JOB TITLE:                  Coordinator, Ticketing Concierge and Consumer Insights

DEPARTMENT:         Administration

REPORTS TO:            Manager, Group Sales and Ticketing

LOCATION:                This is an onsite job placement at Harriett’s Orlando Ballet Centre,

600 N. Lake Formosa Drive, Orlando, FL 32803

POSITION STATUS:    Salaried, Exempt from Overtime

SCHEDULE:                 Monday – Friday 9am – 5pm with occasional evenings and weekends

COMPENSATION:        $40,000-$42,000

BENEFITS:                  All standard in coordination with employee handbook policies

Basic Purpose and Objective of the Role:

The Ticketing Concierge and Consumer Insights Coordinator reports to the Manager, Group Sales and Ticketing, and plays a central role in driving Orlando Ballet’s earned revenue through customer-centered ticketing operations and data-driven strategic insights. This position oversees ticketing functions within Tessitura, ensures superior patron experience, and delivers accurate, timely reporting on sales, audience metrics, and consumer behavior. Operating in a fast-paced, performance-driven environment, the coordinator must demonstrate exceptional attention to detail, analytical capability, and a proactive, collaborative approach. Ideal candidates are resourceful, empathetic, and deeply committed to elevating the patron experience while advancing Orlando Ballet’s mission to entertain, educate, and enrich through the highest quality of dance.

Responsibilities include, but are not limited to:

• Lead on-site ticketing operations for HOBC and DPC performances, including select evenings and weekends.
• Serve as back up for job duties for Manager, Group Sales and Ticketing
• Fulfill customer-facing ticketing requests: subscriptions, single tickets, exchanges, and seating accommodations
• Manage box office communications: phone calls, voicemails and inbox
• Provide expert support on ticket packages, discounts, promotions and policies
• Assist with subscription renewal and customer outreach
• Resolve escalated patron issues with Dr. Phillips Center Box Office (e.g., refunds, accessibility, parking)
• Monitor and verify promotional code accuracy
• Design and administer patron satisfaction surveys, cross-collaborating with internal departments
• Track and report KPIs: ticket revenue, attendances, and audience demographics
• Maintain dashboards and ensure data integrity for accurate and timely reporting
• Generate insights from customer feedback and survey data to guide strategic decisions
• Accept and record all incoming contributed revenue into Tessitura, in collaboration with the Individual Giving Manager
• Execute donor giving-level benefit fulfillment, including premium seating and tracking benefits.
• Fulfill internal and external complimentary ticket requests and manage internal complimentary holds
• Process donation ticket requests and fulfillments for third parties
• Other duties as assigned.

Required Qualifications:

• Minimum of 2 years of related work experience in customer service and/or data entry
• Experience working in a robust CRM or ticketing software system
• Proven track record of ability to work independently with great attention to detail and flexibility, in a fast-paced atmosphere under established time constraints
• Excellent organizational, customer service, and communications skills
• Ability to observe strict confidentiality and discretion in all aspects of services provided
• Ability to work outside normal business hours at times to meet the needs of the organization
• Familiarity with Windows and Mac operating systems and proficiency in Microsoft Office Suite, including mastery of Excel

Preferred Qualifications:

• College degree or coursework in business, communications, and/or nonprofit/arts management
• Experience working in Tessitura
• Familiarity with and affinity for the arts, particularly dance

Physical Job Requirements

• This position will require sitting for extended periods, standing and walking, as well as using fine motor skills, such as finger dexterity for typing.
• Occasionally lifting, carrying, moving, pushing, and pulling up to 40 lbs. or more.
• Ability to occasionally reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined spaces.
• Ability tooperate a computer keyboard, mouse, and other office equipment.
• Vision abilities include close vision, distance vision, and the ability to adjust focus to effectively use mobile devices, electronic devices such as tablets, iPads, and computer screens.
• This position could be exposed to loudnoises, and frequent phone conversations, and requires average to above average visual acuity and hearing.
• Most of this job will be spent indoors in a climate-controlled environment.

To apply for this position please send a resume and cover letter to kfabian@orlandoballet.org.

Please note that Orlando Ballet is an equal opportunity employer and a drug-free workplace.

Additionally, as required by Florida law, Orlando Ballet participates in E-Verify and will provide the federal government with Form I-9 information to confirm that individuals who have been offered employment at Orlando Ballet are authorized to work in the U.S.