Audience Services Representative 2

The Audience Services Representative II provides excellent customer service both internally and externally. They effectively communicate and maintain high standards for all interactions with customers and internal departments. They must be able to multi-task and function in a fast-paced ever-changing environment.

The position is cross-trained in all box office functions of Audience Services, and a successful candidate must be able to handle emails and phone calls, including season ticket processing, group sales and all accessibility needs. Work is performed on site at any of our six venues and the administrative office. The work schedule will be a hybrid combination of days on site and remote, evening and weekend availability required. This position earns between $23.92 and $28.70/hour (midpoint $26.31). It is not our practice to hire at the top of the range.

ALL STG POSITIONS

STG employees are committed to exceptional patron experiences, cultivating lasting connections, and upholding excellence in every interaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned as needed with flexibility to take on new roles or responsibilities as the company evolves.

• Cross trained in all box office functions of Audience Services
• Work independently and as part of a collaborative team
• Provide exceptional service to all customers
• Coordinate needs and fulfill ADA and accessibility ticket sales
• Reply to customer messages and requests via phone, email and in person
• Maintain high-level knowledge of all venue layouts, functions, amenities, and accessibility
• Resolve customer service issues or escalate to manager as needed
• Coordinate and fulfill group ticket sales
• Work in person at live events, handling sales in the box office, and fulfilling will call as needed
• Fulfill operational duties such ticket processing, light office tasks and general data entry

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, experience, knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS

• Prior box office or performing arts venue experience preferred
• Demonstrated customer service experience required
• Knowledge of TM Archtics ticketing application preferred
• Proficient PC skills and the ability to learn new software
• Excellent written and verbal communications skills; ability to communicate professionally and effectively both internally and externally
• Ability to take direction and act independently
• Basic math and accounting proficiency
• Ability to regularly problem-solve with tact and diplomacy
• Ability to navigate up and down stairs
• Thrives in a fast-paced environment while maintaining consistency and close attention to details
• Consistent and punctual attendance required

PHYSICAL REQUIREMENTS

• Vision – corrected vision close to 20/20 is necessary to effectively use the computer screen
• Sitting/Standing/Walking – most of the time is spent seated or standing at a counter

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.