dress rehearsal tickets.

Assist with processing press orders.

Serve as primary liaison between Audience Services and Development, including answering questions and keeping Development staff updated on ticketing procedures and policies.

Attend and report at weekly Development Staff Meetings.

Collaborate with the Manager, VIP Ticketing and Inventory, as needed.

Process all SD&A orders. Work with SD&A staff on offers and packages.

Document and maintain all orders on Airtable.

Create and send SD&A a sold-out spreadsheet weekly to identify any sections that can no longer be sold for each performance and production.

Process Lyric Unlimited (LU) ticketing for children's performances. Frida Kahlo and the Bravest Girl in the World: holds management (of Artistic, OGD, VIP, sponsor, press, and LU holds), ticketing requests, and serve as the on-site Box Office.

Process LU ticketing for non-mainstage events including Google form creation, ticketing requests, and holds management.

Process additional LU Comp ticketing requests as needed.

Process 50% off employee subs during the renewal period.

Assist with proofing of packages, HotTix/Goldstar pricing, and miscellaneous documents/pricing.

Assist with upkeeping of VIP and SD&A Airtable bases & updating them as needed for each season.

Assist with upkeeping the Subscription Entry Exception Report every day and other reports as needed.

Special Events and Opening Nights Provide support for special events, including, but not limited to: opening nights, Opera Ball, recitals, and the chamber opera.

Work as a liaison with internal departments to handle specific ticket distribution and additional inquiries, such as Graham Room reservations, non-performance donor events, and donations.

Assist with the management of contractual ticketing needs of artists and production partners.

Fulfill orders for guests of the General Director and partner organizations.

Fulfill tickets to season-specific special events, such as gala and premium package events that include a performance.

Coordinate the ticketing for VIP events around non-opening performances such as the Civic Engagement Committee, Planned Giving Advisory Council, Consul General, Youth Opera Council, Presentations, and Events.

VIP Subscriptions Process donor subscriptions.

Troubleshoot and carefully monitor non-renewed major donor subscriptions to ensure maximum sales and donor satisfaction.

Update or implement new systems for receiving donor subscription orders from Development Department.

Compile donor and VIP subscription seating assignments for Development review and approval.

Organize and adjust donor and VIP seating, as needed and requested by Development.

Miscellaneous Provide administrative support to the Audience Services Department.

Listen to part-time calls (silent monitor) to report any feedback to the Call Center Manager.

Answer part-time staff questions on Slack.

In addition, provide backup Call Center assistance as needed (general customer service calls, data entry, subscription renewals, etc.).

Liaise with the Facilities and Props Department on behalf of patrons who need special seating considerations, such as removable armrests or armless chairs in the Mezzanine Boxes.

Collaborate with the Manager, VIP Ticketing and Inventory to monitor and adjust holds before all Lyric performances.

Move patrons' seats when Balconies are closed off for any performances.

Work with the Manager, VIP Ticketing and Inventory to implement new and more efficient methods processing VIP requests for ticket orders and subscriptions.

Assist with all Opening Night seating by performance.

Coordinate with the Manager, VIP Ticketing and Inventory to provide a basic Tessitura ticketing overview and ticketing policy procedures to Development Department staff.

Assist the Manager, VIP Ticketing and Inventory in updating and revising subscription renewal training materials for Audience Services.

Assist the Manager, VIP Ticketing and Inventory with account maintenance requests.

As the business evolves, so may this role. These duties may change as Lyric's leadership identifies the need at any time.

KNOWLEDGE AND SKILLS: Bachelor's Degree from an accredited college or university in Business, Marketing, Sales, or equivalent experience.

2-3 years customer service experience with demonstrated skills in problem resolution and excellent communication/customer support within a high-volume telephone sales or order processing environment.

CRM expertise (Tessitura a strong plus).

Mastery of Microsoft Office Suite of products.

Must have basic knowledge of opera and/or performing arts.

Previous experience working with VIPs and/or fundraising professionals is a plus.

Demonstrated ability to maximize VIP satisfaction and engagement.

Personal charisma and the capacity to positively represent Lyric Opera to VIP donors.

Handle personal information with extreme confidentiality.

Excellent phone sales skills coupled with strong organizational capabilities, telephone etiquette skills, and good mathematical aptitude.

Superior ability to manage details.

Outstanding communication skills with the ability to efficiently multitask daily while successfully communicating with many challenging customers and/or coworkers without conflict.

Strong interpersonal skills.

Ability to work and think independently, a motivated self-starter who also works well in a large team.

WORK CONDITIONS: Sitting for extended periods.

Ability to operate a computer keyboard, mouse and to handle other office equipment. Ability to occasionally oversee evening or weekend functions, deployments, or performances.

Fast-paced and demanding environment.

Ability to lift 30 pounds.

COMPENSATION:

Job Classification: Full-time, Non-exempt

Salary Range is $45,000-$50,000

Lyric Opera offers benefits including health, dental, vision, 403B (no company match), 401(k) with company match, PTO (including sick, vacation, and personal days, and holidays), life/AD&D coverage, opportunities for professional development, and complimentary tickets.

Lyric Opera of Chicago is committed to enhancing our diverse work environment and is proud to be an equal opportunity employer. Lyric prohibits discrimination and harassment of any kind on the basis of race, color, national origin, sex, gender identity, religion, sexual orientation, age, disability, genetic information, pregnancy, parental status, socio-economic status, veteran status, or any other protected status under applicable federal, state or local laws. We encourage individuals of all backgrounds to apply.

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