Box Office and Audience Services Manager

4 weeks ago

Miami Beach, United States New World Symphony Full time
Company Description

The New World Symphony (NWS) prepares graduates of music programs for leadership roles in professional orchestras and ensembles. Since its co-founding in 1987 by Artistic Director Laureate Michael Tilson Thomas and Lin and Ted Arison, NWS has helped launch the careers of more than 1,200 alumni worldwide. In 2022 Stphane Denve was named Artistic Director of the New World Symphony. Artistic excellence, connection to audiences, engaging communities and entrepreneurial activities are pillars of the experiential curriculum. Diversity, equity and inclusion are high priorities for the NWS and are critical in the preparation of Fellows for leadership positions. NWS pursues its work in the New World Center (NWC), a Frank Gehry-designed campus that is uniquely suited to embrace the digital future of education and artistic expression.

Job Description

DUTIES AND RESPONSIBILITIES
  • Oversee the day-to-day operations of the Box Office staff
  • Open the Box Office daily during the regular Monday-Friday workweek by providing part-time staff their daily assignments, directing responses to phone messages and pulling any needed reports
  • Oversee Box Office staff during New World Symphony and rental performances as assigned; coordinate with front of house and other staff as needed
  • Prepare appropriate sales reports and cash deposits, reconcile any open issues and communicate any challenges to Senior Director of Audience and Ticket Services
  • Manage influx of ticket sales on the New World Symphony website, print tickets for Will Call or mail and resolve any customer service issues on the web
  • Provide impeccable customer service to patrons and members of the public by exhibiting a positive attitude, listening, demonstrating flexibility and resolving problems creatively and effectively
  • Assist Box Office Associates with difficult customer issues, ensuring the highest possible customer service standards are maintained
  • Complete all cash and credit card transactions with attention to detail, discretion and security and maintain confidentiality of any sensitive information
  • Work closely with Marketing & Audience Engagement and Development teams in providing special service to donors, board members and first year subscribers
  • Manage seating inventory by applying and releasing seat holds and making pricing, date and ticket text changes as needed
  • Train newly hired Box Office Associates
  • Prepare detailed weekly Box Office Data Reports for key stakeholders
  • Create, proof and execute email campaigns for ticket sales, Development, select rental events and other campaigns as needed; assist in gathering necessary information and images for email campaigns from appropriate sources; obtain cross-departmental approvals as needed for final emails prior to release; work with Box Office leadership to create and utilize patron lists in Tessitura as needed for email campaigns
  • Oversee and manage New World Symphony's newly expanded group sales efforts, including outreach to local group leaders; make presentations to groups about the program and complete all follow-up as necessary; manage bus reservations and NWS space reservations as needed for group events as well as seat assignments, payment processing and delivery of tickets to group leader
  • Perform other job-related duties as assigned
Qualifications

EDUCATION AND EXPERIENCE
  • High School Diploma or GED and a minimum of one to three years of box office customer service experience, in music or the performing arts preferred; an equivalent combination of education and experience may be considered
KNOWLEDGE, SKILLS AND ABILITIES
  • Strong verbal and written communication skills
  • Ability to interact positively and sensitively with a wide variety of personalities in various settings
  • Knowledge of ticketing and customer relationship management software required; specific knowledge of arts enterprise software Tessitura preferred
  • Ability and willingness to learn new technology and processes
  • High degree of organization and attention to detail
  • Proficient in Microsoft Office applications
  • Interest in classical music preferred, willingness to listen to and learn about classical music required
  • Passion for the mission of the New World Symphony
  • Fluency in English is required; fluency in Spanish is desired
PHYSICAL REQUIREMENTS
  • Ability to work a varying schedule, including nights and weekends
  • Ability to work onsite in Miami Beach, with the opportunity for some remote work


Additional Information

BENEFITS: NWS offers an excellent benefits package to eligible employees including medical, dental, vision, long and short term disability, life and AD&D, 401(k), generous paid time off and comprehensive flexible work arrangements program.

EEO STATEMENT: The New World Symphony is committed to creating a diverse and inclusive environment and is an equal opportunity employer. The New World Symphony prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, veteran status, genetics, disability status or any other characteristic protected by federal, state or local laws. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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