Posted by Canadian Opera Company
The Canadian Opera Company is now accepting applications for the position of Customer Care Specialist.
PURPOSE OF ROLE
The Customer Care Specialist will support a ticketing operation that emphasizes customer care and relationship-building in meeting the needs of the Canadian Opera Company, its presenters, and patrons. Tickets Services’ hours of operation are predominantly Monday to Friday between 9:30 a.m. to 5 p.m. including evening and weekend hours during certain times of the year.
Evening and weekend shifts are required, and Customer Care Specialists are expected to be available on performance days.
This position will have shifts at both the Joey and Toby Tanenbaum Opera Centre (227 Front St. E.) and the Four Seasons Centre for the Performing Arts (145 Queen St. W.).
Annual salary range for this position is between $40 and$43K plus health and dental benefits.
KEY RESPONSIBILITIES
- Processing ticket and subscription orders by phone, mail, and in-person.
- Making Outbound Customer Care calls to existing COC ticket-buyers and donors, to encourage patrons to purchase subscriptions and join membership programs.
- Assisting with generating ticket batches and coordinating mailings and other special orders.
- Providing support in following up on any pending, unbalanced, or problematic orders to ensure timely resolution.
- Acquiring in-depth knowledge of the shows, ticket packages, and membership levels being offered in order to effectively promote and sell these offerings to patrons.
- Working collaboratively with team members and colleagues in other departments to resolve patron inquiries and concerns.
- Ability to remain calm and composed while de-escalating distressed customers, handling challenging situations, and resolving disputes.
- Contributing to the ongoing maintenance and accuracy of the Tessitura database.
- Assisting in responding to customer service emails and inquiries, ensuring prompt and accurate communication.
- Executing all duties with accuracy.
- Other duties as assigned.
KEY REQUIREMENTS
- Minimum of 1-2 years of experience in a ticketing office or venue box office setting, with direct patron interaction.
- Solid working knowledge of computerized ticketing system, preferably Tessitura, along with excellent computer literacy in Microsoft systems.
- Strong oral and written communication skills, excellent interpersonal skills, and a professional telephone manner.
- Ability to manage multiple medium-scale tasks simultaneously, with strong skills in organization and prioritization.
- Availability to work weekends and evenings at both the Four Seasons Centre for the Performing Arts and the administrative office at 227 Front Street E.
- Assisting with coverage of our in-lobby Subscription and Membership Desks during pre-show.
- Must be able to work in a fast-paced environment and deal with customer service issues calmly and courteously.
- Ability to problem solve with diplomacy, tact, and with a sense of urgency.
- Understanding and familiarity with AODA requirements.
- Appreciation of opera as a cultural art form is an asset.
- Knowledge of or experience with fundraising within a non-profit environment is an asset.
APPLICATIONS
Applications may be submitted to: https://coc.bamboohr.com/careers/30
Only applications received by end of day, January 31, 2025 will be considered.
The Canadian Opera Company thanks all applicants in advance, however, only those considered for an interview will be contacted. No phone calls or agencies please.
ABOUT THE CANADIAN OPERA COMPANY
Based in Toronto, the Canadian Opera Company is the largest producer of opera in Canada and one of the largest in North America. General Director David C. Ferguson joined the company in 2024, forming a leadership team with Music Director Johannes Debus and Deputy General Director Christie Darville. The COC enjoys a loyal audience, including a dedicated base of subscribers, and has an international reputation for artistic excellence and creative innovation. Its diverse repertoire includes new commissions and productions, local and international collaborations with leading opera companies and festivals, and attracts the world’s foremost Canadian and international artists. The COC Academy is an incubator for the future of the art form, nurturing Canada’s new wave of opera creators with customized training and support. The COC performs in its own opera house, the Four Seasons Centre for the Performing Arts, hailed internationally as one of the finest in the world.
As Canada’s largest opera company, the COC deeply values equity and diversity across all levels of the organization and believes in fostering an inclusive, discrimination-free environment that fully supports our team’s personal and collective success. We are committed to building a workforce that reflects our community, our city, and our country and, in turn, the COC welcomes applicants from all backgrounds and abilities who share and embrace these values of anti-racism and inclusion.
The COC is committed to providing accommodations for people with disabilities in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) in all parts of the hiring process. If you require an accommodation, please let us know and we will work with you to meet your needs.
For more information, visit coc.ca