Job Details

• Manage the Member Services phone line and email inbox with same-day replies and auto-replies when away. 
• Handle $3,500+ level donor (Ted Shawn Circle and above (TSC+)) requests and VIPs for tickets, and dining reservations in the Jacob’s Pillow Café, and coordinate tours as needed. 
• Deliver tickets to VIPs and Ted Shawn Circle Members on campus when applicable. 
• Manage holds for Ted Shawn Circle Members with support from the Philanthropy team and in close collaboration with the Box office team.
• Play a key role in staffing the Member Table before performances to steward current Members and encourage new memberships. 
• Communicate regularly with Philanthropy and Box Office about requests, issues, and other items as appropriate concerning high-level donors, in conjunction with the Ticketing Operations Coordinator.
• Run weekly WITH (who’s in the house) lists from Tessitura to help leadership and the Philanthropy team stay aware of patrons attending performances and with reservations in the Café.
• Drive Member acquisition and upgrades in presale over the phone. During the season, encourage patrons to join as members, and consider membership upgrades or renewals as appropriate.
• Assist with Philanthropy events and the Gala, as needed and assigned. 
• Convey information knowledgeably about each of the companies performing during the Festival and make informed recommendations when asked. 
• Understand the “Shine only” versus “Rain or Shine” ticket policies for outdoor performances and be prepared to answer TSC+ member questions related to weather interruptions to normal day-to-day operations.
• Attend weekly Philanthropy department meetings. 
• Meet with the Box Office Manager, Ticketing Operations Coordinator or a relevant colleague in the Box Office to discuss and review ticketing holds and needs on a regular basis (minimum weekly).

• Experience in customer service, preferably in a fast-paced environment.
• Familiarity with ticketing or reservation software systems (experience with Tessitura is a strong advantage).
• Proficiency in basic computer applications (Docs, Sheets, Drive) and email platforms.
• Demonstrated organizational skills with keen attention to detail, particularly in managing schedules, reservations, and patron records.

• Experience in performing arts, box office, or related customer service settings, with a working knowledge of dance or live performance operations.
• Experience in managing a moderate to high volume of phone calls with professionalism and strong communication skills
• Background in facilitating or supporting events, such as galas, conferences, or donor receptions.
• Experience working in a fast-paced environment.
• Experience working independently as well as with a team in a busy environment.
• Highly detail-oriented and organized in the facilitation of audience flow. 
• Demonstrated ability to handle high-pressure customer service situations. 
• Experience with Tessitura ticketing software is a plus. 
• Successful completion of a Background Screening. 

• Hours may often include working up until or beyond the start of evening performances.
• The office setting includes sitting, standing, walking, and bending with frequent interruptions.
• The person in this position will move through and between multiple locations throughout the entire campus.
• There will be a need for travel off-site to work and participate in philanthropy special events with some evening hours expected.
• Working regularly in wooded areas and uneven terrain with exposure to native wildlife, including, but not limited to, rodents, ticks, and mosquitos.
• Working regularly outdoors in all weather conditions, including inclement weather.