Remote Access Audience Services Representative (Access ASR)

Title: Access Audience Services Representative (Access ASR)
Reports to: Audience Services Manager
Supervises: n/a
Classification: Contractor

The Chicago Humanities Festival connects people to the ideas that shape and define us, and promotes the lifelong exploration of what it means to be human. CHF fosters curiosity, celebrates creativity, explores the boundaries of contemporary knowledge and culture, and challenges us to see ourselves and the world anew. Collaborating with nearly 40 of Chicago’s major cultural and educational institutions, CHF produces over 100 events annually and partners with nearly 40 venues around Chicago annually, as well as stewards a vibrant online home for the humanities. CHF has an international reputation for innovation and creativity, featuring an exceptional roster of writers, scholars, performers, and visual artists in its programs and online.

Position Description
Working closely with the Audience Accessibility Coordinator, the Access ASR will work alongside the Audience Services Representatives (ASRs) to facilitate ticket and accessibility requests, as well as any accessibility needs at events, being the frontline voice of CHF. They provide friendly, welcoming customer service to people of all ages and abilities by email, phone, and virtual chat. They work independently as project leaders and together with their box office peers.

Primary Duties and Responsibilities
● Provide excellent customer service by phone, email, virtual chat, and in-person.
● Effectively and accurately provide information regarding our events and membership program.
● Responsible and accountable for properly handling transactions for ticket sales, membership, and donations, charging appropriate prices, and following guidelines for free and discounted tickets.
● Carefully maintain customer records using our new custom ticketing system and donor database Raiser’s Edge.
● Fulfill requests for accessible accommodations, which includes closed captioning, ASL interpretation, and audio description.
● Serve as box office manager at assigned venues for in-person events, which includes interfacing with the public, processing ticket sales on-site, overseeing will call.
● Meet with CHF and venue staff for site visits to become familiar with venue assignments in accessibility (typically 1-2 paid hours of site visits per venue scheduled).
● Support and troubleshoot accessibility at events with the Audience Accessibility Coordinator.
● Collaborating with the Audience Accessibility Coordinator on accessibility projects which include but not limited to, digital closed captioning, independent research and gathering data.
● Assist administrative staff on projects as assigned.

Qualifications
● Minimum one year experience in theater box office, customer service/hospitality, or call center.
● A demonstrated commitment to excellent customer service and enjoy working with the public.
● A professional demeanor with good communication skills.
● Tech-savvy with solid computer, data entry, and database management experience.
● Strong organization skills and attention to detail in a fast-paced environment.
● A demonstrated resourcefulness and independence in problem solving/troubleshooting.
● A demonstrated flexibility and grace under pressure.
● Prior experience with arts or cultural organizations is a plus, though not required.
● Prior training in diversity, equity, inclusion, and accessibility is required. Be sure to describe your experience in these areas.
● Experience with American Sign Language and Braille is a plus, but not required.
● Experience with sensory friendly event production is a plus, but not required.

Contract, Hours, and Compensation
● This position is paid on the 15th and last day of the month, based on hours worked, at $18/hour, with a scheduled max of 20 hours per week.
● The Spring season contract runs approximately late February through late May.
● ASRs work a predefined schedule that may include:
● Monday-Friday, 9:30-1:30 or 1:30-5:30 on non-event days
● Some weekday evening and weekend availability is required for event dates
● Required availability dates May 7 and May 14, 2022. Preferred March 2, 2022.
● Training and orientation will be compensated.

Work Location
As is true of our entire staff, weekday hours will be a hybrid with remote “at-home” work and in-person work at our Chicago River North office. While working remotely, you will have access to a CHF laptop. CHF events are held at venues throughout Chicagoland. Travel stipend/reimbursement available for work on event days.

COVID-19 Policies
As part of our commitment to providing a healthy and safe workplace, CHF is requiring employees and contractors to provide proof that they are vaccinated against COVID-19 within the first week of employment. If a vaccination is not possible, a request for a medical or religious exemption can be made with Human Resources.

Commitment to Diversity, Equity, and Inclusion
The Festival is committed to providing a diverse, equitable and inclusive workplace, where all employees and volunteers, whatever their gender, race, religion, ethnicity, national origin, age, sexual orientation or identity, education or disability, feels valued and respected. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all of our departments, programs, and policies. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.

To Apply
Email the following materials to David Carasquillo, Audience Services Manager, by February 11, 2022.
● Cover letter
● Résumé
● Contact information for 3 professional references

Format subject line - 2022 Spring Access ASR Application: [Your Name]

[Example] 2022 Spring Access ASR Application: Jane Smith

Please include how/where you found the job posting in your cover letter
Candidates who are selected for an interview will be notified via email.

Thank you!
We look forward to reviewing your materials.

Email applications only. No phone calls please.
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