Box Office Ticket Agent

POSITION SUMMARY

The Box Office Ticket Agent is responsible for providing the Dr. Phillips Center’s guests with exceptional customer service and proactive solutions for all ticketing needs. The Box Office Ticket Agents work in a call center environment, at the walk-up box office windows, and in other customer service centered positions. The Ticket Agent represents the Dr. Phillips Center with ticket sales and answers general questions about the venue and its performances, while being polished and professional.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

• Provide superior customer service by presenting accurate event information in a timely manner through face-to-face, electronic and telephone communication.
• Process ticket sales through face-to-face and telephone communication using the Tessitura ticketing system. Prepare printed tickets and associated materials for postal processing.
• Support group sales efforts through order placement, processing and fulfillment.
• Support membership sales and retention efforts through outbound calling incentive program.
• Drive ticket and membership sales through upselling.
• Answer phones with a prompt and courteous attitude. Direct callers to appropriate staff/departments when calls are not related to ticket sales, shows or general venue information.
• Listen and understand the customer’s inquiries and ticket-related requests while responding quickly, accurately, and politely. Demonstrate the ability to personalize the customer’s experience.
• Actively assist in identifying and resolving customer service issues.
• Ability to handle cash, gift certificates and credit cards responsibly and accurately. Reconcile and balance money received at the end of each shift.
• Ability to retain information on all promotions, events, and discounts that affect ticketing prices.
• Troubleshoot Will Call issues.
• Maintain a professional and friendly relationship with other departments, colleagues and partners.
• Follow and support all operational policies and procedures. Assimilate into the arts center culture through understanding, supporting and demonstrating the core values.
• Maintain a professional and friendly relationship with other departments, colleagues, and partners.
• Able to remain calm under pressure. Ability to work effectively with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy. Maintain Dr. Phillips Center standards of customer service at all times.
• Able to effectively communicate in English in both written and oral forms.
• Other duties as assigned.

KNOWLEDGE AND EXPERIENCE

• High school diploma or General Education Degree (GED).
• At least 1 year of experience in box office operations, ticketing sales or related customer service work, preferably in a live-performance entertainment venue.
• Familiarity with computerized ticketing systems a plus. Computer literate in Microsoft Suite.
• Bilingual (English/Spanish), (English/Portuguese) a plus.
• Highly enthusiastic, positive-minded, customer focused, and detail oriented.
• Able to effectively communicate in English in both written and oral forms.
• Able to remain calm under pressure.
• Calculate basic mathematical computations and handle financial transactions rapidly and accurately.

SPECIAL CONDITIONS OF EMPLOYMENT

• Must be available for three shifts per week
• This position requires the ability to work a variable schedule, evenings, weekends, and holidays to meet operational needs.

Dr. Phillips Center participates in an employment electronic eligibility verification program through E-Verify.