Patron Services / Ticketing Supervisor (Box Office) - SCRANTON CULTURAL CENTER AT THE MASONIC TEMPLE

Patrons Services/Ticketing Supervisor

Department: Box Office

Reports to: Business / Box Office Manager

Status: Non-Exempt, Part-Time Hourly with potential for Full-Time.



Summary:

The Patron Services Supervisor is responsible for providing superlative customer service to the patrons of all Scranton Cultural Center clients and professionally and responsibly.

This person is hands-on and responsible for the supervision of the Center’s box office. He/she is may liaison with Ticketmaster (or other appropriate ticketing systems) and all clients of the Center to maintain a customer friendly and revenue-generating box office. He/she will provide necessary reports for fiscal accountability and tracking ticket purchaser data. He/she will assist in the final settlement of all performances and follow-up activities. He/she will provide necessary reports for fiscal accountability and marketing of SCC events as well as those of the Center’s clients. He/she will assist in development of the box office budget; develop/implement policies and procedures, preparation of reports, evaluate operations and services, long-range planning for all box office functions; assist with data for grant procurement; and the assist in the recruitment, training and supervise patron services staff as required. He/she will assist with special events at the Center. Specifically, this person will:



Essential Functions:

 Provide excellent customer service to all patrons and clients.

 Selling tickets to all client events; accepting orders by telephone and in person, processing ticket exchanges and gift certificate orders.

 Accurately enter data and process payments

 Provide timely response to patron requests for information received by phone and inquiries in person

 Disseminate information regarding various arts organizations and venues, general building and schedule information, staff directory, policies and procedures.

 Escalate customer issues, complaints, compliments and needs to the appropriate department head or manager to resolve issues and questions.

 Assist in various ticketing related tasks, maintenance of the box office, all paperwork needs, and mailings.

 Properly maintain all show and ticket information sheets and calendars.

 Self-Train on product information, show information and background.

 Responsible for cash and credit card sales and their reconciliations.

 Actively up-sell additional offers such as dinners, packages, premium seating, and other offers.

 Establish positive public relations strategies for the Center box office and implement.

 Assist in the development of policies and procedures for the box office and its staff.

 Oversee the daily operations of the box office providing on-site supervision and hands-on box sales.

 Assist clients using the Center’s box office to increase sales potential through the Center’s services and Ticketmaster opportunities.

 Develop and implementation of ongoing sales and promotional programs for the Center.

 Provide coverage for the building events as required.

 Establish and implement as appropriate a system to gather information and remain current on all SCC events and community cultural activity for patron services personnel.

 File appropriate reports and maintain accurate records for the box office operations.

 Prepare and maintain active files for each of the Center’s events and that of clients to support the show promotion.

 Develop and distribute promotional materials for the Center such as, but not limited to, ticket inserts and schedules.

 Maintain accurate daily records for box office activity and file in permanent file at close out of events.

 Maintain accurate running account of receipts for box office revenues and deposit cash, checks and credit card activity on a daily basis.

 Prepare information for invoicing and follow-up as required, individuals and organizations as requested, i.e.; memberships, group sales, etc...

 Maintain an up-to-date filing/retrieval system.

 Provide telephone and office coverage for Center as required.

 Provide on-site supervision and hands-on assistance as required in box office and at events.

 Develop management systems and document logs for SCC sales and box office operations.

 Maintain accurate records for assigned staff, materials and equipment.

 Schedule assigned staff and ensure that the assigned work and schedules are carried out appropriately and required files are up-to-date.

 Assist with the Center’s special events as requested.

 Train and direct staff in proper procedures, work habits and methods for quality customer service.

 Participate in professional development activities, staff meetings and represent the SCC as requested in the community and region.

 Know Center’s routine and emergency procedures and implement as required.

 Perform other appropriate job-related duties as assigned by the Business Manager.



Machines, Tools and Equipment:

 Computer

 Standard Office equipment

 Credit Card machine



Minimum Qualifications:

Education:

Bachelor’s Degree in business, marketing, theatre arts or related discipline OR equivalent combination of education and work experience that qualifies individual to perform the functions of the position. (Minimum)



Experience:

 Two years experience in box office, retail or call center sales and service. (Minimum)

 Knowledge of general computers. (Minimum)

 Experience in customer service, public relations, marketing and publications. (Minimum)

 Successful budgeting and fiscal management experience. (Minimum)

 Experience in supervision and management of staff and volunteers. (Minimum)

 Previous Use of Ticketmaster Host System or Current SCC Box Office Software. (Desired)

Abilities and Skills:

 Effective written and oral communication skills. (Minimum)

 Must be organized and attentive to detail. (Minimum)

 Ability to read, write, and interpret written and verbal instructions. (Minimum)

 Proficient in math. (Minimum)

 Interpersonal skills necessary to deal effectively and courteously with staff, volunteers, sponsors, contracted services, public and promoters. (Minimum)

 Knowledge of office procedures, proficiency in spelling and filing. (Minimum)

 Ability to resolve routine problems with accuracy and composure. (Minimum)

 Ability to work independently and with little verification where errors may have impact on organizational goals or finances. (Minimum)

 Must be self motivated with ability to work under pressure. (Minimum)

 Ability to take and give verbal directions. (Minimum)

 Ability to resolve problems with accuracy and composure. (Minimum)

 Ability to work in an active environment with frequent interruptions and deal with a variety of assignments simultaneously. (Minimum)



Physical Standards:

 Ability to lift or move equipment/materials weighing up to 30 pounds, with or without accommodation.

 Ability to work for extended periods at computer workstation, lab bench, etc.



Work Schedule:

 Ability to work a variable schedule depending on events and office hours including early mornings, evenings, nights, weekends and occasional holidays.

 Ability to work extended shifts, with appropriate break intervals for multiple event days.



Certifications (Preferred but not required):

 Certification of First Aid and / or C.P.R. or willingness to become certified.

 Valid PA Driver’s license.



Job Relationships:

Positions Supervised:

 Box Office/Patron Services personnel

 Volunteers

 Contracted services as appropriate.



Interfacing Departments:



Outside Vendors/Clients/Users

Technical

Programming

Development

Front of House / Volunteers







Special Job Features:

Will be asked to work on special projects and routines in line with incumbent’s unrelated experience/education as necessary.


Salary: $10.00 - $17.00/Hr