Lead Patron Services Representative

Job Description

Job Description

DEPARTMENT: Marketing and Communications
REPORTS TO: Associate Director of Ticketing Services
LOCATION: La Jolla, CA on the beautiful UC San Diego Campus
STATUS: Full-time, non‑exempt (hourly); full benefits
COMPENSATION: $22.00 per hour
SCHEDULE: 40 hours per week; shifts between 10:00am-8:30pm, Tuesday-Sunday

MATERIALS REQUIRED: Cover letter and resume

ABOUT THE ROLE:

As the Lead Patron Services Representative, you are the welcoming face and voice of La Jolla Playhouse. You ensure patrons have an exceptional experience - whether they’re purchasing tickets, asking questions, or attending performances. In this role, you serve as a knowledgeable resource for the Patron Services team, help train newer staff, and support the organization through accurate, attentive ticketing and customer care. You’ll also develop deeper expertise in Tessitura and gain hands‑on experience supporting the box office’s daily operations.

WHAT YOU’LL DO:

Daily Box Office Operations:

• Open and close the box office; reconcile daily sales and prepare reports.
• Sell and process single tickets, subscriptions, exchanges, reprints, donations, gift certificates, and miscellaneous transactions.
• Provide accurate, friendly information about shows, pricing, seating, promotions, and policies.
• Coordinate will‑call distribution, walk‑up sales, and ticket mailing or pickup.
• Make outbound customer service and renewal calls as part of subscription campaigns.
• Maintain accurate patron and subscriber records and assist with balance collection as needed.
• Process subscription, group, and staff ticket orders.

Team Leadership and Training:

• Model high standards of customer service and box office professionalism.
• Help train Patron Services Representatives in Tessitura and general office procedures.
• Ensure the team stays informed about events, pricing, promotions, and procedures.

Customer Experience and Issue Resolution:

• Resolve routine customer concerns using sound judgment and positive communication.
• Promote a welcoming, solutions‑oriented experience for all patrons.

Tessitura and Administrative Support

• Assist with Tessitura system setup, including seat zoning, holds, price types, promo codes, and reporting.
• Attend Tessitura training sessions as required.
• Maintain office supply inventory and provide general administrative support.
• Assist in the creation and maintenance of Formstacks.
• Oversee the distribution of charity vouchers.

Special Events and Additional Duties

• Support Opening Night check‑in and ticketing as needed.
• Provide backup to the Group Sales Specialist for group transactions and record‑keeping.
• Perform additional duties as assigned.

WHAT YOU BRING:

• Two or more years of box office, customer service, or sales experience, or equivalent combination of experience and education.
• Strong customer service skills and a positive, team-focused demeanor.
• Excellent verbal and written communication skills.
• Familiarity with ticketing systems (Tessitura preferred).
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Ability to use a multi-line phone system.
• Ability to manage multiple tasks, prioritize effectively, and maintain accuracy.
• Organizational skills, attention to detail, and sound judgment in fast‑paced environments.
• Commitment to uphold and meaningfully engage with the mission and values of La Jolla Playhouse.
• Availability to work evenings, weekends, and holidays.
• Supervisory experience a plus.

WORK ENVIRONMENT:

This role operates in a shared, customer‑facing box office environment that requires frequent verbal communication, focus amid background noise, and comfort using computers, phones, and ticketing systems. Work pace varies based on performance schedules and on‑sale activity.

PHYSICAL REQUIREMENTS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

• Mostly seated work at a computer workstation with occasional standing and moving about between three box offices and the call center.
• Frequent keyboard and phone use.
• Frequent talking and listening.
• Frequent reaching and handling of printed materials.
• Ability to maintain focus on screen‑based work for extended periods.

WHY YOU’LL LOVE WORKING HERE:

• Medical, dental, vision, life and long-term disability insurance
• 403(b) retirement plan with employer match after one year
• Paid time off (vacation, sick, holiday, and more)
• Free parking on UCSD campus
• Complimentary tickets to Playhouse performances
• The opportunity to contribute to a mission‑driven, collaborative team supporting world‑class theatre

ABOUT LA JOLLA PLAYHOUSE:

La Jolla Playhouse is a place where artists and audiences come together to create what’s new and next in the American theatre, from Tony Award-winning productions, to imaginative programs for young audiences, to interactive experiences outside our theatre walls. Founded in 1947 by Gregory Peck, Dorothy McGuire and Mel Ferrer, the Playhouse is currently led by Artistic Director Jessica Stone and Managing Director Debby Buchholz. The Playhouse is internationally renowned for the development of new plays and musicals, including mounting 120 world premieres, commissioning more than 70 new works, and sending 37 productions to Broadway, garnering a total of 42 Tony Awards, as well as the 1993 Tony Award for Outstanding Regional Theatre. We are committed to diversity in all areas of our work, on and off stage. We lead with our values and encourage individuals with unique perspectives to apply. EOE