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Ticketing Operations Specialist
2 months ago
This position provides direct support to the Theatre Manager, handling all aspects of ticketing and patron services operations for the McAlpin Fine Arts Center and Hallstrom Planetarium Box Office. The successful candidate will work to maximize revenue and patron experience satisfaction through smart, effective, and efficient ticketing operations, aligned with marketing and sales strategies.
Key Responsibilities- Box Office Operations: Run day-to-day operations of the Box Office, serving as the primary point of contact for all ticketing activities, processes, and reporting. This includes ticket sales for all Performing Arts and Planetarium venues, POS cash and credit card transactions, maintaining high accuracy with all monetary transactions, balancing end-of-day sales, and running ticket reports.
- Patron Services: Answer a wide range of phone calls and in-person questions relating to the McAlpin Theatre, Hallstrom Planetarium, and Indian River State College. Assist staff and patrons with escalated issues concerning show or ticketing-related matters, resolve patron concerns in a timely manner, and troubleshoot recurring issues.
- Ticketing System Management: Master all aspects of the ticketing system, develop, implement, and build subscription seasons, packages, individual performances, and auxiliary items into the ticketing system. Build and maintain fees, offers, coupon codes, and remain knowledgeable of ticketing system upgrades, implement changes, and troubleshoot.
- Training and Development: Create operating and training guides on systems and departmental procedures. Train ticketing staff to accurately operate the computer ticketing system and other non-ticketing systems as needed.
- CRM and Reporting: Prepare and provide pre- and post-show ticket sales and revenue reports as requested. Provide support in the creation of comprehensive and ongoing reports of marketing campaigns, promotions, and activity regarding sales and audience attendance. Assist in audience surveys, collect and collate patron marketing data.
- Subscriber/Patron Database Management: Assume ownership and maintain the Subscriber/Patron database, profiles, and critical Customer Relationship Management information.
- Education: High School diploma or the equivalent required, Associate in Arts or Bachelor's Degree preferred.
- Experience: Minimum (3) years' customer service experience, minimum (3) years' work experience in cashiering, retail, and/or ticket sales.
- Skills: Customer service mindset and attitude, strong and effective verbal and written communication skills, experience in, passion for, or interest in the Performing Arts, proficiency in Microsoft Office applications, particularly Excel, and ability to learn new technology and processes.
- Physical Demands: Ability to sit, stand, walk, bend, lift, reach up, stoop, and carry items occasionally in excess of twenty-five (25) pounds, manual dexterity to operate standard office machines, and ability to work independently as well as part of a team.
