Patron Services Associate

4 weeks ago

Atlanta, United States The Woodruff Arts Center Full time
Woodruff Arts Center employees play an integral role in creating and supporting great art and education initiatives at the nation's third largest arts center. Comprised of three Art Partners-Alliance Theatre, Atlanta Symphony Orchestra and High Museum of Art-there's a role for everyone at The Woodruff.

Reports to:
Manager
FLSA:
United States of America (Non-Exempt)
Employment Status:
Regular/Part time
The Patron Services Associate for the Alliance Theatre is a member of the Marketing and Sales Department reporting to the Patron Services Manager and the Lead Front of House Manager. This collaborative, patron-focused individual will work in the box office and as a front of house manager, shifting between duties as the production schedule requires.

The Patron Services Associate should have exceptional customer service skills and a desire to go above and beyond to ensure an optimal patron experience. Before, during, and after a show, the Theatre can be a fast-paced environment with 600+ audience members coming through the doors. The Patron Services Associate must be quick on their feet, cool under pressure, flexible, and the ultimate team player.

EQUITY, DIVERSITY, & INCLUSION:

The Alliance Theatre is committed to equity, diversity, and inclusion in all areas of our work, including play selection, casting, marketing and public relations efforts, education programs, recruitment of staff and volunteers, and the composition of the Board of Directors.

The Alliance Theatre is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, class, religion, country of origin, political belief, (dis)ability, age, gender identity, sexual orientation, protected veteran status, or any factor protected by law. Members of underrepresented groups are encouraged to apply.

ABOUT THE ALLIANCE THEATRE:

The Tony Award® winning Alliance Theatre is the leading producing theater in the Southeast, reaching more than 165,000 patrons annually. Over 116 productions have premiered at the Alliance Theatre, including nine that went on to Broadway and one to Netflix. The theater also just celebrated the completion of a $34 million, state-of-the-art renovation to its main performance space, The Coca-Cola Stage.

Off the stage, the Alliance Theatre is dedicated to education and community engagement. Through performances, classes, camps, in-school initiatives, online programs, and more, the Alliance Theatre reaches over 90,000 students and community members annually.

The Alliance Theatre's mission is to expand hearts and minds on stage and off through the power of storytelling. The mantra "Your Story. Your Stage." represents the theater's commitment to telling diverse stories on a stage dedicated to the Atlanta community.

POSITION DESCRIPTION:

The Patron Services Associate is a member of the Marketing and Sales Department reporting to the Patron Services and Memberships Manager and the Lead Front of House Manager. This collaborative, patron-focused individual will work in the box office and as a front of house manager, shifting between duties as the production schedule requires. The Patron Services Associate should have exceptional customer service skills and a desire to go above and beyond to ensure an optimal patron experience. Before, during, and after a show, the Theatre can be a fast-paced environment with 600+ audience members coming through the doors. The Patron Services Associate must be quick on their feet, cool under pressure, flexible, and the ultimate team player.

WORK SCHEDULE:

Part-time with flexible workdays. Must be able to work nights and weekends.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Provide customer sales support and service for all Theatre programs including memberships, single tickets, donations, and education:
  • Field inbound calls.
  • Make outbound calls on a rolling schedule for season tickets, membership, donations, and education program campaigns.
  • Respond to email and phone inquiries from shared voicemail and email inboxes.
  • Work Box Office window during performances and walk-up hours.

Ensure the safety and security of the Alliance Theatre audience and ensure that every patron has a stellar experience:
  • Assess and maintain theater and lobby spaces for cleanliness and safety before and after the show. Communicate and follow up on any needs to security and facilities staff as necessary.
  • Greet patrons and supervise safe audience entrance and exit into the theater.
  • Respond to any requests or ticketing issues, in coordination with other AT and WAC staff as appropriate.

Supervise volunteer ushers:
  • Motivate and manage ushers, from pre-show to post-show.
  • Train ushers as needed to ensure quality of customer service from every team member.

Communicate with staff across the Alliance Theatre and Woodruff Arts Center:
  • Share any issue that comes up to see that problems get resolved in a timely and effective manner.
  • Communicate with stage management to coordinate the front of house with the production staff and artists.
  • Prepare and distribute written performance reports.
  • Share relevant information with other House Managers and Box Office staff, with an eye towards recommended changes in policies or process flow.

QUALIFICATIONS:

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

Education and Experience:
  • High School Diploma and relevant experience in the field.
  • Preference for candidates with a background in theater and/or customer service.

Skills and Abilities:
  • Strong oral and written communications skills are essential.
  • Ability to handle and balance many responsibilities in a calm and efficient manner.
  • High level of self direction, self-motivation and ability to set priorities.
  • Ability to anticipate and solve practical problems with patience and professionalism.
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.).
  • Preferred experience in Tessitura CRM or equivalent CRM.
  • Experience in a performing arts or entertainment venue preferred

Physical Demands/Work Environment:

The work environment and 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.

  • Standing, walking, bending, frequent use of hands, stooping and light lifting (at least 25 pounds) is needed.
  • The noise level in the work environment is usually moderate.
  • Willingness to work some weekends, late evenings and early mornings.
  • Note: House Management shifts will involve standing or walking for most of the standard four-to-five-hour shift.
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