Box Office Manager

Bergen Performing Arts Center is seeking a full-time Box Office Manager to oversee all ticketing operations and ensure a high level of customer service for patrons. This role is responsible for building and managing events in ticketing systems, coordinating on-sales, reporting, and inventory, and working closely with internal departments and external partners.

The Box Office Manager will supervise staff, manage daily box office operations, handle customer service issues, and support revenue generation through pricing, promotions, and group sales. This position plays a key role in delivering a smooth ticketing experience in a fast-paced live event environment, with evening and weekend hours required.

Duties and Responsibilities

Responsibilities Include

• Build shows (presented, cultural, rentals, etc.) into both the Ticketmaster and Archtics platforms
• Work with Programming Department to coordinate building and managing of all events
• Set up & manage event on-sales and sales reporting, and produce all box office reports as needed
• Build and manage special qualifiers, presales, promotions & discounts
• Manage and submit Platinum inventory to Ticketmaster Pricing Team, monitor ticket demand, adjust pricing & inventory as needed. Act as point contact for all increased ticket revenue options
• Manage all ticketing inventory including membership, development, platinum, marketing, programming & artist
• Work with Marketing, Development, and Programming staff to coordinate holds and other promotions
• Assist Development department by acting as a membership concierge for ticket sales
• Help recruit, manage, train and ensure retention of ticket services staff
• Create & maintain weekly Box Office staff schedule and daily communications
• Oversee box office operations ensuring accuracy and timeliness which includes ticketing system, daily sales orders and their reconciliation, sales receipts, daily safe drops, maintenance of accurate records of all transactions
• Communicate directly with Ticketmaster for any event build or software implementation issues
• Manage user privileges, create new users and reset passwords as needed
• Manage box office call projects for cancelled and rescheduled events, including tracking responses
• Process all refunds, credits and donations generated from cancelled and rescheduled events
• Work shows/events and make sure that tickets are ready, scanners are working, and house management receives assistance with seating or customer service-related issues.
• Act as primary liaison between patrons and House Management Staff for all ticketing matters
• Resolve escalated customer service issues to assist Box Office Associates
• Generate nightly sales reports and any additional reports required for show settlements
• Produce various box office, artist sales, and finance reports as requested
• Oversee/manage customer service email accounts
• Manage all aspects of Group Sales including communications, outreach, ticket sales, and invoices
• Coordinate Education Events with the bergenPAC Performing Arts School, including managing School Time Series
• Communicate directly with Artist representatives, set up automated ticket reports, ticket holds/distribution/releases, and other additional information as needed
• Design and maintain Customer Service standards for all staff in conjunction with the Director of Ticketing
• Manage and prepare timesheets for HR
• Process Performing Arts School & Rental payments
• Co-manage Arts Access program, including communications, tracking requests & processing tickets
  
  

Requirements

Requirements:

2 years’ experience in a Box Office or ticketing management role.

• Proficiency with Microsoft Office and/or Google Docs.
• Proficiency with modern Box Office Ticketing software.
• Strong Customer Service skills.
• Ability to collaborate with team members in a fast-paced environment.
• Strong written and verbal communication
• Night and weekend shifts required as assigned
  
  

Preferred Skills

• Experience with Ticketmaster systems (Archtics, Host, TMOne).
• Music/Concert venue experience a plus.
• Not-for-profit arts experience strongly preferred