VIP Ticketing Associate

REPORTS TO: Senior Director of Audience Services

STATUS: Full-time, Non-exempt
Through artistic excellence coupled with innovative, relevant programming; initiatives to connect with and grow new audiences; engagement with communities to ignite creativity across Chicago; and a modernized Opera House that is the setting for truly great experiences, Lyric is leading the advancement of opera. This collaborative vision will deliver ever more exciting, thought-provoking and inclusive audience and community experiences – while increasing the gravitational pull of our art form, our company, and our city.
We are searching for a VIP Ticketing Associate who will be responsible for implementing and executing VIP ticketing. To do this, the associate works closely with Lyric staff members to efficiently manage the ticketing needs for major donors, prospective donors, artists, press, and other patrons for all Lyric performances.

DUTIES AND RESPONSIBILITIES:

VIP Ticketing

• Liaise with internal departments to handle specific ticket allocations and distribution.
• Distribute reports of patron attendance and seat assignments to relevant departments.
• Answer patron calls and emails promptly.
• Sell, exchange, trade, and donate VIP tickets throughout the season.
• Monitor VIP orders for all performances daily to maximize sales.
• Resolve ticketing issues before each performance (unseated, unprinted, balance due, ticket locations confirmed and approved with other departments as needed), which may occasionally involve working up to curtain and/or on weekends.
• Develop and provide staff training on efficient Standard Operating Procedures (SOPs) regarding managing and monitoring priority (VIP) ticket requests, as needed.

Subscription

• Develop and lead staff training on efficient Standard Operating Procedures (SOPs) regarding subscription order entry.
• Create extensive reference materials for subscription training and update them as needed.
• Process donor and patron subscriptions.
• Troubleshoot and carefully monitor non-renewed major donor subscriptions to ensure maximum sales and donor satisfaction.
• Efficiently handle internal subscription updates, single ticket updates, and customer service concerns throughout the season.
• Reconcile the Subscription Entry Exception report and other auditing tools to ensure all staff and the website follow proper order entry.

Account Maintenance and General

• Perform account merges, create household accounts, and dissolve household accounts.
• Monitor patron account data hygiene.
• Provide administrative support to the Audience Services department.
• Provide backup Call Center assistance as needed (general customer service calls, data entry, subscription renewals, etc.).
• Develop and distribute emergency procedures if Tessitura is down on a performance day.
• Update guidelines before the opening night of the season.

Lyric Unlimited

• Work with Lyric Unlimited to process orders for Opera in the Neighborhoods performances and Student Dress Rehearsals.
• Manage ticket requests and holds for Press, OGD, Development, and Artists for Lyric Unlimited ticketed off-site events and coordinate with off-site Box Offices.

Dress Rehearsals

• Work with the Senior Director of Audience Services to prepare seating map and holds for season Dress Rehearsals.
• Prepare and send out Dress Rehearsal invitations to retired Lyric Opera orchestra and chorus members, and coordinate with the Artistic Department to ensure retiree lists are accurate.
• Process Dress Rehearsal tickets for VIPs, retirees, donors, and students.

Special Events

• Provide support for special events, such as opening nights, Galas, recitals, the chamber opera, etc.
• Work as liaison with internal departments to handle specific ticket distribution and additional inquiries.
• Assist with the management of contractual ticketing needs of artists and production partners.
• Fulfill orders for guests of the General Director, partner organizations, and vendors.
• Assist in managing the ticketing needs for Lyric Opera senior staff.
• Fulfill tickets to gala and premium package events that include a performance, such as Opening Night Opera Ball and the Musical Celebration.
• Manage ticketing for off-site events and act as the main point of contact for outside box offices.
• Coordinate the ticketing for VIP events around non-opening performances such as the Civic Engagement Committee, Youth Opera Council, Presentations and Events prospective clients, Planned Giving Advisory Council, and Consul General gathering.
• Follow up on ticketing invoices for special events.
• As the business evolves, so may this role. These duties may change as Lyric’s leadership identifies the need at any time.

KNOWLEDGE AND SKILLS:

• Bachelor’s Degree from an accredited college or university in Business, Marketing, Sales or equivalent experience.
• Two to three years of customer service experience within a high-volume telephone sales or order-processing environment.
• CRM expertise, Tessitura experience is a plus.
• Microsoft Office Suite of products.
• Familiarity with basic knowledge of opera is helpful.
• Previous experience in ticketing, experience managing inventory is a plus.
• Excellent phone sales skills coupled with strong organizational capabilities, telephone etiquette, problem resolution, and good mathematical aptitude.
• Superior ability to manage details.
• Outstanding communication skills with the ability to efficiently multi-task while successfully communicating with a significant number of challenging customers and/or co-workers without conflict.
• Strong interpersonal skills.
• Ability to work and think independently, a motivated self-starter who also works well in a larger team.
• Previous experience working with VIPs and/or fundraising professionals is a plus.
• Demonstrated ability to maximize VIP satisfaction.
• Personal charisma and the capacity to positively represent Lyric Opera to VIP donors.
• Handle confidential information with extreme confidentiality.

WORK CONDITIONS:

• Sitting for extended periods.
• Ability to operate a computer and to handle other office equipment.
• Ability to occasionally oversee evening or weekend functions, deployments, or performances.
• Fast-paced and demanding environment.

COMPENSATION:
Application Deadline: Monday, September 15, 2025 (5:00pm CT)

Job Classification: Full-time, Non-exempt

Salary is $45,000-$50,000

Lyric Opera offers benefits including health, dental, vision 403B (no company match, 401(k) with company match, PTO (including sick, vacation, and personal days, and holidays), life/AD&D coverage, opportunities for professional development, and complimentary tickets.

Lyric Opera of Chicago is committed to fostering a diverse, inclusive, and equitable workplace and is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, national origin, sex, gender identity, gender expression, sexual orientation, religion, age, disability, genetic information, pregnancy, parental status, socio-economic status, veteran status, or any other status protected by applicable federal, state, or local laws. We strongly encourage individuals of all backgrounds to apply.