Ticketing & Box Office Representative

Job Title: Ticketing & Box Office Representative Department: Ticketing & Box Office Reports to: Senior Manager, Ticketing Services Status: On-Call, Non-Exempt Starting Hourly Rate: $18.00 Work Model: Hybrid; Flexible Work Schedule! Summary Of Duties And Responsibilities The Ticketing & Box Office Representative position is an on-call and hybrid position, requiring both onsite and remote work. The Ticketing and Box Office Representative is tasked with accurately handling inquiries, concerns, and ticket sales from guests via telephone, email, webchat, social media, or other communication channels. Whether on the phone or in person at the Box Office, the Ticketing and Box Office Representative is usually the first point of contact for guests at TSC and is expected to exemplify our values in all interactions. Essential Duties And Responsibilities Responding to calls and emails via work-provided equipment Working in the Box Office around the performance schedule, assisting guests with ticket sales, Will Call pickup, and resolving other ticket‑related last‑minute issues cheerfully, quickly, and efficiently Responding to guest inquiries and ticket‑related requests via live help (by telephone, through online communication tools, and in person) Listening to understand the guest’s needs and responding quickly, accurately, and politely Providing closed‑loop communication with the guest, always striving to resolve open issues and providing clear timelines for communication on follow‑up items Demonstrating empathy for the guest and a sense of urgency to assist in resolving their concerns Proactively diffusing and rectifying difficult ticket‑related situations Representing TSC as an ambassador and guest liaison Escalating guest service issues as appropriate Communicating accurate information, verbally and in writing Keeping abreast of current TSC‑related events Working closely with various TSC departments, creating an environment of service excellence Upselling and cross‑selling events as designated Assisting management with special projects Required to attend department staff meetings Performing other duties as assigned within the scope of the position Required Education, And Experience High School Diploma or equivalent experience required 3 or more years of customer service experience Previous experience with handling high-volume transactions in a fast‑paced environment Inbound and outbound call center experience preferred Previous experience in data entry 3 or more years of experience handling monetary transactions Previous experience with remote work preferred Required Skills & Qualifications Strong personal interest in the performing arts Flexibility to work evenings, weekends, and holidays preferred Ability to quickly learn database systems Ability to diagnose and resolve diverse online transaction and ticketing concerns across both desktop and mobile platforms Excellent troubleshooting and analytical skills with the ability to solve problems with little direction Friendly, helpful, positive, and upbeat personality with a strong desire to assist all intra‑ and interdepartmental team members, external guests, and other visitors to TSC Exceptional attention to detail and ability to multi‑task Excellent verbal and written communication skills, focusing on articulation and proper grammar Superior interpersonal skills Maintain a professional appearance at all times Team‑oriented and the ability to work well with others Works effectively and efficiently with a diverse group of team members Bilingual abilities: Spanish preferred Strong organizational skills Computer Skills Proficient in navigating digital landscapes including troubleshooting browsers, Apple Wallet, and payment issues Proficient in the use of Microsoft Office products, particularly Outlook, Word, and Excel Physical Job Requirements This position will require sitting for long periods, standing, bending, and walking, as well as using fine motor skills, such as finger dexterity for typing Specific vision abilities required by this job include close vision and peripheral vision Ability to regularly lift, move, carry, push, and pull 50 pounds or more Ability to occasionally reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined spaces Ability to physically stand, walk, and climb stairs on a consistent basis This position could be exposed to loud noises, frequent phone conversations, and requires average to above average visual acuity and hearing Most of this job will be performed indoors in a climate‑controlled environment Certificates, Licenses, Registrations Must be able to qualify for licenses and permits if required by federal, state, and local regulations during the course of employment. Pay Transparency To encourage pay transparency, promote pay equity, and proactively address regulations, The Smith Center for the Performing Arts will comply with all applicable state or local laws or regulations which require employers to provide wage or salary range information to job applicants and employees. The starting hourly rate for this on-call position is $18.00 plus retirement benefits. Benefits Creative and collaborative work culture Competitive Hourly Rates Hybrid & Flexible work schedule – combining on‑site and remote work, with flexible scheduling options to accommodate your availability Consistent scheduling – advance schedule posting to guarantee you hours of work. We provide flexible options to accommodate your availability 401(k) retirement savings plan eligibility on your start date with employer match Training and career growth opportunities Exclusive early access, employee discounts, and complimentary tickets to world‑class performances and events Discounts on Starbucks products and merchandise The above job description is meant to describe the general nature and level of work being performed; it is not intended to be constructed as an exhaustive list of all the responsibilities, duties and skills required for the position. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. Limitations and Acknowledgment The Americans with Disabilities Act requires that reasonable accommodations be made for qualified individuals to help perform the required duties and tasks of the position. Reasonable accommodation is available for qualified individuals with disabilities upon request. Diversity, Equity, and Inclusion Mission Statement At TSC diversity, equity, and inclusion are at the core of who we are. Our commitment to these values is unwavering. They are central to our mission and to our impact on the community. We know that having varied perspectives helps generate better ideas to solve the complex problems of a changing—and increasingly diverse—world. We believe that a variety of opinions, approaches, perspectives, and talents are the cornerstones of a strong and flexible organization. TSC strives to champion diversity, equity, and inclusion for all. #J-18808-Ljbffr The Smith Center