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Box Office Supervisor
2 months ago
Dr. Phillips Center, Orlando, Florida, United States of America
Job Description
POSITION SUMMARY
The Supervisor, Box Office will lead the daily operation of a customer-focused, high-volume Box Office team that emphasizes customer service and operates in a financially sound manner to meet the needs of the Dr. Phillips Center for the Performing Arts, its presenters, and guests.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
Lead the day to day Box Office activity, to include oversight of the Box Office Ticket Agents. Direct colleagues on their work assignments. Assist in direction, communication and reporting with call center vendor.
Interview, select, train, schedule, supervise, counsel and evaluate performance of team (Lead(s) and Box Office Agents) for the efficient operation of the department.
Setup and breakdown of box office areas on the night of a show or performance. Assist with Will Call and troubleshoot any ticketing issues to effectively resolve guest concerns.
Remains knowledgeable on Programming schedule and ticket sales plan. Provide clear and timely communication to Box Office Ticket Agents regarding performance promotions, discounts, on-sales, and performance calendar.
Support group sales efforts through order placement, processing and fulfillment.
Proactively assist customers and associated staff with first call/contact resolution with customer service issues and inquiries in a professional and timely manner.
Verify subscription season and individual events in ticketing system for accuracy and quality assurance.
Daily financial reconciliation and weekly vault reconciliation. To include: counting cash banks and verifying credit card sales. Reports all inaccuracies to managers and Finance immediately. Takes corrective action with direct reports when necessary.
Assist in the organization, mailing, and fulfillment of single ticket orders.
Assist in the maintenance of database information in accordance with established practices and protocol.
Maintain a professional and friendly relationship with other departments, colleagues and partners.
Follow and support all operational policies and procedures. Assimilate into the arts center culture through understanding, supporting and demonstrating the core values.
Ability to deal effectively with internal and external customers, some of whom will require high levels of patience, tact and diplomacy. Able to remain calm under pressure. Maintain Dr. Phillips Center standards of customer service at all times.
Other duties as assigned.
KNOWLEDGE AND EXPERIENCE
At least two years of experience in a Box Office environment working with computerized ticketing software. Knowledgeable in all aspects of the Box Office Ticket Agent role and the ability to work in that capacity as needed.
At least 6 months of supervisory experience.
Proficient in Microsoft Office Suite including Outlook, Word, Excel, and PowerPoint.
Previous experience handling cash and credit cards responsibly and accurately. Follows all PCI procedures to safeguard client data. Must be able to complete moderately complex mathematical calculations.
Ability to comprehend complex situations and identify successful resolutions. Strong ability to adapt to change, work effectively under pressure, and produce accurate results in a fast-paced environment.
Excellent verbal and written communication skills; knowledge of a second language is a plus.
Prior Performing Arts Front of House experience or other related theatrical-based experience is a plus, as well as an interest and passion for the performing arts.
Highly enthusiastic, positive-minded, customer focused, service and detail oriented. Strong organizational skills with the ability to multi-task to meet time-sensitive deadlines.
SPECIAL CONDITIONS OF EMPLOYMENT
This position requires the ability to work a variable schedule, evenings, weekends, and holidays to meet operational needs.
Dr. Phillips Center participates in an employment electronic eligibility verification program through E-Verify.
Dr. Phillips Center, Orlando, Florida, United States of America
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