Part-Time Patron Services Assistant

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How to Apply

You must apply through the U-M Jobs website (umjobs.org). In order to be considered, your application package must include a resume and cover letter, not to exceed one page, describing how this position fits with and advances your career goals.

Who We Are

Now in its 148th season, UMS continues to showcase traditional performing arts alongside contemporary artists and is admired across the country for its boundary-pushing roster of artists and its curious and supportive audiences.

Housed on the campus of the University of Michigan in Ann Arbor, UMS is one of the oldest performing arts presenters in the country, committed to connecting audiences with performing artists from around the world in uncommon and engaging experiences. With a program steeped in music, dance, and theater, UMS contributes to a vibrant cultural community by presenting approximately 60-75 performances and over 100 free educational activities each season. UMS also commissions new work, sponsors artist residencies, and organizes collaborative projects with local, national, and international partners.

UMS was selected as one of the 2014 recipients of the National Medal of Arts, the nation's highest public artistic honor, awarded annually by the president of the United States at the White House to those who have "demonstrated a lifetime of creative excellence," according to the National Endowment for the Arts, which oversees the selection process. For more information on UMS visit: www.ums.org.

We are committed to the development of staff who thrive and contribute to a positive and inclusive environment.

Responsibilities*

(50%) Patron Services Support

• Provide excellent customer service by phone, email, and in-person
• Accurately process ticket orders by phone and in person, including cash, check, and credit card handling
• Assist in the supervision of student staff. Work with the UMS Patron Services full-time staff to train, coach, and support a productive work environment
• Work with students and full-time staff to troubleshoot and solve complex customer issues
• Assist full-time staff with special projects related to ticket sales preparation, office organization, data management, group sales, and scheduling for UMS, SMTD and A2SF.
• Perform closing duties such as locking offices and venues and reconciling receipts of cash, checks, and credit cards
• Serve as Manager-On-Duty at times when UMS Patron Services' full-time staff are unavailable

(10%) Front of House Support

• Serve as the primary UMS front-of-house representative at designated performances, demonstrating excellent customer service regarding critical issues such as ticketing problems, late seating, crowd control, and general public relations
• When serving as the primary front-of-house representative at UMS performances, supervise the volunteer usher corps on duty as well as head ushers and student staff. The number of direct reports per event can vary from 10 people to over 100 people
• When assigned to a performance, work with Front of House Manager and UMS staff to ensure performance venues are appropriately staffed, relevant Front-of-House policies are enforced, and communication with backstage staff and venue management staff is effective and efficient
• With guidance of Front-of-House Manager, generate event reports for assigned performances and coordinate placement and set-up of signage at UMS events to ensure uniformity and maximum brand exposure, facilitating the creation and/or delivery of such signs as needed
• Serve as a secondary contact for a 200-person volunteer usher corps, assist with orientation sessions and facilitate communication between UMS production staff, venue staff, and ushers

(30%) Ticket Office Support

• Ensure timely set-up and take down of temporary night-of ticket offices at various venues on and off U-M's campus
• Serve as the primary UMS, SMTD or A2SF ticket sales representative at designated performances, demonstrating excellent customer service and successful oversight of student staff, ticket office sales, will call, and ticket lobby traffic flow
• Coordinate with Front of House staff, both UMS and University Productions (UPROD), to ensure accurate recording of performance attendance, resolve seating issues, and achieve the goal of providing the best customer experience possible
• Work with production and marketing staff to ensure accurate distribution of complementary and other tickets provided to artists, sponsors, media partners, staff, or other special performance guests

(10%) Other Job Duties as Assigned

What You'll Do

This position will assist in the coordination of operations for a multi-faceted patron services office. Hands-on position includes selling subscriptions and single tickets for over 150 live events in up to 9 different venues for UMS, the U-M School of Music, Theatre, and Dance (SMTD) and Ann Arbor Summer Festival (A2SF). Manage night of performance front-of-house and ticket office activities required in the production events plus other venue-related activities in various performance venues. Coordinate with the full time Patrons Services staff to ensure oversight and direction of student staff and volunteer ushers. This is a 20-29 hour/week temporary appointment through the standard academic year with the option of renewing through the summer and following season. Week-to-week schedules can be flexible. Evenings and weekends required.

Required Qualifications*

• 1-2 years Customer service, house or event management, ticket office or public relations experience
• Ability to communicate well under pressure
• Strong attention to detail with the ability to be organized
• Ability to maintain a professional work ethic
• Ability to work independently and as part of a team
• Intermediate computer skills and the ability to learn new technology
• Strong writing skills to prepare correspondence, reports, and schedules
• Routinely moves and positions materials weighing up to 50 pounds across campus and for various event needs
• A valid driver's license and the ability to operate University vehicles

Desired Qualifications*

• Experience in the performing arts
• Experience with Tessitura or other ticketing software
• Experience supervising and coaching students

Why Work at Michigan?

We offer a benefits package that includes comprehensive training and career development opportunities, generous retirement savings plans, ample paid time off, and a wealth of family care support: https://careers.umich.edu/benefits/

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Work Locations

This part time position is based in Ann Arbor, MI, on the campus of the University of Michigan. The position requires a minimum of 20 hours per week and the ability to work in the evening and on weekends during performance season.

Additional Information

Modes of Work

This position is presently classified as onsite.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled any time after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.