Development and Customer Support Coordinator

Job Summary/Purpose

This position will support SigPro’s patrons, donors, and other customers as they interact with our venues, productions, and ticketing partner. This role will be responsible for building and monitoring events in SigPro’s ticketing platform and will also provide general pre-sales and post-event support for patrons and donors. This position includes supervising a group of volunteers throughout community engagement opportunities, including training and scheduling volunteers, as well as the program's growth. Lastly, this role is intended to support our organization's development and fundraising efforts, including, but not limited to, data management, communications, and community outreach.

Essential Functions and Responsibilities

Duties and responsibilities for this position include the following; While this is intended to be an accurate reflection of the current job, Management reserves the right to revise the job or to require that other or different functions to be performed when circumstances change or exigencies require (this includes but is not limited to emergencies, changes in personnel, workload, rush jobs or technology developments)

• Build events in SigPro’s ticketing platform according to information provided by The Sharon Booking Manager and The Studio Production Manager, and ensure prices & fees, seat holds & kills, on-sale dates, promo codes, and the like are accurate and ready for sale to patrons.

• Interface and support SigPro Marketing and The Villages Entertainment (TVENT) to ensure that all graphics, copy, and other marketing materials posted on TVENT’s ticketing websites are accurate and consistent with contracting and artistic vision as provided by our Booking Manager and Artistic Direction.

• Liaise between SigPro and TVENT to ensure that representatives, management, and leaders at Box Office and other venues are aware of SigPro’s offerings and can act as conduits for patrons who would like to learn more about SigPro and its mission.

• Interview, onboard, and train volunteers to the SigPro Pro program. This role will help facilitate the growth of the program by scheduling consistent volunteer participation at community engagement events to provide a SigPro presence within the community (including and not limited to monthly Lifestyle Expo’s).

• Rotate and be a presence at monthly Lifestyle Expos along with leadership and SigProPros.

• Provide knowledge, information, and support to volunteers filling SigProPro shifts as they either respond to or triage and assign customer requests for staff response/intervention.

• Process and support all comp ticket programs, both internal and external. Including and not limited to customer support actions, donor benefits/exclusive events, and The Villages sales department voucher program.

• Manage and organize communications and requests received through our Customer Relations Management (CRM) platform.

• Respond to (within SLA guidelines) and/or assign for response from internal staff any escalated customer requests regarding pre-sales, seating inquiries, ADA accommodations, feedback, refunds, donation and sponsorship questions, premium services (The Sharon Lounge, private tours, etc.) and the like.

• Occasionally host or co-host “white glove” patrons, donors, and prospects at performances and special events.

• Assist Development with providing invoices and contracts for rentals of our Private Lounge.

• Assist Development with data management and fulfillment for donor contributions within our data management platforms. Including and not limited to the input of POS donations from our ticketing platform to our internal donor management platforms.

• This role includes data management and analytics building within our ticketing platform to support internal and external operations, financial audits, and required reporting.

• By requirement and need, this role includes involvement in the annual fundraising gala committee participation, setup, and attendance.

Supervisory Responsibilities

• This position includes supervising a group of volunteers throughout community engagement opportunities, including training and scheduling volunteers, as well as the program's growth.

Minimum Requirements

• Associate’s degree and three years’ experience in hospitality, communications, theatre management, data management, or a similar field required.

• Experience with box office management or ticketing software, especially Tessitura, preferred.

• Two or more years’ experience providing VIP/white glove hospitality service.

• Generally, regular hours are a perk of this position; however, the role does occasionally require working evenings and weekends with advance notice.

• Prompt and regular attendance is a requirement of this position.

• Excellent written and oral communication skills with supervisors, peers, and internal and external clients.

• Intermediate literacy with technology, including and especially the ability to communicate effectively in a Microsoft 365 ecosystem.

• Ability to foster a safe, humane, collaborative, organized, respectful, and energized work environment with a positive attitude and a sense of humor.

• Work with intermediate mathematical concepts, identify and analyze trends in data, call reports, and the like.

Typical Physical/Mental/Environmental Demands

• A broad range of physical movement, including prolonged sitting, standing, reaching, twisting and turning, kneeling, bending, squatting, and stooping in the performance of daily activities.

• Grasping and gripping, repetitive hand movement, and fine coordination in operating equipment, using tools, and preparing written material.

• Near and far vision in reading, operating equipment, and viewing productions.

• The need to be able to lift, drag, and/or push materials weighing up to 50 pounds using appropriate tools.

• There is a moderate level of noise possible in the work environment. There are instances when the employee experiences wet or humid conditions and may be exposed to theatrical haze, fog, and strobe effects.

Please note the start date for this position is May of 2026.