Box Office Manager

JOB DESCRIPTION

TITLE: Box Office Manager

REPORTS TO: Director of Patron Services

SUPERVISES: Box Officers

EMPLOYMENT TYPE: Full Time, Non-exempt (32-40 hours)

SCHEDULE: Wednesday-Saturday 2p-8p are regular onsite hours for this position. Other working
hours are flexible and may vary. Some hours can be remote.

DATE REVIEWED: 11/24/23

POSITION OVERVIEW

The Box Office Manager is responsible for managing box office operations and ensuring a welcoming, friendly and professional environment for our patrons, performers, teachers, staff and volunteers. The Box Office Manager oversees Box Office operations, helps to build ticketed performances in Tessitura and TNEW, ensures that Customer Service Issues are addressed timely and resolved satisfactorily and efficiently, completes in person, phone and mail ticket orders for our patrons and provides support for Tessitura and Livestream projects as assigned.

RESPONSIBILITIES

60% Box Office Management & Operations

Management

• Supervise Box Office operations in a fast-paced environment
• Develop monthly Box Office staffing schedule (issued 20th of month preceding)
• Provide Tessitura support to Box Office staff for customer questions or technical issues which arise on daily basis
• Provide Customer Service support to Box Office staff, including staff check-ins
• Maintain organization of Box Office facilities & proper functioning of Box Office and event operations equipment, including:
• Box Office computers
• Ticket printers
• EMV devices
• Ticket scanners
• Box Office window microphones
• Assisted Listening Devices

Ensure all devices are functioning properly and that backup procedures and/or spare devices are readily available in emergency. Order and maintain ticket stock.

• Ensure communications of box office related issues among Box Officers and with other Freight staff as appropriate
• Update and maintain Box Office desk procedures and training manual

Operations

• Greet patrons, field phone, email, and in-person inquiries
• Sell tickets and process donations via our ticketing platform, Tessitura, to customers either in-person, over the phone, or who have sent in mail orders
• Complete ticket refunds, donations, and exchanges, tracking all such requests using the CSI (Customer Service Issue) system within Tessitura
• Complete student registration for classes and workshops offered by the Freight & Salvage
• Ensure daily cash receipts and cash reports are accurate and submit them to the Finance Department
• Make bank deposits as necessary
• Provide support to Event and Operations Managers before, during, and after shows, including timely and accurate Tessitura reports and ticket scanner troubleshooting
• Knowledgeable about selected event marketing and donor pre-sale strategies, including attendance to a weekly Zoom meeting.
• Assist our Marketing team with updating our marquee if needed

30% Tessitura-Related

• Provide support for Freight staff and volunteers for ticketing-related Tessitura problems
• Help to build and perform maintenance on ticketed events in Tessitura and TNEW (e-commerce website)
• Oversee and manage Customer Service Issue process workflow, including:follow up on open CSI’s (weekly)

review CSI statistics (monthly), and
managing CSI categories and activities (quarterly/semi-annually)

• Assist with Tessitura projects as assigned, including: Discovery, development, testing, process workflow and documentation & training for Tessitura ticket-related system enhancements

Testing and acceptance of Tessitura and TNEW version upgrades using in-house developed standard test scripts for ticketing related tasks

• Other duties and special projects as assigned by Director of Patron Services

10% Organizational Engagement

• Attend and participate in weekly marketing, monthly all-staff, and monthly Box Office team meetings
• Identify, propose, and participate in professional development opportunities

DISCLAIMER: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

SKILLS, KNOWLEDGE & ABILITIES

Required

• Minimum three (2) years’ customer service experience, preferably in non-profit or live entertainment
• Experience with Tessitura or equivalent Customer Relationship Management software required
• Ability to contribute to a welcoming, friendly, patient, and professional atmosphere
• Ability to perform multiple assignments simultaneously while prioritizing tasks with competing deadlines and under minimal supervision
• Initiative and ability to work both independently and as part of the Box Office team to achieve department and organizational objectives
• Excellent written and verbal communication skills required
• Ability to operate standard office equipment and keyboards
• Strong attention to detail
• Background check required

Preferred/Desirable

• Prior staff supervisorial experience
• Understanding of cash controls and payment processing techniques
• Proficiency with Macs, Microsoft Office, and Google software
• Experience, appreciation, or familiarity with performing artists and traditional music
• Demonstrated commitment to valuing diversity and contributing to an inclusive and learning environment
• Occasional overtime

EQUAL OPPORTUNITY EMPLOYER STATEMENT

The Freight and Salvage is an equal opportunity employer committed to providing equal opportunity to its employees and applicants for employment without discrimination on the basis of race, religion, gender identity or expression, sexual orientation, age, disability, or any other reason unrelated to ability to perform the position. This policy applies to every aspect of employment, including but not limited to hiring, advancement, transfer, demotion, termination, compensation, benefit, training and working conditions.

Job Type: Full-time

Pay: $28.00 - $31.00 per hour

Expected hours: 32 – 40 per week

Benefits:

• 401(k)
• Flexible spending account

Schedule:

• 4 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $28 - $31