Patron Services Represntative
Top Benefits
About the role
E mployment Opportunity - Job Posting for the Patron Services Department
Patron Services Representative (Patron Services Department)
For over a century, the Toronto Symphony Orchestra (TSO)
has played a fundamental role in shaping and celebrating Canadian culture. The TSO’s commitment to musical excellence and ability to spark connection remain as strong as ever. With a storied history of acclaimed concerts and recordings, Canadian and international tours, and impactful community partnerships, we are dedicated to engaging and enriching local and national communities through vibrant musical experiences.
Music Director Gustavo Gimeno brings an expansive artistic vision, intellectual curiosity, and sense of adventure to programming the 93-musician Orchestra that serves Toronto—one of the world’s most diverse cities. The TSO performs over 100 concerts annually, offering a variety of programming from the classical to music composed in our time.
As a group of artists, teachers, and advocates who share the belief that music has the power to heal, inspire, and connect people from all walks of life, we engage audiences young and old through an array of community-access, health-and-wellness, and education initiatives including the TSO-affiliated Toronto Symphony Youth Orchestra—a tuition-free training program dedicated to cultivating the next generation of Canadian artists.
Join us for a concert at Roy Thomson Hall , or experience the TSO in your neighbourhood . Visit TSO.CA or newsroom.tso.ca .
Reports To
: Assistant Manager of Patron Services
Status
: Permanent Full-time
, Start Date August 18, 2025
Salary
: $45,618
Position Summary:
The Patron Services Representative is responsible for providing exemplary customer service, including supporting patrons with general inquiries, handling single ticket, group ticket, and subscription transactions, intaking donations, and assisting patrons with promotions, ticket exchanges, and more, all with a focus on fostering patron loyalty and retention.
Major Duties and Responsibilities:
- Facilitates patron transactions, including processing single tickets, subscriptions, group sale orders, and fulfillment of subscriber and donor benefits.
- Thrives in a fast-paced, high-volume environment, efficiently managing a large number of calls, emails, and live chats while balancing additional tasks such as processing ticket packages, handling online exchanges, and monitoring general inquiries.
- Remains current and knowledgeable about TSO and TSYO performances, donor programs and events, TSOUNDCHECK discount ticket program, subscription packages and offerings, and single ticket and group sales policies and practices, promoting each where appropriate.
- Responds promptly and professionally to all inquiries by phone, live chat, email, and in-person.
- Remains current with legislative training as it pertains to customer service (i.e., AODA, Bill 168, Bill 132).
- Provides outbound courtesy calling to patrons regarding concert changes, subscription renewals, subscriber perks, and donor programs.
- Assists with other duties/projects as required.
Additional Scope of Responsibility:
- Fields inquires and feedback from patrons, finding solutions to challenges that may arise, and ensures that patrons’ voices are heard, continually improving the TSO patron experience.
- Responds to a high volume of calls, emails, and live chats, while managing additional department duties, including packaging tickets, processing online exchanges, and more.
- Ability to remain calm while de-escalating distressed customers, handling challenging situations, and resolving disputes with professionalism.
- Works collaboratively with other PS team members and colleagues in other departments to resolve patron inquiries and concerns.
- Troubleshoots ticketing system challenges, such as password resets and updates.
- Works to resolve customer service challenges by concisely clarifying the patron’s concern, determining the root cause, selecting and explaining the best solution, expediting the correction or adjustment, and following up to ensure resolution.
- Assists the management team with coaching and training of new team members.
Experience & Qualifications:
- Minimum of 2 years of experience in a customer service setting.
- Experience in effectively managing multiple tasks simultaneously; excellence in organizing and prioritizing.
- Strong written and verbal communication skills; excellent interpersonal skills and ability to interact with all levels of staff, including management, and ability to interact with single-ticket patrons, subscribers, and donors.
- A working knowledge of Google Workplace is an asset
- Experience working with ticketing systems, particularly Tessitura, is a strong advantage.
How to Apply:
Please click on the Apply Button to provide TSO with your cover letter and resumé. TSO will accept candidate submissions until Friday, July 25, 2025 at 5 pm.
HR Screeners via google meets will be scheduled as qualified candidates are selected by the Hiring Panel between Mon. July 21st and Monday, July 28th, 2025.
Round 1 interviews via google meets will be held between Tuesday, July 29th and Thursday, July 31st, 2025.
The Toronto Symphony Orchestra is committed to having a workforce that is reflective of the diversity of the City of Toronto and strongly encourages applications from all qualified individuals, especially those who can provide unique perspectives and contribute to a further diversification of ideas.
The TSO is committed to providing accommodations for people with disabilities. If you require accommodation, the TSO will work with you to meet your needs.
Working Conditions/Physical Demands
:
- Office hours are generally Monday to Friday, from 9 AM to 5 PM. Additional hours are required to work evenings and weekends for Concert duty and for occasional meetings and additional work outside of office hours. Concerts occur primarily at Roy Thomson Hall and George Weston Recital Hall.
- During peak times of the season, on average, each member of the Patron Services Team works 3-4 concert duty shifts per month and is expected to attend 3-6 annual meetings that take place outside of office hours.
- Ability to thrive in a fast-paced team environment with a high call volume, and respond calmly to challenging situations.
- Available to both work in-office and in a secure remote location (i.e. Work-From-Home set up)
- Some light lifting is required to move ticket inventory and supplies
- Sitting at desk for approximately 7 hours per day in front of large computer monitors
- Ability to work in a room without windows or natural light
- Ability to work in a high call volume setting where noise may be constant
About Toronto Symphony Orchestra
One of Canada's most respected arts organizations, the Toronto Symphony Orchestra (TSO) plays a vital role in the city's dynamic cultural life. Committed to serving local and national communities through vibrant performances and expansive educational activities, the TSO offers a wide range of programming that resonates with people of all ages and backgrounds.
The TSO continues its long-established history of connecting younger generations with orchestral music. Two core programs include School Concerts, performed for over 40,000 students annually, and the Toronto Symphony Youth Orchestra (TSYO), which, in a tuition-free model, offers high-level orchestral training for talented young musicians aged 22 and under. Additionally, the TSO supports the development of next-generation artists through its annual open call for Canadian orchestral scores, and its essential Resident Conductor and Affiliate Composer.
Sir Andrew Davis serves as Interim Artistic Director, prior to the arrival of the TSO's new Music Director Gustavo Gimeno in 2020/21. Sir Andrew Davis is well known to Toronto audiences, having a 44-year relationship with the TSO.
The TSO was founded in 1922 by a group of Toronto musicians and gave its first performance at the historic Massey Hall. Since 1982, Toronto's iconic Roy Thomson Hall has been the TSO's home, drawing patrons from around the world. Soon to celebrate its centenary, the Toronto Symphony Orchestra's name remains synonymous with musical versatility and growth, and artistic distinction.
Patron Services Represntative
Top Benefits
About the role
E mployment Opportunity - Job Posting for the Patron Services Department
Patron Services Representative (Patron Services Department)
For over a century, the Toronto Symphony Orchestra (TSO)
has played a fundamental role in shaping and celebrating Canadian culture. The TSO’s commitment to musical excellence and ability to spark connection remain as strong as ever. With a storied history of acclaimed concerts and recordings, Canadian and international tours, and impactful community partnerships, we are dedicated to engaging and enriching local and national communities through vibrant musical experiences.
Music Director Gustavo Gimeno brings an expansive artistic vision, intellectual curiosity, and sense of adventure to programming the 93-musician Orchestra that serves Toronto—one of the world’s most diverse cities. The TSO performs over 100 concerts annually, offering a variety of programming from the classical to music composed in our time.
As a group of artists, teachers, and advocates who share the belief that music has the power to heal, inspire, and connect people from all walks of life, we engage audiences young and old through an array of community-access, health-and-wellness, and education initiatives including the TSO-affiliated Toronto Symphony Youth Orchestra—a tuition-free training program dedicated to cultivating the next generation of Canadian artists.
Join us for a concert at Roy Thomson Hall , or experience the TSO in your neighbourhood . Visit TSO.CA or newsroom.tso.ca .
Reports To
: Assistant Manager of Patron Services
Status
: Permanent Full-time
, Start Date August 18, 2025
Salary
: $45,618
Position Summary:
The Patron Services Representative is responsible for providing exemplary customer service, including supporting patrons with general inquiries, handling single ticket, group ticket, and subscription transactions, intaking donations, and assisting patrons with promotions, ticket exchanges, and more, all with a focus on fostering patron loyalty and retention.
Major Duties and Responsibilities:
- Facilitates patron transactions, including processing single tickets, subscriptions, group sale orders, and fulfillment of subscriber and donor benefits.
- Thrives in a fast-paced, high-volume environment, efficiently managing a large number of calls, emails, and live chats while balancing additional tasks such as processing ticket packages, handling online exchanges, and monitoring general inquiries.
- Remains current and knowledgeable about TSO and TSYO performances, donor programs and events, TSOUNDCHECK discount ticket program, subscription packages and offerings, and single ticket and group sales policies and practices, promoting each where appropriate.
- Responds promptly and professionally to all inquiries by phone, live chat, email, and in-person.
- Remains current with legislative training as it pertains to customer service (i.e., AODA, Bill 168, Bill 132).
- Provides outbound courtesy calling to patrons regarding concert changes, subscription renewals, subscriber perks, and donor programs.
- Assists with other duties/projects as required.
Additional Scope of Responsibility:
- Fields inquires and feedback from patrons, finding solutions to challenges that may arise, and ensures that patrons’ voices are heard, continually improving the TSO patron experience.
- Responds to a high volume of calls, emails, and live chats, while managing additional department duties, including packaging tickets, processing online exchanges, and more.
- Ability to remain calm while de-escalating distressed customers, handling challenging situations, and resolving disputes with professionalism.
- Works collaboratively with other PS team members and colleagues in other departments to resolve patron inquiries and concerns.
- Troubleshoots ticketing system challenges, such as password resets and updates.
- Works to resolve customer service challenges by concisely clarifying the patron’s concern, determining the root cause, selecting and explaining the best solution, expediting the correction or adjustment, and following up to ensure resolution.
- Assists the management team with coaching and training of new team members.
Experience & Qualifications:
- Minimum of 2 years of experience in a customer service setting.
- Experience in effectively managing multiple tasks simultaneously; excellence in organizing and prioritizing.
- Strong written and verbal communication skills; excellent interpersonal skills and ability to interact with all levels of staff, including management, and ability to interact with single-ticket patrons, subscribers, and donors.
- A working knowledge of Google Workplace is an asset
- Experience working with ticketing systems, particularly Tessitura, is a strong advantage.
How to Apply:
Please click on the Apply Button to provide TSO with your cover letter and resumé. TSO will accept candidate submissions until Friday, July 25, 2025 at 5 pm.
HR Screeners via google meets will be scheduled as qualified candidates are selected by the Hiring Panel between Mon. July 21st and Monday, July 28th, 2025.
Round 1 interviews via google meets will be held between Tuesday, July 29th and Thursday, July 31st, 2025.
The Toronto Symphony Orchestra is committed to having a workforce that is reflective of the diversity of the City of Toronto and strongly encourages applications from all qualified individuals, especially those who can provide unique perspectives and contribute to a further diversification of ideas.
The TSO is committed to providing accommodations for people with disabilities. If you require accommodation, the TSO will work with you to meet your needs.
Working Conditions/Physical Demands
:
- Office hours are generally Monday to Friday, from 9 AM to 5 PM. Additional hours are required to work evenings and weekends for Concert duty and for occasional meetings and additional work outside of office hours. Concerts occur primarily at Roy Thomson Hall and George Weston Recital Hall.
- During peak times of the season, on average, each member of the Patron Services Team works 3-4 concert duty shifts per month and is expected to attend 3-6 annual meetings that take place outside of office hours.
- Ability to thrive in a fast-paced team environment with a high call volume, and respond calmly to challenging situations.
- Available to both work in-office and in a secure remote location (i.e. Work-From-Home set up)
- Some light lifting is required to move ticket inventory and supplies
- Sitting at desk for approximately 7 hours per day in front of large computer monitors
- Ability to work in a room without windows or natural light
- Ability to work in a high call volume setting where noise may be constant
About Toronto Symphony Orchestra
One of Canada's most respected arts organizations, the Toronto Symphony Orchestra (TSO) plays a vital role in the city's dynamic cultural life. Committed to serving local and national communities through vibrant performances and expansive educational activities, the TSO offers a wide range of programming that resonates with people of all ages and backgrounds.
The TSO continues its long-established history of connecting younger generations with orchestral music. Two core programs include School Concerts, performed for over 40,000 students annually, and the Toronto Symphony Youth Orchestra (TSYO), which, in a tuition-free model, offers high-level orchestral training for talented young musicians aged 22 and under. Additionally, the TSO supports the development of next-generation artists through its annual open call for Canadian orchestral scores, and its essential Resident Conductor and Affiliate Composer.
Sir Andrew Davis serves as Interim Artistic Director, prior to the arrival of the TSO's new Music Director Gustavo Gimeno in 2020/21. Sir Andrew Davis is well known to Toronto audiences, having a 44-year relationship with the TSO.
The TSO was founded in 1922 by a group of Toronto musicians and gave its first performance at the historic Massey Hall. Since 1982, Toronto's iconic Roy Thomson Hall has been the TSO's home, drawing patrons from around the world. Soon to celebrate its centenary, the Toronto Symphony Orchestra's name remains synonymous with musical versatility and growth, and artistic distinction.