Box Office Representative I-II (DOE)

Box Office Representative

Join the Wheeler's Box Office team and play a key role in delivering exceptional service to patrons attending performances and events!

Job Title: Box Office Representative I-II (depending on experience-DOE) Department: Wheeler Opera House Classification: Non-Exempt, Intermittent (less than 29 hours per week) Pay Ranges (DOE): Box Office Representative I: $19.14 - $23.08 Box Office Representative II: $23.28 - $27.93

Position Summary: This position supports box office operations at the Wheeler Opera House, also known as Aspen Show Tix at the Wheeler. The role reports to the Ticketing Supervisor and assists with ticketing functions, event support, and customer service operations.

Supervision Exercised and Received: Works under the direct supervision of the Ticketing Supervisor. In their absence, this position is supported by the Ticketing Coordinator or Box Office Lead. Position is non-supervisory.

Essential Job Functions: Level I is an entry-level role focused on core box office functions, while Level II includes advanced responsibilities and provides guidance to other staff.

Box Office Representative I - Box Office Operations

• Maintains up-to-date knowledge of event details, communicating availability, pricing, and seating recommendations with accuracy and clarity.
• Troubleshoots moderately complex patron issues such as seating conflicts, reprints, exchanges, and payment problems, resolving them when within scope and escalating when necessary.
• Reconciles cash drawers and corrects discrepancies with minimal supervision; assists with deposit preparation.

Box Office Representative II - Box Office Operations

• Maintains informational materials, merges customer accounts, records messages, and ensures workspace remains orderly.
• Assists with reporting, ticketing needs, and preparation for events, including will-call organization, signage, and front-of-house coordination.
• Supports off-site box office operations, including transporting necessary equipment which may potentially involve using a city vehicle.
• Provides peer support by assisting with the onboarding and guidance of Representative I staff during shifts.
• Verifies promotional codes, discounts, and pricing align with current marketing campaigns and communicates inconsistencies to the Lead and Ticketing Coordinator.
• Demonstrates readiness for increased responsibility by effectively supporting shift operations and handling higher-volume or higher-complexity customer interactions.
• Reconciles cash drawer; researches and corrects or otherwise notes for management any discrepancies therein.

City Organizational Values: Supports and models the City of Aspen organizational values: Service, Partnership, Stewardship, and Innovation. Organizational values are shared principles that guide behavior across the organization. This position is responsible for upholding and applying these values while performing daily work functions. Other duties as assigned.

Core Competencies: Displays the following key competencies in the overall job performance to include the following knowledge, skills and abilities: Service, Partnership, Stewardship, Innovation, Communication, Interpersonal, Technology, Accountability & Trust, Strategic Thinking, Business Acumen.

Minimum Requirements:

Box Office Representative I:

• Education: High School Diploma or GED equivalent is required.
• Experience: Minimum of 2 years of customer service experience required; experience in a box office or live event venue is preferred.
• Technical Knowledge: Must be proficient with Microsoft Word, Excel, Outlook (Email), and have a basic understanding of online computer-based technology applications, which includes accessing web based platforms.
• Licenses & Certifications: Must possess, or be able to obtain within 30 days, a valid Colorado driver's license for use of carshare vehicles (Car-to-go/ ZipCar) for off-site box office operations. Personal vehicle ownership is not required.

Box Office Representative II:

• Education: Associate or bachelor's degree preferred.
• Experience: More than 2 years of customer service experience. Ticketing or CRM software is preferred. Experience with digital communication tools is a plus.
• Technical Knowledge: Must be proficient with Microsoft Word, Excel, Outlook (Email), and have a basic understanding of online computer-based technology applications, which includes accessing web based platforms.
• Licenses & Certifications: Must possess, or be able to obtain within 30 days, a valid Colorado driver's license for use of carshare vehicles (Car-to-go/ ZipCar) for off-site box office operations. Personal vehicle ownership is not required.

Note: Any combination of experience and education that would likely provide the required abilities, knowledge and skills as determined by the City of Aspen may be substituted for the requirements above. If not previously completed, this position requires a Criminal Background Check. Employment in this role is contingent upon successful completion of the required background check.

Position Type and Work Hours: Intermittent part-time, less than 29-hour work week, Monday through Sunday, hours and days will vary depending on production schedule. Evenings/Weekends are required. Weekdays will occasionally be required depending on department staffing needs and special events.

Work Environment: Indoors: Wheeler Opera House; performance venue environment. Outdoors/Off-Site: Occasional offsite and outdoor work environment for special events. Occasional transportation needs between sites. Meetings, and trainings at a variety of city facilities and areas.

Physical Demands: Visual Acuity, Balancing, Bending, Carrying, Crouching, Climbing, Eye/Hand/Foot Coordination, Gripping/Grasping, Handling, Hearing, Kneeling, Lifting, Pushing/Pulling, Reaching, Repetitive Motions, Sitting, Standing, Stooped, Talking, Walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The City of Aspen is an Equal Opportunity Employer.