Patron Engagement Coordinator

The Grand Rapids Symphony is seeking an enthusiastic, musically inspired individual to join our GRS team! Reporting to the Director of Ticketing, this role combines volunteer connections, vital support for Front of House (FOH) operations at concerts and events, and behind-the-scenes event support.

This is a part-time, hourly position that requires regular availability during evenings and weekends.

Key Responsibilities

Volunteers

• Recruits new volunteers through attendance at Symphony performances and local career fairs.
• Reviews applications and enter new volunteer information into system.
• Onboards and trains new volunteers; acts as first point of contact for volunteer questions.
• Works with other departments to organize volunteer positions for performances, events, and education activities.
• Retain volunteers via relationship development, ongoing communication (volunteer newsletters, social media, etc.), coordinating volunteer appreciation activities and events, etc.
• In collaboration with the Manager of Human Resources:
  • Process and monitor background checks
  • Develops any/all policies related to volunteering.
  • Handles and navigates volunteer relation matters.
  • Ensures volunteer files are updated in database; maintains the integrity and confidentiality of all files.

Front of House

• Manage the Front of House spreadsheet and assign and communicate FOH duties to staff members.
• Serve as the main point of contact for GRS to the front of house staff at DeVos Performance Hall, St. Ceclia’s Music Center, among other venues to organize and insure smooth operations for all concerts & events.
• Plan and implement patron engagement activities for concerts and events.
• Welcome and assist patrons, answering questions and ensuring a positive experience.

Patron Services

This position will be cross trained to support and assist our Patron Services department with the following:

• Providing excellent customer service for our Patrons/Guests over the phone and in person.
• Assist with selling tickets and troubleshooting any issues and questions.

Skills & Qualifications

• Previous experience working with customer service and/or volunteers is preferred.
• The ability to represent the organization in a variety of situations and to effectively communicate and work cooperatively and with flexibility with people of various backgrounds, including all levels of Symphony staff, board, donors and volunteers while maintaining tact, diplomacy and confidentiality is essential.
• Resourceful team player with problem solving ability anddemonstrated written and verbal communication skills. Must have a great ability to multi-task, be a creative problem-solver, demonstrate a strong attention to detail and an ability to work through stress filled moments.
• Capacity to work effectively under pressure to support creation of the best product for the organization while meeting established deadlines.
• Cash handling experience, and understanding.
• Ability to work in a fast-paced environment with:
  • Frequent interruptions
  • Moderate noise
  • Adapt to change
  • Quick decision & problem-solving skills
• Eagerness to work within an organizational philosophy that stresses the importance of open communication, teamwork, confidentiality to sensitive matters, and the desire to meet rising expectations.
• Ability to interact constructively with a broad range of constituents: conductors, musicians, staff, vendors, stage crew and others.
• Solution oriented with the ability to elevate co-workers to be more effective.
• Proficiency with Microsoft Office and Adobe products; additional experience with SharePoint, Dropbox, Google Suites, Word Press, and data entry experience preferred.
• Valid driver’s license and reliable transportation required.
• Ability to lift up to 20lbs required.

What We’re Offering

• Hourly Rate: $18-$21/hour, commensurate based on experience.
• Benefits include generous paid time off and holiday schedule, subsidized downtown parking and 401k.
• Variety - every day is different, and creativity is encouraged!  

We are an equal opportunity employer.