Box Office Operations Coordinator

Date Posted: November 4, 2020

Deadline: October 16, 2020

Organization: Newberry Opera House

Location: Newberry

City: Newberry

Website: View Website

Job Type: Full Time

Wages/Salary: This Position is Salaried with Benefits

Requirements:

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies.

  • Job Knowledge: – Competent in required job skills and knowledge; exhibits the ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
  • Cooperation: – Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.
  • Delegation: – Delegates work assignments; Matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities; provides recognition for results.
  • Problem Solving: – Identifies and resolves problems promptly; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
  • Teamwork: – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts the success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.

 

EDUCATION/EXPERIENCE:

  • Process and manage inbound group sales orders and invoicing. Train a backup CSR.
  • Write shift notes for the week to keep communication updated from shift to shift.
  • Draft a monthly work schedule for T&GSM approval.
  • Review of timesheets for box office personnel except your own.
  • Review rounds sheet to make sure they are completed each day. Report any anomalies or maintenance issues.
  • Make sure equipment such as iPad, phones, and scanners are always up to date and charged for upcoming shows.
  • Review and manage reservations.
  • Review and manage the day of show prep such as making sure concessions is sanitized, artist merchandise tables are ready, phones are charged, will call is prepped etc.
  • Overseeing batch printing including mailing of tickets and maintenance of will call.
  • Review and manage Ambassador staffing for concessions.
  • Coordinate with Tour Guide Captains to make sure tour guide shifts and special scheduled tours are manned and time is recorded correctly.
  • Supervise night or day of show shifts when called upon. Maintain show data spreadsheet
  • Maintain updated closing procedures and make sure closers are trained and retrained as needed.
  • Ability to work a flexible schedule including days, evenings, weekends, and holidays
  • Uses good judgment and critical thinking skills to effectively problem-solve while also understanding what situations should be elevated for additional feedback
  • Must follow internal controls and security protocols
  • Must adhere to Employee Handbook and the policies and procedures set forth by the Newberry Opera House.
  • Subject to a background check annually
     

PHYSICAL REQUIREMENTS:

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

  • While performing the duties of this job, the employee is regularly required to sit and talk and hear. The employee is frequently required to use hands to finger, handle, or feel.
  • The employee is occasionally required to stand; walk and reach with hands and arms.
  • The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
  • Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
     

ADDITIONAL INFORMATION:

  • While performing the duties of this job, the employee is regularly required to sit and talk and hear. The employee is frequently required to use hands to finger, handle, or feel.
  • The employee is occasionally required to stand; walk and reach with hands and arms.
  • The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
  • Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

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

Job Description:

CORE RESPONSIBILITIES: Other duties may be assigned.

 The Box Office Customer Service Representative is the first touchpoint for our guests and will work directly with seasonal staff and other representatives to give the most gracious hospitality in the industry.  This position deals with all Box Office Operations.

  • Maintain current and in-depth knowledge of schedule, events, and all sellable items and updates. Effectively communicate knowledge of all Newberry Opera House events (cross-selling & upselling)
  • Lead brief shift meeting updates at the beginning of each shift on days when working.
  • When needed provide retraining to CSR’s on the highest level of customer service and sales techniques
  • Keep an inventory of ticket stock, ticket envelopes, and office supplies. Report low stock in a timely manner.
  • Greet visitors and monitor lobby. Give tours if tour guides are not available and staff can be spared from the box office.
  • Work in a speedy manner to ensure that customer queues are served quickly and wait times are minimal. Handle customers in lobby first, but keep a close watch on any messages left on voice mail.
  • Close and balance - Delve into any evident discrepancies and ensure that they are resolved before the end of the shift.
  • Monitor artist and box office holds.
  • Help maintain order and ensure adherence to safety rules.
  • May be responsible for making outgoing calls as assigned to make guests aware of schedule changes, to collect balances due, or for marketing purposes.
  • Settle seating disputes or help solve guest concerns.
  • Assist with printing and processing of donor, patron, and group ticket orders.
  • Check for any patron misselection of tickets online (not side by side)
  • Monitor reservations especially for upcoming performances.
  • Assist with maintenance of the ticketing system, including performance and product proofing and verifying event information
  • In collaboration with the Ticketing & Guest Services Manager, identifies and implements necessary and appropriate staff training including the preparation of Standard Operating Procedures and maintenance of manuals and procedural notebooks. Helps prep for staff meetings.
  • Field, re-direct and respond to all email inquiries
  • Responsible for the secure opening and closing of the box office when on duty.
  • Serve as the primary front of house representative of the Opera House when assigned.
  • Resolve escalated customer issues and/or complaints in a timely, courteous and informed manner – feeling empowered to take action if needed. Decide which concerns should be escalated to the Ticketing & Guest Services Manager or Executive Director.
  • Assist with interviewing, hiring, and training process for Part-Time Box Office Customer Service Reps – helping to identify talent and skillsets.
  • Think proactively – trying to anticipate problems that could arise.
  • Possess in-depth knowledge of Patron Manager – a web-based CRM and ticketing system
  • Provide exceptional customer service to all patrons, clients, and internal staff.
  • Contribute to the environment of the box office by maintaining a positive attitude and genuine interest in helping others.
  • Perform other duties and special projects as assigned.
     

ESSENTIAL DUTIES FOR BOX OFFICE OPERATIONS: 

These examples do not include all possible tasks & do not limit the assignment of related tasks.

  • Process and manage inbound group sales orders and invoicing. Train a backup CSR.
  • Write shift notes for the week to keep communication updated from shift to shift.
  • Draft a monthly work schedule for T&GSM approval.
  • Review of timesheets for box office personnel except your own.
  • Review rounds sheet to make sure they are completed each day. Report any anomalies or maintenance issues.
  • Make sure equipment such as iPad, phones, and scanners are always up to date and charged for upcoming shows.
  • Review and manage reservations.
  • Review and manage the day of show prep such as making sure concessions are sanitized, artist merchandise tables are ready, phones are charged, will call is prepped, etc.
  • Overseeing batch printing including mailing of tickets and maintenance of will call.
  • Review and manage Ambassador staffing for concessions.
  • Coordinate with Tour Guide Captains to make sure tour guide shifts and special scheduled tours are manned and time is recorded correctly.
  • Supervise night or day of show shifts when called upon. Maintain show data spreadsheet
  • Maintain updated closing procedures and make sure closers are trained and retrained as needed.

 

SUPERVISORY RESPONSIBILITIES:

This job has a supervisory role of Seasonal Staff.  Reports directly to the Director of Ticketing.

 

Schedule:
Varied
Application Process:
Apply online. Follow application guidelines.
Employer Address:

1201 McKibben Street
Newberry, SC 29108
United States

Our organization does not discriminate on the basis of race, color, religion, national origin, age, sex, sexual orientation, or disability.