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 canno 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 trainingmaterials 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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