Patron Services Representative - McCarter Theatre Center

POSITION & RESPONSIBILITIES

McCarter Theatre Center is seeking courteous Patron Services Representatives to join the Patron Services

staff. As a member of our Ticket Office team, you will play a vital role in creating memorable experiences

for our patrons and ensuring the smooth operation of McCarter's performances. If you have a passion for

customer service, providing exceptional experiences to patrons, and sharing your excitement for the work

that McCarter produces and presents, we hope you will join our team!



LOCATION & SCHEDULE: This is an in-person position that works at both theatre venues and Ticket Office

located at 91 University Place in Princeton, NJ. Regular business hours are Monday through Friday,

balanced with weekend and evening hours based on performance schedule.



START DATE: These positions will be filled as needed.



Essential Functions & Duties:

• Actively cultivate relationships with patrons while selling and processing ticket sales in

Tessitura, including single tickets, subscriptions, group tickets, exchanges, and voucher

redemptions.

• Stay informed about all offers, promotions, and upcoming events to provide accurate information

to patrons.

• Update customer records in Tessitura with accurate details, including correct spelling of names,

mailing addresses, phone numbers, email addresses, and other relevant information.

• Assist patrons with inquiries related to their McCarter experience, including directions, parking,

nearby restaurants, hotels, and more.

• Proactively resolve customer complaints and issues before escalating them to the supervisor on

duty.

• Utilize Customer Service Issues (CSIs) in Tessitura to accurately document all communication

between the Patron Services team and patrons.

• Maintain consistent and timely awareness of institutional events, meetings, and other important

information via company communication channels.

• Attend all required training sessions as directed by the Patron Services Manager.

• Maintain clear and consistent communication within the Patron Services team.

• Perform additional tasks as assigned by the supervisor on duty, including data management and

research.

• Prioritize safe working practices while embodying McCarter's safety and code of conduct policies

to maintain a secure environment for all staff and guest artists.

• Participate in the work to make McCarter an anti-racist theater. Actively seek ways to improve our

work practices to make the Marketing, Communications & Ticketing department more equitable and inclusive, while upholding and exhibiting our stated values of “justice and joy, beauty and

belonging.”



Preferred Qualifications:

• Experience in a ticket office or similar customer service and sales-oriented setting is highly valued,

as is familiarity with CRM/ticketing systems like Tessitura.

• The ideal candidate will embody an enthusiasm for theatre and live performing arts, with particular

interest in supporting and elevating the work of global artists across many disciplines.



Work Environment:

• Led by our core values, McCarter fosters and expects a culture of care and respect for the

wellbeing of our staff. We seek individuals who share our commitment to fostering an inclusive and

supportive workplace, where diverse perspectives are valued and respected.

• Work will primarily be completed in a shared office space in our administrative office and Ticket

Office spaces, subject to HVAC cooling and heating.

• This position entails extended periods of sitting, manual dexterity for operating office equipment,

and the ability to read and interpret documents, engaging in repetitive tasks, standing, walking,

bending, and reaching within the office environment.

• This position requires phone, face-to-face, and email communication with patrons. At times, the

office atmosphere becomes energetic and noisy, especially during the hour before curtain of any

performance.

Qualifications:

• Related customer service or sales experience; cash handling and credit card transaction processing

experience required

• Experience with multi-line phone systems

• Microsoft Office literacy and accuracy

• High level of attention to detail with the ability to prioritize tasks effectively.

• Exceptional diplomacy, interpersonal, and teamwork skills; a proven track record of building and

nurturing relationships with customers and colleagues alike

• Ability to thrive in fast-paced environments, and maintain composure while making swift decisions

and solving problems

• Dedication to providing superior customer service, with a warm and welcoming demeanor that

fosters a positive experience for all patrons and guests

• A collaborative mindset, with the ability to work harmoniously with individuals from diverse

backgrounds, personalities, and work styles, always approaching challenges with optimism, civility,

and a solutions-oriented approach.

• Final candidates must successfully complete a background check

• Employees may be asked to use a personal cell phone in order to access authenticator apps and

related software necessary for work credentials/multi-factor authentication (MFA). Applicants should be comfortable using their personal devices for these purposes as part of their job

responsibilities, as workarounds cannot be guaranteed in order to access certain platforms.





This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job

described, and may be amended at any time at the sole discretion of McCarter.





TO APPLY

Please email jobs@mccarter.org with your name and “Patron Services Representative” in the subject line;

tell us a bit about you and your experience - resumes are welcome, though not required. Do also mention

where you heard about the position. We look forward to learning more about you!



EQUAL OPPORTUNITY COMMITMENT

McCarter is an equal opportunity employer committed to hiring, supporting, and promoting a diverse

workforce and inclusive culture. As such, McCarter seeks team members who: contribute to a diversity of

backgrounds and experiences to support an expansive artistic vision; are committed to engaging in

ongoing anti-racism and anti-oppression work collectively and individually; value collaboration, curiosity, flexibility, and an openness to continuous personal and professional growth.



We encourage all candidates to apply, even if they do not currently meet all the qualifications. We know

there are great candidates who may not have all the qualifications listed above but possess intuitive

knowledge or other fully transferable skills. If that is you, don’t hesitate to apply and tell us about yourself.

McCarter is committed to on-the-job training and mentorship.



McCarter Theatre Center is committed to providing access and reasonable accommodation in the

application and hiring process for individuals with disabilities if needed and requested. To request

disability accommodation, please contact (609) 258-6500 and connect with Human Resources.
Salary: $18/hr; Part-time; Hourly; Non-Exempt (eligible for overtime)