Audience Services Associate - Steppenwolf Theatre

STEPPENWOLF THEATRE COMPANY



For over 40 years, Steppenwolf Theatre Company has been a cultural leader in Chicago and model for theatre companies in the United States and around the w¬orld. Formed by a collective of actors in 1976, the ensemble represents a remarkable cross-section of actors, directors, stage managers and playwrights. Steppenwolf’s artistic ambitions are made possible by its incredible workforce of individuals, who help create a culture of inclusivity, collaboration and accountability. To that end, we attempt to use an anti-oppressive and anti-racist lens in our roles and everyday decision-making. Join us in this ongoing process, as we navigate our complex world together.



Steppenwolf Theatre Company is seeking candidates for part time Audience Services Associate. Steppenwolf Audience Services is dedicated to helping everyone coming through our doors feel safe, relaxed and invited. Through presenting an intentional and sincere level of service and hospitality, these positions participate in a team that is committed to cultivating a comfortable and respectful environment that upholds the dignity and experience of our audience, colleagues and guests.



Areas of Responsibility:

• Serves as the first point of contact and information for our audience, engaging them as a friendly, courteous, professional representative of the theatre

• Uses Tessitura CRM, process ticket and membership transactions for patrons by phone, in person and via email: sell and exchange tickets; sell memberships; sell gift certificates; donate tickets and cash; process ticket value from cancelled shows; assemble membership cards, gift certificates and other ticket mailings

• Coordinates with house management to resolve ticketing conflicts.

• Serves as a knowledgeable resource for patron questions by phone, email, and in person: troubleshoot virtual content, maintain knowledge of parking, accessibility, and neighborhood restaurant options and recommend ticket and membership options to suit patrons’ needs.

• Prepares and works will-call shifts, packing, distributing and re-printing tickets, assisting with line management and directing patrons around campus.

• Processes other ticket orders, communicates with patrons, and maintains database hygiene. Assist Audience Services with other data entry, ticket, and membership processing as requested, making occasional informational outbound calls to patrons.



Successful candidates will:

• Possess prior experience working in a high-volume customer service setting, preferably in a theater.

• Fast, efficient service techniques in peak service times

• A relaxed appearance and tone when interacting with guests and colleagues, which includes maintaining an unhurried pace and level modulation of voice and volume

• Effective, improvisational problem solving in ever-changing situations

• Strong time-management skills and the ability to work 15-25 hours a week

• Consistent availability on evenings and weekends, as well as during holiday seasons



HOURS OF EMPLOYMENT

Hours of employment are structured in consideration of performances, which are presented Tuesday through Saturday evenings, with matinees on Saturdays, Sundays and select Wednesdays. Extra shift availability is also occasionally available to support special events and extra programming on Monday evenings, weekdays, and weekend mornings.



Compensation:

Hourly rate is $17.60 per hour. The Steppenwolf Theatre Audience Services & Experience is governed by a collective bargaining agreement with the IATSE Treasurers and Ticket Sellers Union Local 750.



NO PHONE CALLS OR EMAILS PLEASE



About Steppenwolf:

Steppenwolf Theatre Company is the nation’s premier ensemble theater. Steppenwolf produces hundreds of performances and events annually in its three spaces: the 515-seat Downstairs Theatre, the 400-seat Ensemble Theatre and the 80-seat 1700 Theatre. Artistic programming includes a five play season; a two-play Steppenwolf for Young Adults season; Visiting Company engagements; and LookOut, a multigenre performances series. Education initiatives include the nationally recognized work of Steppenwolf for Young Adults, which engages 15,000 participants annually from Chicago’s diverse communities. While firmly grounded in the Chicago community, nearly 40 original Steppenwolf productions have enjoyed success both nationally and internationally, including Broadway, Off-Broadway, London, Sydney, Galway and Dublin. Audrey Francis and Glenn Davis are the Artistic Directors and E. Brooke Flanagan is the Executive Director. For additional information, visit steppenwolf.org, facebook.com/steppenwolftheatre, twitter.com/steppenwolfthtr and instagram.com/steppenwolfthtr.



Steppenwolf Mission:

Steppenwolf Theatre Company strives to create thrilling, courageous, and provocative art in a thoughtful and inclusive environment. We succeed when we disrupt your routine with experiences that spark curiosity, empathy and joy. We invite you to join our ensemble as we navigate, together, our complex world.

Steppenwolf Core Values:

Equity + Inclusion

Integrity + Curiosity

Courage + Collaboration

Accountability + Leadership



Steppenwolf Theatre Company is an equal opportunity and affirmative action employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Steppenwolf complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.



We strongly encourage applications from people of color and members of underrepresented groups.
Salary: $17.60 per hour