Job Details
Job Location: Becket, MA
Position Type: Seasonal
Salary Range: Undisclosed
Description
TITLE: Member Services Specialist
STATUS: Part-time (Starting March 3, 2025), then Full-Time, Seasonal (Starting May 28, 2025, with a 5-day work week through June 13, with a 6-day work week starting from June 16, with the contract ending August 30)
ARRIVAL ON CAMPUS: May 27, 2025
LOCATION: Remote (March-May 27); Becket, MA (May 28-August 30)
COMPENSATION: Part-time Salary: $18.50 -$20 per hour. Full-time salary of $850-$950 per week, less tax withholdings payable on a biweekly disbursement schedule; three meals per day in the Stone Dining Room during posted hours of operation beginning late spring
through the Festival; complimentary housing, if necessary.
DEPARTMENT: Philanthropy
BENEFITS: Three meals a day, free access to classes, performances, talks, and studio usage.
REPORTS TO: Associate Director of Membership and Individual Support
WORKS WITH: All departments, particularly Philanthropy, Marketing/Patron’s Services, and Box Office
POSITION SUMMARY
As Jacob’s Pillow prepares to celebrate its 93rd season of dance and opens the new Doris Duke Theatre in July, there are exciting plans for a robust and full festival this summer. Jacob's Pillow is now accepting applications for the seasonal role of Member Services Specialist (March-August), a key member of the Jacob's Pillow Philanthropy department reporting directly to the Associate Director of Membership and Individual Support. The Member Services Specialist works with the Philanthropy Staff, Box Office Staff, the Director’s Office, and all members of the Patron Services team. As a key responsibility, this position serves as the front-line staff member for all ticketing and dining reservation-related inquiries of members at the $2,000 level and above. The Member Services Specialist is an integral part of the Pillow's customer service team and is critical to delivering the Pillow’s donor relations aims for its most generous supporters.
RESPONSIBILITIES
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Manage the Member Services phone line and email inbox with same-day replies and auto-replies when away.
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Handle $2,000+ level donor (Ted Shawn Circle and above (TSC+)) requests and VIPs for tickets, and dining reservations in the Jacob’s Pillow Café, and coordinate tours as needed.
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Deliver tickets to VIPs and Ted Shawn Circle Members on campus when applicable.
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Manage holds for Ted Shawn Circle Members with support from the Philanthropy team and in close collaboration with the Box office team.
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Play a key role in staffing the Member Table before performances to steward current Members and encourage new memberships.
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Communicate regularly with Philanthropy and Box Office about requests, issues, and other items as appropriate concerning high-level donors, in conjunction with the Ticketing Operations Coordinator.
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Run weekly WITH (who’s in the house) lists from Tessitura to help leadership and the Philanthropy team stay aware of patrons attending performances and with reservations in the Café.
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Drive Member acquisition and upgrades in presale over the phone. During the season, encourage patrons to join as members, and consider membership upgrades or renewals as appropriate.
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Assist with Philanthropy events and the Gala, as needed and assigned.
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Convey information knowledgeably about each of the companies performing during the Festival and make informed recommendations when asked.
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Understand the “Shine only” versus “Rain or Shine” ticket policies for outdoor performances and be prepared to answer TSC+ member questions related to weather interruptions to normal day-to-day operations.
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Attend weekly Patron Services and Philanthropy department meetings.
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Meet with the Ticketing Operations Coordinator on a regular basis (minimum weekly).
Qualifications
REQUIRED QUALIFICATIONS:
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Experience in customer service, preferably in a fast-paced environment.
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Familiarity with ticketing or reservation software systems (experience with Tessitura is a strong advantage).
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Proficiency in basic computer applications (Docs, Sheets, Drive) and email platforms.
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Demonstrated organizational skills with keen attention to detail, particularly in managing schedules, reservations, and patron records.
PREFERRED QUALIFICATIONS:
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Experience in performing arts, box office, or related customer service settings, with a working knowledge of dance or live performance operations.
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Experience in managing a moderate to high volume of phone calls with professionalism and strong communication skills
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Background in facilitating or supporting events, such as galas, conferences, or donor receptions.
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Experience working in a fast-paced environment.
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Experience working independently as well as with a team in a busy environment.
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Highly detail-oriented and organized in the facilitation of audience flow.
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Demonstrated ability to handle high-pressure customer service situations.
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Experience with Tessitura ticketing software is a plus.
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Successful completion of a Background Screening.
WORKING CONDITIONS/PHYSICAL DEMANDS
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Hours may often include working up until or beyond the start of evening performances.
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The office setting includes sitting, standing, walking, and bending with frequent interruptions.
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The person in this position will move through and between multiple locations throughout the entire campus.
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There will be a need for travel off-site to work and participate in philanthropy special events with some evening hours expected.
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Working regularly in wooded areas and uneven terrain with exposure to native wildlife, including, but not limited to, rodents, ticks, and mosquitos.
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Working regularly outdoors in all weather conditions, including inclement weather.
Not sure you meet 100% of the qualifications? Research shows that men apply for jobs when they fulfill an average of 60% of the criteria, but women tend to apply only if they meet 100% of them. Yet, people who are systematically marginalized tend only to apply if they meet every requirement. We encourage you to apply if you believe you could excel in this role. Please use your cover letter to tell us about what you hope to bring to this role. We are dedicated to considering a broad array of candidates, including those with diverse workplace experiences and backgrounds. So, whether you're returning to work after a gap in employment, simply looking to transition, or taking the next step in your career path, we will be glad to have you on our radar.
APPLICATION PROCESS
Video and/or audio applications are welcome (though not required), in addition to written expressions of interest.
Interview Stages: Candidates can expect to engage in up to three rounds of interviews, all conducted virtually via Zoom.
Additional Documents: We may ask for a writing sample or a sample spreadsheet to better understand your expertise and fit for the role.
Accessibility Accommodations: Should you require any accommodations to facilitate your application, please don’t hesitate to reach out to us at hr@jacobspillow.org. We are committed to providing support throughout the application journey, whether that’s through email, a phone conversation, or a video call.
