Ticketing Associate

Steppenwolf Theatre Company Steppenwolf Theatre Company is seeking candidates to join its team of highly skilled Part-Time Ticketing Associates. Ticketing Associate maintains Steppenwolf’s smooth and efficient customer service while assisting patrons with all ticket-related transactions using Tessitura CRM. All associates serve as a resource for questions about the Steppenwolf experience, assisting patrons by phone, email and in person; however, the part-time Associate also provides guidance, support and supervision to their colleagues when requested, assisting them in day-to-day box office tasks. Evening and weekend hours are required. A laptop and other necessary equipment will be provided. This is a hybrid work from home/in-person position. Hours for each will be determined by the scheduling Supervisor monthly.

DUTIES:

Using Tessitura CRM, process ticket and membership transactions for patrons by phone, in person and via email: sell and exchange tickets; sell memberships; sell gift certificates; donate tickets and cash; process ticket value from cancelled shows; assemble membership cards, gift certificates and other ticket mailings Serve as a knowledgeable resource for patron questions by phone, email and in person: troubleshoot virtual content, maintain knowledge of parking, accessibility and neighborhood restaurant options, and recommend ticket and membership options to suit patrons’ needs Prepare and work will-call shifts, packaging, distributing and re-printing tickets, assisting with line management and directing patrons around campus Take on some supervisory responsibilities when requested: project manage ticket processing and data entry projects (comp request documents etc.); serve as Lead Associate at an increased pay rate, answering Associate questions, performing minor technical troubleshooting, and serving as point of escalation for difficult interactions Other ticket processing, patron communication and database hygiene: assist Audience Services with other data entry, ticket and membership processing as requested, make occasional informational outbound calls to patrons Helping patrons with show-by-show upgrades Data clean-up as necessary

AREAS OF RESPONSIBILITY:

Serves as the first point of contact and information for our audience, engaging them as a friendly, courteous, professional representative of the theatre Uses Tessitura CRM, process ticket and membership transactions for patrons by phone, in person and via email: sell and exchange tickets; sell memberships; sell gift certificates; donate tickets and cash; process ticket value from cancelled shows; assemble membership cards, gift certificates and other ticket mailings Coordinates with house management to resolve ticketing conflicts. Serves as a knowledgeable resource for patron questions by phone, email, and in person: troubleshoot virtual content, maintain knowledge of parking, accessibility, and neighborhood restaurant options and recommend ticket and membership options to suit patrons’ needs. Prepares and works will-call shifts, packing, distributing and re-printing tickets, assisting with line management and directing patrons around campus. Processes other ticket orders, communicates with patrons, and maintains database hygiene. Assist Audience Services with other data entry, ticket, and membership processing as requested, making occasional informational outbound calls to patrons.

QUALIFICATIONS

Successful candidates will: Possess prior experience working in a high-volume customer service setting, preferably in a theater. Fast, efficient service techniques in peak service times A relaxed appearance and tone when interacting with guests and colleagues, which includes maintaining an unhurried pace and level modulation of voice and volume Effective, improvisational problem solving in ever-changing situations Strong time-management skills and the ability to work 15-25 hours a week Consistent availability on evenings and weekends, as well as during holiday seasons

HOURS OF EMPLOYMENT

Hours of employment are structured in consideration of performances, which are presented Tuesday through Saturday evenings, with matinees on Saturdays, Sundays and select Wednesdays. Extra shift availability is also occasionally available to support special events and extra programming on Monday evenings, weekdays, and weekend mornings. This position reports to the Associate Director of Audience Services and Ticketing Supervisor and works as part of a team of trained associates. Paid training will be provided. About Steppenwolf: Steppenwolf Theatre Company is the nation’s premier Ensemble Theater with 49 members who are among the top actors, playwrights and directors in the field. Thrilling, powerful, groundbreaking productions — from Balm in Gilead and Grapes of Wrath to August: Osage County, Downstate and The Brother/Sister Plays — have made this theatre legendary. Founded in 1976, Steppenwolf started as a group of teens performing in the basement of a church. Today, the company's artistic force remains rooted in its original vision of its founders: an artist-driven theatre, whose vitality is defined by its appetite for bold and innovative work. Every aspect of Steppenwolf is rooted in its Ensemble ethos, from the intergenerational artistic programming to the multi-genre performance series LookOut, to the nationally recognized work of Steppenwolf Education and Engagement which serves nearly 15,000 teens annually. While grounded in the Chicago community, more than 40 original Steppenwolf productions have enjoyed success nationally and internationally, including Broadway, Off-Broadway, London, Sydney, Galway and Dublin. Steppenwolf also holds accolades that include the National Medal of Arts, 14 Tony Awards, two Pulitzer Prize‑winning commissions and more. Led by Artistic Directors Glenn Davis and Audrey Francis, Executive Director Brooke Flanagan and Board of Trustees Chair, Keating Crown — Steppenwolf continually redefines the landscape of acting and performance. Steppenwolf Mission: Steppenwolf strives to create thrilling, courageous and provocative art in a thoughtful and inclusive environment. We succeed when we disrupt your routine with experiences that spark curiosity, empathy and joy. We invite you to join our ensemble as we navigate, together, our complex world. steppenwolf.org, facebook.com/steppenwolftheatre, twitter.com/steppenwolfthtr and instagram.com/steppenwolfthtr. Steppenwolf Core Values: Equity + Inclusion Integrity + Curiosity Courage + Collaboration Accountability + Leadership

NO PHONE CALLS OR EMAILS PLEASE

Steppenwolf Theatre Company is an equal opportunity and affirmative action employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Steppenwolf complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. #J-18808-Ljbffr Steppenwolf Theatre Company