Full Time Audience Services Associate - Steppenwolf Theatre Company

Full-Time Audience Services Associate



Steppenwolf Theatre Company is seeking candidates to join its team of highly skilled Audience Services Associates. Audience Services Associate maintains Steppenwolf's smooth and efficient customer service while assisting patrons with all ticket-related transactions using Tessitura CRM. All associates serve as a resource for questions about the Steppenwolf experience, assisting patrons by phone, email and in person; however, the full-time Associate also provides guidance, support and supervision to their colleagues when requested, assisting them in day-to-day box office tasks. Evening and weekend hours are required. A laptop and other necessary equipment will be provided.



This position reports to the Audience Services Manager and Supervisor and works as part of a team of trained associates. Paid training will be provided.





Areas of Responsibility:

• Using 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

• Serve 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

• Prepare and work will-call shifts, packaging, distributing and re-printing tickets, assisting with line management and directing patrons around campus

• Take on some supervisory responsibilities when requested: project manage ticket processing and data entry projects (comp request documents etc.); serve as Lead Associate at an increased pay rate, answering Associate questions, performing minor technical troubleshooting, and serving as point of escalation for difficult interactions

• Other ticket processing, patron communication and database hygiene: assist Audience Services with other data entry, ticket and membership processing as requested, make occasional informational outbound calls to patrons



Successful candidates will be able to:

• Be patient and solve problems independently, maintaining a calm demeanor

• Multi-task while paying close attention to details

• Learn and retain policies and procedures

• Adapt quickly to changing procedures and new information



Desired Qualifications:

• Customer service experience, preferably in a box office or other fast-paced setting

• Computer proficiency including use of Microsoft Office, instant messaging and web browsers

• Superior phone skills and confidence interfacing with the public

• Ability to multi-task and handle complex questions with confidence

• Experience with ticketing software preferred; Tessitura experience is ideal but not required.



Compensation:

Salary range: $15.25 an hour with excellent benefit package for full time employees, including medical, dental, vision insurance, short-term and long-term disability insurance, life insurance, vacation pay, paid sick time, personal days, Ventra transit benefit program, employee assistance program and 401(k) matching retirement program.



How to apply:

Interested candidates should submit a resume and three references by following this link by 01/06/22.



NO PHONE CALLS OR EMAILS PLEASE



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: $15.25/hr