What are the responsibilities and job description for the Box Office Manager position at Broward Center for the Performing Arts?
Job Details
Description
POSITION SUMMARY
The Box Office Manager provides the highest levels of service to guests at all points of contact and manages the daily Box Office operations and staff for the Broward Center for the Performing Arts, The Parker, and Rose & Alfred Miniaci Performing Arts Center. This includes supporting the Customer Care Center, Group Sales, Development, Aventura Arts & Cultural Center Box Office and assisting internal departments with ticketing needs.
Essential Functions
Description
POSITION SUMMARY
The Box Office Manager provides the highest levels of service to guests at all points of contact and manages the daily Box Office operations and staff for the Broward Center for the Performing Arts, The Parker, and Rose & Alfred Miniaci Performing Arts Center. This includes supporting the Customer Care Center, Group Sales, Development, Aventura Arts & Cultural Center Box Office and assisting internal departments with ticketing needs.
Essential Functions
- Assist the Senior Manager of Ticketing Services & Sales to oversee all aspects of the Box Office staff including recruiting, hiring, training, coaching, and performance management while working with Department Director and Human Resources to ensure staffing decisions and actions are consistent with organizational goals.
- Manage day-to-day operations of the Box Office including oversight of internal and external single ticket orders, service requests, scheduling, submitting, and approving of bi-weekly payroll, and compiling of reports for internal and external customers.
- Assist the Senior Manager of Ticketing Services & Sales to oversee box office settlement process to ensure timely and accurate reconciliation.
- Collaborate with the Customer Care Manager in the creation and upkeep of ticketing standard operating procedures, training documentation, and staff work streams for monitoring, response or forwarding of ticketing inquiries received from all points of contact in a timely manner.
- Collaborate with the Customer Care Manager to ensure that staff are accurately tracking and maintaining customer service standards in Customer Contact logs and ticketing/phone system memos to facilitate accurate statistical data collection.
- Manage Box Office guest experience during regular hours and events by supervising part time representatives in assisting guests with will-call, purchasing or exchanging single and subscription tickets when needed, and assisting in accessing digital tickets.
- Maintain cash in Box Office safe and inventory counts and ordering of supplies such as wrist bands, ticket stock, and location passes and assist direct supervisor to maintain ticketing equipment such as ticket printers, computers, and EMVs.
- Assist direct supervisor as secondary contact for Ticketmaster Client Center to address and resolve customer service issues.
- Work with direct supervisor and Ticketing System Specialists to manage inventory control processes including the placement and release of internal and external holds and reserved tickets, and allotment exchanges between PACA partners, Platinum teams, and artist third party ticketing companies to maximize gross potential.
- Maintain proper corporate etiquette to assist in answering all customer questions with accuracy and confidence and collaborate with internal departments and staff to facilitate positive guest experiences at all points of contact to help to address customer service issues, improve processes, and maximize revenue potential through customer retention.
- Maintain current knowledge of available technology and ticketing operations to assure competitive advantage in the industry.
- Listen and act on feedback from staff to enhance processes and customer service opportunities.
- Provide on-call and on-site support for Customer Care Center and Box Office event coverage as needed and assigned.
- Complete additional responsibilities as assigned.
- 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 for deliverables and actions and contribute value to the organization. Accept responsibility for actions and outcomes.
- Able to maintain a physical presence at designated work location, maintain regular attendance, punctuality, and work a flexible schedule including nights, weekends, and holidays, when required.
- Able to communicate effectively in English, both in writing and verbally.
- Able to manage all aspects of the Box Office operations including developing and implementing quality assurance programs, training, checklists, and metrics.
- Able to travel to affiliated venues within Broward County and North Miami, as scheduled.
- Strong cash handling skills.
- Able to demonstrate sound judgment, integrity, and ethical behavior in all daily activities.
- Able to work well effectively and efficiently in a fast-paced environment, adapt to changes, work on multiple projects simultaneously, set priorities, and meet short deadlines with limited supervision.
- Exhibit appropriate, professional, and corporate demeanor, considerable tact, and courtesy when interacting with members of the public in a variety of situations.
- Expert understanding of ticketing and relationship management systems; Ticketmaster, Archtics, Account Manager preferred.
- Proficient at navigating multiple software applications and Microsoft Office products simultaneously.
- Strong at problem-solving, conflict resolution, and escalating issues in a timely fashion to maintain customer satisfaction internally and externally.
- Proficient at responding to customer inquiries from web contact forms, emails, and phone calls while maintaining customer contact documentation in accounts and data logs.
- Experience in and enthusiasm for hiring, training, scheduling, and managing staff.
- Knowledge of PACA's policies and procedures, especially regarding security.
- Box Office Supervisors, P/T Customer Care Representatives, P/T Box Office Event Staff
- Minimum of 3 years experience and a proven track record in box office operations and sales.
- AA/AS Degree or Higher preferred or equivalent combination of training and experience.