Audience Services Associates - 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 world. 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, together, our complex world.  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 is a hybrid work from home/in-person position. Hours for each will be determined by the scheduling Supervisor monthly. Duties: • 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 • Helping patrons with show-by-show upgrades • Data clean-up as necessary The successful candidate 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 Required skills/experience: • Customer service experience, preferably in a box office or other fast-paced setting • Computer proficiency includes 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 This position reports to the Associate Director of Audience Services and Audience Services Supervisor and works as part of a team of trained associates. Paid training will be provided. Compensation: The rate for this position is $20.28 per hour with an 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 cover letter, resume and three references through the link provided. NO PHONE CALLS OR EMAILS PLEASE Steppenwolf Theatre Company is the nation’s premiere Ensemble Theater with 49 members who are among the top actors, playwrights and directors in the field. Thrilling, powerful, groundbreaking productions – from Balm in Gilead and Grapes of Wrath to August: Osage County, Downstate and The Brother/Sister Plays – have made this theatre legendary. Founded in 1976, Steppenwolf started as a group of teens performing in the basement of a church. Today, the company's artistic force remains rooted in the original vision of its founders: an artist-driven theatre, whose vitality is defined by its appetite for bold and innovative work. Every aspect of Steppenwolf is rooted in its Ensemble ethos, from the intergenerational artistic programming to the multi-genre performance series LookOut, to the nationally recognized work of Steppenwolf Education and Engagement which serves nearly 15,000 teens annually. While grounded in the Chicago community, more than 40 original Steppenwolf productions have enjoyed success nationally and internationally, including Broadway, Off-Broadway, London, Sydney, Galway and Dublin. Steppenwolf also holds accolades that include the National Medal of Arts, 12 Tony Awards, and more. Led by Artistic Directors Glenn Davis and Audrey Francis, Executive Director Brooke Flanagan and Board of Trustees Chair, Keating Crown – Steppenwolf continually redefines the landscape of acting and performance. Steppenwolf’s Mission: Steppenwolf 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.org, facebook.com/steppenwolftheatre, twitter.com/steppenwolfthtr and instagram.com/steppenwolfthtr.