Audience Services Manager

International Festival of Arts & Ideas•New Haven, CT

1d•$25 - $25•Onsite

About The Position

The Audience Services Manager (ASM) will ensure a positive and dynamic customer service experience for guests of Arts & Ideas events. They will attend to customer access and accommodations, ease of engagement and reservation process, and safety and security of customer information. The ASM will hire, supervise, and train the Box Offices and House Management staff (5-10 employees) and manage volunteers when assigned to venues. They will perform a variety of tasks to ensure the smooth, safe and efficient operation of Arts & Ideas performance venues by overseeing the flow of patrons from arrival, ticket checking, concession, seating, circulation at intermissions, and departure, as well as emergency management during events. Additional duties include cultivated high-quality customer service to effectively serve Arts & Ideas diverse constituencies; provide problem-solving support and guidance to staff and volunteers as related to attendee safety, ticketing questions, and late seating; and oversee responses to audience and patron inquiries.

Requirements

Must have 2-3 years of customer service experience, experience in supervision of staff a plus
Must be highly organized and detail-oriented
Familiarity with box office software is required; knowledge of Eventbrite is a plus
Ability to handle multiple tasks and priorities with efficiency and poise

Nice To Haves

Interest in the arts & performing arts
Conversational Spanish
Familiarity with the neighborhoods and communities in and around New Haven

Responsibilities

Manage the budget and staff scheduling of Box Office and House Management teams.
Implement Customer Service trainings for Box Office and House Management staff
Ensure collaboration between both teams and their communication to other departments in the organization.
Collect feedback from audience members through surveys and audience interactions; assist with creating audience statistics reports to help inform marketing strategies and decisions.
Manage the timeline for building, completing, and testing the ticketing and reservation platforms in advance of on-sale dates.
Create pre-show and post-show emails to audience members with helpful event information (venue, parking, seating, etc.)
Collaborate with the Box Office Lead on the programming of the Box Office System.
Manage & maintain events, venues, discounts, and other box office functionality.
Collaborate with the Artist Services and Development Departments to set parameters for held inventory, process orders of held inventory and proactively manage the timely release of unsold inventory for general sale.
Establish and implement a plan for coordinating between advance and on-site sales.
Compile and distribute a Daily Sales Reports to Arts & Ideas staff
Create and distribute a Final Sales Report at the conclusion of the season
Reconcile daily sales reports from our 3rd party partners to include in our sales reports.
Implement ticketing services to serve various methods of purchasing (over-the-phone, in-person, online purchase support, etc.)
Serve as a point of support for customer service inquiries.
Hire and orient a House Management Coordinator (HMC) and temporary front of house staff.
Oversee HMC procedure development & implementation
Coordinate staffing with the HMC to maximize efficiency and minimize number of individuals required to fulfill both box office and front-of-house needs while managing personnel budget.
Coordinate equipment & signage needs & schedules with the Operations Department.
Collaborate with the Programming Department and the Production Department to provide accessibility options to Arts & Ideas donors and customers.