Box Office Specialist Level 1 Part-time

Description

Department: Box Office

Reports to: Box Office Manager

Compensation: $17.45 per hour

Benefits: Non-Benefits Eligible

This position is covered by a collective bargaining agreement with IATSE Local 13.

Schedule: Box Office part-time employees are expected to average four worked shifts per week, which includes at least one shift on a Friday, Saturday, or Sunday, and at least one Tuesday shift every two weeks. Hours are reflective of the dynamic schedule of the theater.

Position Summary

The Box Office Specialist provides excellent customer service to all internal and external stakeholders of the Guthrie. This position supports and is trained in box office ticket sales processing. Box Office Specialists will be familiar with front-of-house processes. All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence; Diversity, Equity, Inclusion and Accessibility; Community; and Fiscal Responsibility.

The Guthrie is an Equal Opportunity Employer. We are committed to building an equitable environment that finds strength in diversity of identity, experience and perspective. We are dedicated to hiring and developing talented teams which are inclusive and welcoming to individuals with different backgrounds, thoughts, and abilities. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.

Primary Duties and Responsibilities

The Box Office Specialist has three levels with continued learning and growth opportunities. Each level builds from the previous level. In order to advance you must be proficient in the skills and knowledge required in each level and have a strong attendance and history of punctuality. As this position progresses to the next level there will be an increase in the hourly rate. Level 1 training is approximately 15 -20 shifts.

• Operations Support
• Level 1 – Box Office Trainee

• •Attend trainings and orientations.
• •Participate in practice activities.
• •Become familiar with Tessitura Ticketing system.
• •Shadow trained staff.
• •Learn Box Office policies and procedures.
• •Assist in assembly of Box Office mailings.
• •Pass all checklists questionnaires.

Level 2 – Box Office Specialist

• •Work independently and within the team processing Box Office ticket sales in person or by phone
• •Follow all established procedures in Box Office operations with the ability to process all single ticket orders via phones, in-person or email.
• •Process gift certificates, special sales and assist in database maintenance.
• •Keep up-to-date and monitor Box Office Staff SharePoint.
• •Complete monthly refresher assignments.
• •Assist in assembly of Box Office mailings.
• •Complete other duties as assigned.

Level 3 – Season Ticket Specialist (may require interview)

• •Work with the Season Ticket and Group Sales Manager
• •Is proficient in all Box Office Specialist Level 2 duties and continues tasks satisfactorily.
• •Attend season ticket training.
• •Participate in season ticket practice sessions/sheets.
• •Process season ticket orders by mail, email or phone.
• •Complete monthly refresher assignments.
• •Assist Season Ticket and Group Sales manager as requested.
• •Complete other duties as assigned.

• Stakeholder Support
• Level 1

Become familiar with the Guthrie, theater houses, productions, special performances, offerings, and building highlights in order to share information with internal and external customers and guests accurately.

Levels 2 and 3

• •Provide exceptional customer service, taking every possible step to ensure that customers have a positive experience.
• •Use knowledge, skills, and judgment to assist customers, seeking help if something is unclear or requires additional input/assistance. Include supervisor as needed.
• •Solve customer service inquiries or issues, in adherence with Guthrie ticketing policies, when issues arise before or during a performance while maintaining excellent customer service and composure.

• Financial Support
• Levels 1 - 3

• •Follow established procedures for money-handling transactions.
• •Maintain all security and credit card standards in processing of credit card sales.
• •Process quick cash sales and accurately provide change.
• •Accurately reconcile daily shift transactions.

Talent Support

Levels 2 - 3

Assist in the training of new part-time staff by serving as a shadow shift staff. Shadow shifts require sharing of knowledge, walking through order process and monitoring of phone calls.

Strategy Support

Levels 1 - 3

• •Actively participate in meetings, activities and trainings.
• •Foster a work environment incorporating the Guthrie values of Artistic Excellence; Diversity, Equity, Inclusion and Accessibility; Community; and Fiscal Responsibility.
• •Complete other duties as assigned.

Requirements

Essential Knowledge and Qualifications

• •Demonstrated customer service experience required. Prior Box Office experience preferred.
• •Demonstrated experience with a Customer Relationship Management (CRM) system or electronic ticketing system; Tessitura experience preferred.
• •Presents a polite and professional demeanor when interacting with customers and colleagues in person, in writing or via phone.
• •Maintains composure under stressful situations.
• •Can concentrate effectively in a busy environment.
• •Demonstrates use of good judgement and knows when to inform a supervisor.
• •Can follow all emergency procedures.
• •Can lift up to 25 lbs.
• •Can sit at a computer for extended periods of time.
• •Can perform frequent keyboarding and mouse use.
• •Can maintain concentration while completing computer-based tasks.
• •Can work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater. Must be willing to average four worked shifts per week, which includes at least one shift on a Friday, Saturday, or Sunday, and at least one Tuesday shift every two weeks.
• •Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law.

When advancing to Level 2 and Level 3:

• •Demonstrates proficient knowledge of Box Office policies and consistently follows procedures.
• •Can consistently solve customer service inquiries or issues, in adherence with Guthrie ticketing policies, when issues arise before or during a performance while maintaining excellent customer service and composure.
• •Strong attendance and history of punctuality.
• •Can work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater. Must be willing to average four worked shifts per week, which includes at least one shift on a Friday, Saturday, or Sunday, and at least one Tuesday shift every two weeks.
• •Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law.

WHO SHOULD APPLY?

The Guthrie relies on the talents of many artists and staff, both on and off the stage, to create powerful works of theater at the Guthrie. We are dedicated to building an equitable environment that is mixed across lines of difference. Acknowledging that there are many identities that are underrepresented in the theater overall, the G