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Box Office Representative

2 weeks ago

Fort Lauderdale, Florida, United States Broward Center for the Performing Arts Full time

POSITION SUMMARY

The Box Office Representative – EV sells and processes tickets during events and over the phone and assists customers with additional questions or information as needed.

ESSENTIAL FUNCTIONS

  • Assist customers with the purchase of event tickets utilizing computerized ticketing systems at Box Office windows or on Customer Care Center phone lines.
  • Provide general venue and ticketing information for Broward Center and all affiliated venues utilizing internal intranet and ticketing systems.
  • Contribute to the monitoring, response or forwarding of inquiries received from websites(s) Contact Us form submissions in a timely manner.
  • Enter accurate guest information when creating accounts and maintain Customer Contact communication logs and memos in ticketing and phone systems where applicable to facilitate accurate statistical data.
  • Distribute will-call tickets and assist patron(s) with accessing digital tickets.
  • Maintain proper corporate etiquette to assist in answering all customer questions with accuracy and confidence, and forward questions, which require knowledge and authority above the role of Box Office Event Staff, to a lead or supervisor to resolve customers' concerns.
  • Provide feedback to lead or supervisors to enhance customer service opportunities.
  • Will attend all necessary internal meetings and training sessions to provide and receive accurate and timely communication regarding the coordination of the Ticketing Department's initiatives/objectives.
  • Complete additional duties as assigned.

CORE COMPETENCIES

  • Customer Focus- Understand the needs of the customer (internal & external) and act accordingly to create an exceptional experience.
  • Teamwork- Work as a collaborative member of a group contributing to the overall mission, strategies and goals.
  • Accountability- Take ownership of deliverables and actions and contribute value to the organization.  Accept responsibility for actions and outcomes.

KNOWLEDGE AND ABILITIES

  • Able to maintain a physical presence at designated work location, maintain regular attendance and punctuality and work a flexible schedule including nights, weekends, and holidays, when required.
  • Able to communicate effectively in English, both in writing and verbally, Spanish a plus.
  • Able to maintain a consistent work schedule with a minimum availability of 4 shifts a week as needed.
  • Able to travel to affiliated venues within Broward County and North Miami as scheduled.
  • Ability to handle cash and to use the main office phone console.
  • Able to demonstrate sound judgment, integrity, and ethical behavior in all daily activities.
  • Ability to work well in a fast-paced environment, adapt to changes, and complete work assignments.
  • Exhibit excellent customer service and appropriate, professional, and corporate demeanor, considerable tact, and courtesy when interacting with members of the public in a variety of situations.
  • Understanding of ticketing systems a plus, Ticketmaster, Archtics, Account Manager preferred.
  • Skilled in data entry and able to navigate multiple software applications simultaneously.
  • Able to escalate issues in a timely fashion to maintain customer satisfaction internally and externally.
  • Able to respond to customer inquiries at the window and on the phone.
  • Knowledge of PACA's policies and procedures, especially regarding security.

SUPERVISORY RESPONSIBILITIES

  • N/A

DESIRED EDUCATION AND EXPERIENCE

  • High School or High School equivalent