Job Title: Ticketing and Box Office Supervisor

Department: Ticketing and Box Office

Reports to: Ticketing Manager and Box Office Manager

Status: Full-Time, Non-Exempt

Date: January 3, 2023

SUMMARY OF DUTIES AND RESPONSIBILITIES

The Ticketing and Box Office Supervisor is a hybrid position, requiring both onsite and remote work. This position will oversee and supervise the Ticketing and Box Office Representatives and all functions of Ticketing and the Call Center/Box Office for The Smith Center for the Performing Arts. The Ticketing and Box Office Supervisor are the first step in resolving escalated patron conflicts and represent The Smith Center (TSC) and our values in all communications with patrons. This detail-oriented position requires excellent organizational skills, professional interaction with management personnel, partners, clients of all levels, an ability to work efficiently, accurately, and effectively under pressure, and ability to complete and prioritize tasks in a timely manner. The ideal candidate will have proven experience in various ticketing software, staff management, and guest relations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervise and monitor all day-to-day call center and Ticket Office night-of-show operations along with Ticketing and Box Office Management, including reviewing staff interactions with patrons (phone, email, online, in person, etc.), ensuring high standards are met and maintained throughout. Serves as secondary Ticket and Box Office management during performances, and as first line of escalation for call center and Ticket Office representatives.

• Organize and oversee nightly Box Office operations during events (Ticket Sales, Will Call, Ticketing Scanning, etc.)

• Plan and execute daily event briefings for Ticketing and Box Office Representatives.
• Ensure Ticketing and Box Office Representatives have up-to-date information regarding pre-sales, on-sales, and promotions

• Ensure all Ticketing and Box Office Representatives adhere to the company’s Ticketing operations policies and procedures
• Create a positive and collaborative working environment and maintain staff morale
• Ensure Ticketing department delivers exceptional customer service to all patrons and works proactively to resolve any issues that arise

• Assist on calls, emails, web chat, social media, and other communication tools during high volume periods
• Monitor all phone queues for call quality, length of patron interaction, and high standards of care and accuracy
• Coordinate shift changes and breaks with Ticketing and Box Office Management
• Maintain Cisco Call Flow Administration under the direction of the Ticketing Manager
• Facilitate distribution of special projects to be completed by the Representatives for a reasonable and balanced workflow
• Posting sales batches as necessary. Assist Ticketing and Box Office Management in accordance with operating and event budgets to ensure call center and Box Office coverage during normal business hours, pre-sales, on sales, and during performances as needed.
• Maintain and monitor Ticketing email inbox.
• Monitor and administer training as necessary for Ticketing and Box Office Representatives.
• Generate reports as needed, including lists of patron records to maintain high data standards, processing the production of gift cards, tracking customer service issues, monitoring the patrons in a performance, and other reports to support management team and daily operations.
• First line of resolution of all patron service issues on behalf of Ticketing and Box Office.
• Review event information and clarify any ambiguities
• Directly work with ticketing and marketing teams to execute all promotions, pre-sales and on-sales as needed
• Execute plans to capture customer demographic information as outlined.
• Execute all ticket sales programs as assigned by Ticketing and Box Office Management
• Test and execute any selling or setup issues.
• Manage ticket inventory based on sales and selling needs
• Assist Ticketing and Box Office Management without-bound telemarketing or patron contact campaigns when needed
• Train, and motivate department personnel; provide valuable, insightful feedback for consideration regarding hiring and disciplinary decisions
• Produce and organize training documentation.
• Coordinate along with the Ticketing and Box Office Management team the successful integration of marketing, public relations, advertising, ticket operations, and special events with sales programs, other departments, and promoters regarding call center operations.

• Build positive and productive relationships with staff and community as a representative of TSC
• Communicate personnel concerns to Ticketing and Box Office Management, senior management, or Human Resources as appropriate
• Perform other duties as assigned within the scope of the position

Required Education, and Experience

• Bachelor’s degree is preferred
• 2 or more years of experience supervising call center operations/box office operations, including management level work experience
• Ability to supervise, coach and mentor representatives.
• Experience in handling monetary transactions and basic accounting principles and practices.
• Ticketing System knowledge, preferably Tessitura
• Previous experience managing season ticket business
• Experience with remote work

Required Skills & Qualifications

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this job. Individual abilities may result in some deviation from these guidelines. To perform effectively in this position, the incumbent must have:

• Exceptional customer service skills.
• Proven attention to detail and outstanding accuracy.

• Excellent verbal and written communication skills, focusing on articulation and proper grammar.

• Ability to work under pressure and meet deadlines.
• Excellent interpersonal and conflict management skills.
• Proven ability to interact respectfully and accurately with all TSC team members and patrons by responding with compassion and understanding.
• Fluent in English, other additional languages are preferred.
• Ability to establish priorities, work independently, and proceed with objectives with minimal supervision.
• Ability to examine and evaluate data and report findings
• Ability to develop systems for financial reporting that are clear and understandable
• Excellent analytical skills
• Ability to manage a range of styles and behaviors in a tactful, congenial, respectful, and constructive manner
• Ability to think proactively and identify solutions to maximize department effectiveness.

Computer Skills

• Proficiency in Microsoft Office Suite software, including Office 365, Word, Excel, PowerPoint, Teams, and Outlook
• Advanced knowledge of computerized ticket sales
• Ticketing System knowledge, preferably Tessitura.

Physical Job Requirements

• Occasionally lift and/or carry up to 50 pounds.

Other Skills and Abilities

• Exhibit a professional appearance.
• Maintain a dependable, professional, and courteous office environment.
• Desire and ability to accept all levels of challenges.
• Ability to fulfill day of show responsibilities, and work extended days and hours as required.

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.

Only those candidates under consideration will be contacted for next steps. Please accept our utmost appreciation for your interest in our organization.

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.

The Smith Center for the Performing Arts (TSC) is an Equal Opportunity Employer that complies with the laws and regulations set forth under EEOC.

Diversity, Equity, and Inclusion Mission Statement

At TSC diversity, equity, and inclusion are at the core of who we are. Our commitment to these values is unwavering. They are central to our mission and to our impact on the community. We know that having varied perspectives helps generate better ideas to solve the complex problems of a changing—and increasingly diverse—world. We believe that a variety of opinions, approaches, perspectives, and talent are the cornerstones of a strong and flexible organization.

TSC strives to champion diversity, equity, and inclusion for all.