Audience Services Representative

Roundabout Theatre Company, New York’s leading not‑for‑profit theatre seeks energetic, empathetic, and dependable solution‑orientated individuals for a full‑time Audience Services Representative position. Audience Services Representatives provide best‑in‑class customer care in Roundabout’s high‑volume Call Center. They handle inbound purchases, customer service calls, solicit donations, process ticket orders and respond to customer correspondence. Reporting daily to the Call Center Managers, Representatives will be given the tools and training to effectively meet customer needs while also generating the maximum revenue for the institution to support its mission and productions. This position is compensated with a combination of base pay ($21/hr) and commission (3% on select contributions) and includes the standard Roundabout benefits package that includes medical plan, dental, vision, 401k with 5% employer contribution, PTO, LTD, and life insurance. Responsibilities Field inbound calls with ticketing or subscription inquiries and respond to customer emails and live chat inquiries while providing exceptional customer care; manage challenging situations promptly and professionally. Utilize Tessitura (Roundabout’s customer relationship management software), calling scripts, and other software to ensure all customers receive relevant and personalized care. Process subscription and single ticket orders submitted through all channels while also soliciting donations. Assist with departmental mailings and special projects. Maintain a robust knowledge of all offerings, sales techniques, policies, and customer service standards. Perform additional duties as assigned. Qualifications The ideal candidate is dependable, personable and experienced handling both customer service and sales calls in a high‑volume call center. They demonstrate unfailing commitment to customer service, responding promptly to customer needs while upholding the organization’s values. The candidate is reliable, collaborative, open to new tasks and challenges, and able to adapt to changes in a fast‑paced work environment, including shifting between outbound and inbound calling duties as needed. Experience with Tessitura (or comparable ticketing systems) preferred, but not required. Flexibility to work weekend, evening, and holiday shifts is a must. Remote work materials are provided to all new hires; however, staff are returning to the office and applicants must be able to work at our Manhattan office. Roundabout Theatre Company is an Equal Opportunity Employer that strives to represent individuals from all walks of life in its workforce. We encourage people from underrepresented groups to apply and ensure that every candidate who applies for a position at Roundabout Theatre Company is treated equally and fairly without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, veteran status, disability status, or any other factor prohibited by law. #J-18808-Ljbffr Roundabout Theatre Company