Full-Time Box Office Manager

TheatreWorks

Full-Time Box Office Manager

Summary

The Box Office Manager is responsible for responding to patron issues and providing the highest level of customer service. They will provide the box office staff with informational and technical support as well as leading and supporting them in problem solving with patron issues and ticketing needs. The Box Office Manager manages all shifts and internal box office personnel in agreement with TheatreWorks policies and procedures, and must present solid leadership skills. The Box Office Manager will be responsible for hiring and training all new box office employees, and is responsible for ensuring concierge-level service with regard to VIP patrons. This position sets the tone for patron services and is the chief brand ambassador for TheatreWorks.

Qualifications

This position requires at least two (2) years ticketing management experience, performing arts box office experience preferred. Must possess a singular commitment to customer service excellence, with the ability to maintain a positive attitude and exceptional level of professionalism at all times. Must be a well-organized, thoughtful leader with the ability to motivate and coach staff. Previous experience working with ticketing databases is required, Tessitura knowledge is a plus. Candidates must have ability to work successfully in a busy, fast-paced work environment, and the ability to delegate appropriate work so that the box office operates as smoothly as possible. Excellent written, oral and interpersonal communication skills are essential. Must be willing to work evening and weekend shifts.

Responsibilities will Include:

·  Managing daily Box Office duties.

·  Overseeing all Ticket Service throughout TheatreWorks.

·  Maintaining front end management of our ticketing database (Tessitura.)

·  Working/managing will call shifts at the Lucie Stern Theatre.

·  Hiring/training new Box Office employees.

·  Box Office financial tracking and reporting.

·  Contributing to marketing discussions/meetings.

Duties

·  Oversee all seasonal Box Office operations, including the subscription renewal campaign - processing, seating, printing, and packaging of subscription tickets.

·  Work in conjunction with the Systems Analyst on maintenance of all ticketing/data systems.

·  Manage the retrieval, distribution and processing of all website and box office email orders and ensure that they are filed accordingly on a daily basis.

·  Assist (as needed) in the reporting of subscription, group and single ticket campaigns/sales to appropriate marketing staff.

·  Manage ticket inventory and ensure that the ticketing database is operating in accordance with production needs.

·  Reorder ticket stock as needed, and monitor stock of envelopes and other supplies employed by the Box Office.

·  Interview, hire, and train new box office representatives. This entails filtering through resumes, following human resources policies for bringing on new staff (i.e.: submitting correct paper work, asking of proper legal questions of prospective new hires, and communicating with upper management about final hiring decisions).

·  Act as primary point of contact for all customer service related issues and serve as primary contact for all related issues at/with the Mountain View Center for the Performing Arts.

·  Draft monthly Box Office calendars which ensure that all shifts are covered while accommodating scheduling requests whenever possible.

·  Process payroll for Box Office staff on a weekly basis.

·  Facilitate all continued and advanced training of Box Office staff.

·  Report to Marketing Director all ticketing-related issues and ensure staff is correctly documenting such issues as they occur.

·  Retain knowledge of all promotions and special events occurring at TheatreWorks, especially those involving subscriptions and single ticket patrons and take responsibility for ensuring that the staff is correctly informed and performing those transactions properly.

·  Set up and break down mobile box office at the Lucie Stern Theatre, including show-specific schedules, price sheets and signage.

·  Supervise/work evening and weekend Will Call and House Manager shifts at the Lucie Stern facility, and Patron Services shifts at the Mountain View Center for the Performing Arts.

·  Oversee and process all payments submitted in the form of cash or checks.

·  Process renewal and subscription tickets and file accordingly on a daily basis.

·  Serve as Box Office Customer Sales agent as required, especially during peak periods of the day.

·  Assist Ticket Services Representatives in all customer service related issues; filtering patron issues and escalating as necessary.

·  Develop relationships with Board members, high-level donors, and other VIP patrons to facilitate personalized concierge-level service.

·  Focus on developing and constantly improving the Box Office’s policies and procedures, so that Box Office will run efficiently and effectively. This involves reviewing all current procedures and policies and implementing action plans to improve them.

·  Proactively contribute to Marketing discussions - make recommendations to Marketing Director when changes are warranted.

·  Other duties as assigned by the Director of Marketing.

TheatreWorks is an equal opportunity employer. Competitive compensation offered. Position available until filled.

To Apply:

Email cover letter and resume to Syche Phillips, Acting Marketing Director, at .