Ticketing & Box Office Representative

Job Description

Job Description

Job Title:                                Ticketing & Box Office Representative

Department:                          Ticketing & Box Office

Reports to:                              Senior Manager, Ticketing Services

Status:                                    On-Call, Non-Exempt

Starting Hourly Rate:            $18.54

Work Location:                       Hybrid; Flexible Work Schedule! Schedule published in advance!

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 position 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 
• Responds to guest inquiries and ticket-related requests via live help (by telephone, through online communication tools, and in person);
• Listens to understand the guest’s needs and responds quickly, accurately, and politely.
• Provides closed-loop communication with the guest, always striving to resolve open issues and providing clear timelines for communication on follow-up items.
• Demonstrates empathy for the guest and a sense of urgency to assist in resolving their concerns.
• Proactively diffuses and rectifies difficult ticket-related situations. 
• Represents TSC as an ambassador and guest liaison. 
• Escalates guest service issues as appropriate.
• Communicates accurate information, verbally and in writing.
• Keeps abreast with current TSC-related events.
• Works closely with various TSC departments, creating an environment of service excellence.
• Upselling and cross-selling events as designated
• Assists management with special projects.
• Required to attend department staff meetings. 
• Maintain regular, reliable, and punctual attendance.
• Performs other duties as assigned in alignment with the scope and responsibilities of the role.

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 is preferred.
• Previous experience in data entry 
• 3 or more years of experience handling monetary transactions. 
• Previous experience with remote work is preferred.

Required Skills & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skills, and abilities necessary to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be 18 years of age.
• Strong personal interest in the performing arts
• Flexibility to work evenings, weekends, and holidays is 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 is preferred.
• Strong organizational skills.
• Must be legally authorized to work in the United States.

Technical 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

The physical requirements and work environment characteristics described below are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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, and 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 $18.54 plus retirement benefits. 

With a career at The Smith Center for the Performing Arts, you really benefit! We offer:

• 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.

Equal Opportunity Employer Statement

The Smith Center for the Performing Arts (TSC) is an Equal Opportunity Employer and provides equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, citizenship, genetic information, disability, protected veteran status, age, or any other legally protected characteristic.

This policy applies to all aspects of employment, including recruitment, hiring, transfers, promotions, termination, layoffs, leaves of absence, compensation, benefits, training opportunities, internships, and all other terms and conditions of employment.