The Patron Experience Coordinator role is a customer service role primarily responsible for:

Coordinating all aspects of the Festivals patron experience program and by communicating Festival policy and procedures with the goal of creating a positive experience for each patron
Managing and responding to all in/outbound patron communication
Managing Patron Experience staff on site

Organizational Profile
Founded in 1938, Stern Grove Festival is an admission-free summer performing arts festival in San Francisco. Now entering its 88th season, the Festival draws over 100,000 people during its ten-week series of world class performances in the outdoor setting of Sigmund Stern Grove. Past seasons have included performing artists from around the world, including The Flaming Lips, Bob Moses, Chaka Khan, San Francisco Symphony, Kool & the Gang, Los Lobos, Smokey Robinson, Ziggy Marley, Carlos Santana, Allen Stone, and Janelle Monae.

Leadership Standards
The festival seeks to be a world class leadership organization and each staff member is expected to embody, execute, and promote core standards of excellence: Good Character, Skill, Experience, Learning Mindset, and Composure.

 
Reporting Relationships
The Patron Experience Coordinator reports directly to the Ticket Manager and works closely with all Directors and Managers. Staff on the patron Experience Team report to the Patron Experience Coordinator.

Position Description
We are looking for an experienced Coordinator with customer service experience to provide support to our patrons. Ahead of the season and working with the Ticket Manager and Marketing team the Patron Experience Coordinator is responsible for coordinating all inbound email and phone inquiries, assisting patrons with their support questions. Additionally they will help the Ticket Manager recruit and guide a team of 3-4 Patron Experience Staff and volunteers. This role needs to have a commitment to providing all of our patrons with a first-class Festival experience.

General Duties

• Become the Leader of ALL Stern Grove FAQ’s
• Improve overall customer service experience
• Continue to refine procedures, policies and standards related to the way in which patrons experience before, during, and after their time at the Festival
• Assist patrons and various stakeholders with a full array of customer support processes and questions (acquiring tickets, directions, how to prepare, etc.).
• Tracking and reviewing calls, emails and discussions in the Patron Experience log, identifying and reporting on trends and technical issues.
• Escalating operational and staff issues to correct Manager or Director 
• Take ownership of customers issues and follow problems through to resolution
• Assist in recruiting, training and managing patron experience staff during concerts
• Support social media communication
• Other duties as agreed upon

On-Site Responsibilities (Concert Sundays):

• Manage onsite Patron Experience Team 
• Lead Information Booth Operations
• Leader of all Stakeholder FAQ’s
• Weekly Reporting

General Qualifications:

• Commitment to and interest in customer service and festival/event production
•  Past experience working in a fast-paced performing arts or other festival environment preferred
• Proven working experience in Customer Service role
• Ability to self-start and manage multiple tasks simultaneously
• High attention to detail
• Professional presentation and excellent communication skills, both oral and written
• Required computer skills: Google Suite, Docs, Sheets, Calendar, Meet
• Basic understanding of databases and experience preferred, but not required
• Awareness of industry’s latest technology trends and applications
• Advanced troubleshooting and multi-tasking skills

Work Environment / Physical Demands:
The work environment characteristics and physical demands described here are representative of those an employee encounters while successfully performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 40 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate. Occasionally sound levels may exceed 100 db. All efforts will be made to protect employee’s hearing.
The above statements are intended to describe the general nature and level of work performed by the incumbent in this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills.

Locations:

SGFA Office, 2 Marina Blvd., Building C, Suite 370 San Francisco, CA 94123
Sigmund Stern Grove, 19th Avenue and Sloat Boulevard, San Francisco
Work from Home: Video conferences as needed
 
Work Period and Hours:
Must be available every Sunday: May 18, 2025 - August 17, 2024
*except Memorial Day Weekend
Must be available Saturday August 16th
8 hours for the Leadership Symposium
16 hours during the week in April - May
24 - 30 hours per week for admin + onsite venue work from June - August

Compensation:

Starting at $25 and commensurate with experience

How to Apply:
Please fill out the application here with a Resume and Cover Letter.

Email:
If you have any questions, please email jobs@sterngrove.org