What are the responsibilities and job description for the Assistant Manager, Box Office position at Horace Bushnell Memorial Hall?
Broad Function:
This fast-paced job provides exceptional customer service to patrons by answering phones, responding to questions and feedback via Salesforce, processing ticket orders via phone or with direct public contact, and general office support.
Duties and Responsibilities:
- Handle financial responsibilities, deposits, end-of-day reports, credit card settlements and show settlements.
- Supervise part-time staff on duty.
- Communicate and model exceptional customer service attitude to staff.
- Support off-site/remote ticketing ventures such as consignment ticketing with local arts organizations.
- Manage internet communications and customer relations via Bushnell website.
- Coordinate ticketing for interpreted performances with Front of House staff.
- Use the ticketing software program to help patrons with choosing seating locations and purchasing tickets.
- Provide welcoming, accurate and timely service to customers attending performances or requesting ticket information.
- Maintain a high level of customer service, including during stressful situations, such as when dealing with many customers and handling complex customer service situations.
- Is well acquainted with dates, times and prices and synopsis of current and future performances. Answer questions concerning ticket rates, subscriptions, memberships, and provide information concerning coming attractions, events, directions, and general information.
- Deal with a variety of payment methods including cash, checks, credit cards and gift certificates. Reconcile individual sales drawers at the end of the business day and runs reports as necessary.
- Ensure accurate processing of subscription orders and renewals (via phone, fax, or mail/email) including single ticket sales, partial payments, and flexible packages.
- Professionally enforce customer policies: exchanges, refunds, lost tickets, latecomers, and other relevant patron issues.
- Assist in the cancellation of performances including notifying the public and arranging appropriate ticket exchanges or refunds for subscribers and single ticket purchases.
- Keep management informed of customer service issues.
- Perform general administrative duties to facilitate the smooth running of the Box Office.
- Input and maintain patron information in ticketing system and Salesforce
- Develop and maintain relationships with patrons, staff, and vendors to provide a personalized experience.
- Showcase the ability to communicate and interact with guests with the goal of building an inclusive guest experience.
- Promote and sell various benefits, offerings, and services.
- Connect with guests by engaging in friendly and genuine conversation throughout each transaction; asking open-ended questions about the guest's experience and using those questions to assess, understand, and determine how to tailor his/her approach.
- Ability to multitask selling tickets in the ticketing software and entering patron information in Salesforce simultaneously.
- Consistently and continuously identify and implement AI tools and emerging technologies that streamline workflows, enhance individual productivity, improve data analysis, and increase the overall efficiency and impact of organizational operations.
- Perform other duties as assigned.
Education, Experience and Skills:
- High school graduate or equivalent with at least 2 years’ box office and customer service experience.
- Attention to detail.
- Ability to successfully multitask with multiple priorities.
- Must have the ability to blend problem solving and decision making to positively impact the guest experience and resolve guest concerns.
- Ability to remain calm in stressful situations when interacting with patrons, donors, and co-workers.
- Team player with exceptional collaboration, interpersonal communication, flexibility, positive attitude, and problem-solving skills.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to sit and stand and may be required to visit other work areas. While performing the duties of this job, the employee is required to talk and/or listen. The employee must have the ability to maneuver around the facilities. The employee may be required to use computers, keyboards, telephones, and other office equipment. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. May be required to read a high volume of written materials and a computer screen. Must have the ability to coordinate several activities simultaneously. Is required to be able to handle stressful situations in a calm, professional manner. The employee may occasionally lift and/or move up to 30 lbs.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate. During certain events, considerable movement around the facility, exposure to crowds and loud noise may be encountered.
Equal Employment Opportunity
The Bushnell strives to build and sustain an equitable and inclusive work environment where cultural diversity is celebrated and valued. We believe that a diverse workforce, reflective of the communities we serve, helps us become a stronger community partner. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital or family status, sexual orientation, or gender identity.
General Information
The above statements are intended to describe the general nature and level of work performed by individuals assigned to the position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. The Bushnell reserves the right to change or modify the employee’s job description, whether orally or in writing, at any time during the employment relationship. The Bushnell may require an employee to perform duties outside his/her normal job description.
The Bushnell is a Not-For-Profit, Equal Opportunity Employer proud to serve Connecticut and its citizens.
Salary : $53,000 - $55,000