Ticketing and Box Office Supervisor

Job Title: Ticketing and Box Office Supervisor

Department: Ticketing and Box Office

Reports to: Sr. Manager, Ticketing Services

Status: Full-Time, Non-Exempt, Hybrid

Hourly Rate: $21.00

Date: November 4, 2024

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 Box Office for The Smith Center for the Performing Arts. The Ticketing and Box Office Supervisor is the first step in resolving escalated guest conflicts and represents The Smith Center (TSC) and our values in all communications with guests, ensuring seamless ticketing and box office operations and delivering exceptional guest experiences. By prioritizing guest satisfaction, effective conflict resolution, and operational excellence, the Ticketing and Box Office Supervisor plays a key role in enhancing the overall experience for guests and maintaining the continued success of the venue's performances and events.

Essential Duties and Responsibilities

* Oversee and supervise day-to-day call center and Box Office e night-of-show operations in partnership with Ticketing & Box Office Management, ensuring team members provide excellent service to guests across all communication channels and maintain high standards consistently.
* Develop and present daily event briefings for Ticketing and Box Office Representatives.
* Assure Ticketing and Box Office Representatives are equipped with 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.
* Support with calls, emails, web chat, social media, and other communication tools during high-volume periods.
* Supervise phone queues to ensure high-quality guest interactions, appropriate duration of guest interactions, and adherence to standards of care and accuracy.
* Coordinate shift changes and breaks with Ticketing and Box Office Management.
* Under Ticketing and Box Office Management guidance, oversee Cisco Call Flow Administration and monitor Ticketing email inbox.
* Coordinate sales batch posting as needed, supporting Ticketing and Box Office Management in alignment with operational and event budgets to ensure operations coverage during normal business hours, pre-sales, on-sales, and performances.
* Oversee ticket inventory to meet sales and demand requirements.
* Generate reports as needed to support the management team with daily operations and implement strategies to collect guest demographic data as specified, while maintaining data integrity.
* Enhance guest satisfaction by promptly and professionally addressing inquiries, conflicts, and feedback. Proactively engage with guests to elevate their experience and resolve any issues that arise during ticket purchases or event attendance.
* Collaborate closely with ticketing and marketing teams to execute all promotions, pre-sales, and on-sales as needed and fulfill all ticket sales programs as directed by Ticketing and Box Office Management.
* Assist Ticketing and Box Office Management with outbound telemarketing or guest contact campaigns when needed.
* Partner with Ticketing and Box Office Management and Human Resources as appropriate to address personnel matters.
* Oversee and conduct training for Ticketing and Box Office Representatives. Develop and maintain training materials, providing motivation, coaching, and constructive feedback.
* Coordinate the distribution of special projects to Representatives to ensure a balanced workflow.
* Foster a positive and collaborative working environment and nurture team member morale.
* Perform other duties as assigned within the scope of the position.

Required Education, and Experience

* Bachelor's degree or equivalent years of experience
* Two or more years of supervising experience. Call center or box office operations-related experience is preferred.
* Ability to supervise, coach, and mentor representatives.
* Experience in handling monetary transactions and basic accounting principles and practices.
* Previous experience navigating customer information and transactions in enterprise software.
* Experience with remote work preferred.

Required Skills & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are general guidelines based on the minimum experience, knowledge, skill, and or ability required. Individual abilities may result in some deviation from these guidelines. To perform effectively in this position, the incumbent must have:

* Exceptional guest service skills.
* Proven attention to detail and outstanding accuracy.
* Excellent verbal and written communication skills.
* Ability to work effectively under pressure and meet deadlines.
* Excellent interpersonal and conflict management skills.
* Proven ability to interact respectfully and accurately with all TSC team members and guests by responding with compassion and understanding.
* Ability to read, write, and communicate effectively in English is required; other languages such as Spanish 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 learn and adapt to new software and technology platforms as needed.
* 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.
* Ability to work in a standing position for prolonged periods.
* Flexibility to work evenings, weekends, and holidays as needed.

Computer Skills

* Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and Outlook.
* Ticketing System knowledge, preferably Tessitura.
* Familiarity with point-of-sales systems for processing transactions.

Physical Job Requirements

The physical requirements and demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* This position will require sitting for extended periods, standing, bending, and walking, as well as using fine motor skills, such as finger dexterity for typing.
* Occasionally lifting and carrying up to 50lbs. or more.
* Ability to stand up to four hours or more per shift with a scheduled break.
* Ability to operate a computer keyboard and mouse, and to handle other office equipment.
* Ability to physically stand, walk, and climb stairs on a consistent basis.
* Vision abilities include close vision, distance vision, and the ability to adjust focus to effectively use mobile devices, and electronic devices such as tablets, iPads, and computer screens.
* This position could be exposed to loud noises, and frequent phone conversations, and requires average to above average visual acuity and hearing.
* Most of this job will be performed indoors in a climate-controlled environment.

Certificates, Licenses, Registrations

Must be able to qualify for licenses and permits if required by federal, state, and local regulations during the course of employment.

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.

Pay Transparency

To encourage pay transparency, promote pay equity, and proactively address regulations, The Smith Center for the Performing Arts will comply with all applicable state laws or regulations that require employers to provide wage or salary range information to job applicants and employees. The hourly rate for this position is $21.00 per hour plus benefits, including insurance plans as applicable.

With a career at The Smith Center for the Performing Arts, you really benefit We offer:

* Creative and collaborative work culture
* Competitive compensation
* Hybrid work schedule - combining on-site and remote work.
* Comprehensive health, dental, and vision insurance plans
* Employee Assistance Program- including counseling, wellness programs, and financial support services.
* Flexible Spending Account (FSA) & Health Savings Account (HSA) options to help you save on eligible medical expenses with pre-tax dollars.
* Generous Paid Time Off Plan
* Paid Holidays and Personal Holiday Time
* 401(k) retirement savings plan eligibility on your start date with employer match
* Employer-paid disability insurance coverage
* Supplemental benefits are offered such as accident, critical illness, hospital indemnity coverage, pet insurance, and employee-only discounts.
* Safe and paid parking on-site
* Training and career growth opportunities
* Exclusive early access, employee discounts, and complimentary tickets to world-class performances and events.
* Discounts on Starbucks products and merchandise

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 talents are the cornerstones of a strong and flexible organization.

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