Assistant Manager, Box Office

Horace Bushnell Memorial Hall•Hartford, CT

6d•$53,000 - $55,000•Onsite

About The Position

This fast-paced job provides exceptional customer service to patrons by answering phones, responding to questions and feedback via Zendesk, processing ticket orders via phone or with direct public contact, and general office support.

Requirements

High school graduate or equivalent with at least 2 years’ box office and customer service experience.
Attention to detail.
Ability to successfully multitask with multiple priorities.
Must have the ability to blend problem solving and decision making to positively impact the guest experience and resolve guest concerns.
Ability to remain calm in stressful situations when interacting with patrons, donors, and co-workers.
Team player with exceptional collaboration, interpersonal communication, flexibility, positive attitude, and problem-solving skills.

Responsibilities

Handle financial responsibilities, deposits, end-of-day reports, credit card settlements and show settlements.
Supervise part-time staff on duty.
Communicate and model exceptional customer service attitude to staff.
Support off-site/remote ticketing ventures such as consignment ticketing with local arts organizations.
Manage internet communications and customer relations via Bushnell website.
Coordinate ticketing for interpreted performances with Front of House staff.
Use the ticketing software program to help patrons with choosing seating locations and purchasing tickets.
Provide welcoming, accurate and timely service to customers attending performances or requesting ticket information.
Maintain a high level of customer service, including during stressful situations, such as when dealing with many customers and handling complex customer service situations.
Is well acquainted with dates, times and prices and synopsis of current and future performances. Answer questions concerning ticket rates, subscriptions, memberships, and provide information concerning coming attractions, events, directions, and general information.
Deal with a variety of payment methods including cash, checks, credit cards and gift certificates. Reconcile individual sales drawers at the end of the business day and runs reports as necessary.
Ensure accurate processing of subscription orders and renewals (via phone, fax, or mail/email) including single ticket sales, partial payments, and flexible packages.
Professionally enforce customer policies: exchanges, refunds, lost tickets, latecomers, and other relevant patron issues.
Assist in the cancellation of performances including notifying the public and arranging appropriate ticket exchanges or refunds for subscribers and single ticket purchases.
Keep management informed of customer service issues.
Perform general administrative duties to facilitate the smooth running of the Box Office.
Input and maintain patron information in ticketing system and Zendesk.
Develop and maintain relationships with patrons, staff, and vendors to provide a personalized experience.
Showcase the ability to communicate and interact with guests with the goal of building an inclusive guest experience.
Promote and sell various benefits, offerings, and services.
Connect with guests by engaging in friendly and genuine conversation throughout each transaction; asking open-ended questions about the guest's experience and using those questions to assess, understand, and determine how to tailor his/her approach.
Ability to multitask selling tickets in the ticketing software and entering patron information in Zendesk simultaneously.
Consistently and continuously identify and implement AI tools and emerging technologies that streamline workflows, enhance individual productivity, improve data analysis, and increase the overall efficiency and impact of organizational operations.
Perform other duties as assigned.