White Bird is Hiring a Patron Services Associate

POSITION: Patron Services Associate

TERMS: Part-time, Permanent Employee; FLSA Status: Exempt

SALARY RANGE: $30,000-$36,000

REPORTS TO: Deputy Director

SUPERVISES: No supervisory responsibilities

POSITION OVERVIEW

The Patron Services Associate is the first point of contact for many of White Bird’s ticket buyers, boutique customers, and volunteers. The Patron Services Associate provides vital operational support to White Bird’s Patron Services department.

QUALIFICATIONS

Experience with the following is required:

• Time management; an ability to process patron and supervisor requests with varying timeliness in parallel, gauging appropriate amounts of time to dedicate to each task.

• Emotional intelligence; an ability to empathize with patron complaints, and to provide solutions with respect and patience.

• Proficient in Microsoft Office Suite or equivalent software and collaboration tools.

• Experience with CRM software (Patron Manager) along with SalesForce, volunteer coordination software (Volgistics), and Project management software (Asana).

• Working collaboratively within teams of 2-3 people.

• Excellent customer service & communication skills, both written and spoken.

Experience with the following is preferred, though not required (training will be provided):

• The Arts generally, and Dance specifically.

• Anti-Racism and other equity awareness, both in philosophy and in practice.

• Hardware experience troubleshooting the White Bird ticket printer and ticket scanners.

ESSENTIAL FUNCTIONS

Patron Services and Volunteer Management (80% OF POSITION)

• Serve as the first point of contact for, and provide excellent customer service to, all guests, visitors, and patrons in-person, online, and over the phone.

• Initiate and complete performance ticket purchases, exchanges, and refunds, as well as gift certificate transactions and comp assignments.

• Maintain accurate and detailed information within White Bird’s Customer Relationship Management (CRM) platform.

• Articulate to patrons the value of, and differences between, White Bird’s various presentations, including venue information.

• Inform patrons of current/upcoming White Bird promotions and events.

• Sell Boutique merchandise to customers, restock Boutique, and count inventories.

• Initiate and maintain email and phone communications with volunteers.

• Update the volunteer software to ensure volunteer participatory status is correct and maintain the calendar and signups for opportunities.

Administrative Support & Show Logistics (20% OF POSITION)

• Participate in four to five show loads per season, restricted to light lifting only and with a focus on maintaining organization.

• As needed, support special events hosted in the office suite or building.

• Retrieve and distribute all mail and packages.

• As needed, provide administrative support for all White Bird staff.

WORK CONDITIONS

The Patron Services Associate will work in close proximity with White Bird staff, as well as numerous other volunteers, audience members, and theatre staff.  Most work will occur at White Bird’s offices in downtown Portland at 900 SW 5^th Avenue, with some additional work taking place offsite.  Physical requirements include:

• Sitting for extended periods, standing for extended periods, typing, etc.

• Lifting and carrying objects (not to exceed 20 pounds) for short periods, pushing loaded carts on inclines not to exceed 15 degrees.

The safety of its staff, volunteers, and audiences is of the utmost importance to White Bird.  All White Bird staff must be fully vaccinated against COVID-19, and willing to receive all future CDC-recommended vaccines or boosters with urgency, or alternatively present an objection to vaccination for medical or religious reasons.  Staff must be willing to comply with all COVID-19 policies both at the White Bird offices and at performance venues.

PAY AND BENEFITS:

The starting salary for this position is budgeted between $30,000-$36,000, depending on the relevant experience and preferred schedule of the candidate. Benefits include:

• 18 days of paid time off in the first year of employment, plus additional paid time off on holidays, with additional paid time off granted beginning in the second year of employment

• Complimentary tickets to all White Bird performances

• Stipends available for professional development opportunities

WORK LOCATIONS:

Work will primarily take place at White Bird’s offices in downtown Portland. Some work will take place at 3^rd party performance venues: Portland’5 Center for the Arts and PSU’s Lincoln Hall in Portland, and the Patricia Reser Center for the Arts in Beaverton.

SCHEDULE:

The expected time commitment for this position is between 25 and 30 hours per week. The PSA is expected to complete their work during business hours (no earlier than 10am and no later than 6pm), Monday through Friday, though some flexibility to complete work outside of these hours is possible. Some onsite night and weekend work will be required to be present for White Bird events.

APPLICATION PROCESS:

Please email a résumé, cover letter, and the contact information for 2-3 professional references to info@whitebird.org. In the cover letter, please include where you learned about the position.

Applications will be accepted on a rolling basis until the position is filled, and early application is highly recommended.