Job Title: Patron and Member Services Coordinator
Reports to: Patron and Member Services Manager
Job Type: Full-time (40 hours per week), non-exempt hourly
Schedule: Flexible – must be available to work all Sunset Presents events, holidays and weekends as business needs require.
Salary Range: $21.63 - $26.44/hr. ($45k - $55k/yr)
ORGANIZATION OVERVIEW
Sunset Cultural Center (SCC) is a nonprofit organization founded in 2003 to manage the historic Sunset Center in Carmel-by-the-Sea. What began as a public school in 1926 has been transformed into a state-of-the-art performing arts center. Under the mantle of Sunset Presents, we bring a wide range of world-class performances and live events. We pride ourselves on programming a lineup with diversity, sophistication, and star power. Sunset Center is home to resident companies Carmel Bach Festival, Carmel Music Society, Chamber Music Monterey Bay, and Monterey Symphony. SCC also programs no-cost community outreach programs and administers an acclaimed Arts Education Program.
JOB DESCRIPTION:
The Patron and Member Services Coordinator provides critical operational and administrative support to the Patron and Member Services Manager. This role focuses on membership processing, donor stewardship, event coordination, and box office operations while ensuring excellent customer service for patrons, members, and donors.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Membership and Development Support:
• Respond to member and donor inquiries via phone and email promptly and professionally.
• Process donations, renewals, and membership benefit fulfillment, including preparing acknowledgment letters, newsletters, brochures and welcome kits.
• Assist in the maintenance of comprehensive, confidential, and accurate member and donor records in the CRM (Tessitura), including timely updates following special events.
Event Coordination:
• Assist with the planning, setup, and breakdown of member/donor events, including securing supplies, food preparation, cleaning up post-event, serving alcohol, and other related tasks.
• Support member presale ticketing events, including building and managing ticket lists and ensuring proper VIP seating assignments.
Box Office Operations:
• Conduct accurate ticket sales and donation transactions via phone, mail, and in person, ensuring compliance with organizational policies.
• Support box office operations during daily business hours (Monday – Friday 12pm – 4pm), and serve as an additional resource during peak times.
• Take on the role of box office lead during events, assist with overseeing ticketing operations, supporting staff and volunteers, and ensuring an exceptional patron experience.
• Assist in managing ticket inventory, including holds, comps, and donations for programs like Arts Access and volunteer ticket requests.
• Troubleshoot customer service issues and resolve ticketing errors efficiently in alignment with organizational policies and procedures.
• Successfully complete PCI compliance training and other required trainings.
Database and Administrative Support:
• Perform regular database hygiene tasks, including merging duplicate accounts and updating patron information.
• Generate reports and lists from Tessitura to support marketing and development campaigns.
• Assist in building out ticketed events in Tessitura and TNEW, adhering to organizational guidelines.
• Maintain an organized and efficient work environment, including tracking and ordering office supplies, managing inventory, and ensuring all administrative areas are tidy and welcoming for patrons and visitors. Manage the staff room supplies, ensuring all packages are delivered to relevant staff in a timely manner. Receive, open, and sort all incoming mail and deliveries, and manage outgoing mail.
Customer Service:
• Deliver exceptional customer service to patrons, members, donors, campus visitors, and the community, handling escalated concerns with professionalism and care.
• Be knowledgeable about performances, events, the Sunset Center Campus, and Carmel to provide accurate and detailed information to visitors.
• Efficiently and effectively solve patron issues by following established procedures and thinking quickly to deliver excellent customer service.
• Answer phones and direct calls to appropriate staff.
SKILLS AND QUALIFICATIONS:
• Tessitura or other CRM experience desired - we will train the right person
• Strong written and oral communication skills, with an emphasis on excellent customer service
• Comfort interacting with a diverse population of patrons, members and donors
• Must be able to remain calm in stressful situations
• Ability to treat confidential information with appropriate discretion
• Excellent organizational skills and attention to detail
• Ability to handle several tasks and priorities simultaneously and with frequent interruptions
• Proficiency with Microsoft Office suite (Word, Teams, Excel, Outlook)
• Must be comfortable with technology and learning new programs
• Ability to work effectively with minimal supervision
• Must be comfortable collaborating with coworkers
• Past experience with cash handling desired
• Bilingual Spanish speaking is a plus
• Previous experience in ticket sales, fundraising or performing art centers a plus
PHYSICAL DEMANDS:
This position will require regular sitting, standing, listening, talking, reaching, walking, and lifting of supplies (up to 25 lbs.) as needed. SCC is committed to the full inclusion of all qualified individuals. In keeping with our commitment, SCC will take steps to ensure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact Amanda La Roche, Director of HR & Finance at HR @ sunsetcenter.org.
WORK ENVIRONMENT: Sunset Cultural Center staff operate in a theater and attached box office, and administrative offices. The work environments for this position may change based on the needs of the business. Regular expectations for evening and weekend hours are required. This is an in-person position.
BENEFITS: Sunset Cultural Center is pleased to provide the following benefits to our regular part- time employees:
• Forty (40) hours of paid sick leave per fiscal year
• Eleven (11) paid administrative holidays per year
• Two (2) tickets to Sunset Presents shows (subject to availability)
For regular employees who are full-time (30 hours per week or more), we are pleased to offer the above benefits, plus:
• Three (3) weeks of paid vacation leave (accrued)
• An additional seven (7) days of paid sick leave per fiscal year
• 100% Employee health, dental, vision and life insurance, paid for by Sunset Cultural Center
TO APPLY: If interested in the position, please email your resume and brief cover letter to Rya Iverson, Patron and Member Services Manager, at bravo @sunsetcenter.org. Please include in the subject line of your email the following: "Patron and Member Services Coordinator– Your Name." All submissions following these instructions will receive a response. Please, no phone calls or drop-ins.
Thank you for your interest!
Sunset Cultural Center is proud to be an equal opportunity employer dedicated to building a culturally diverse, equitable, inclusive, accessible, and antiracist environment. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, age, pregnancy, genetic information, marital status, disability, veteran status, sexual orientation, gender identity or any other classification protected by law. We encourage applicants of all backgrounds to apply. We will consider employment for qualified applicants with arrest and conviction records.
