Box Office Assistant Manager

Proctors Group•Schenectady, NY

About The Position

Proctors Collaborative is the Capital District’s leading regional arts organization with performing arts venues in Albany, Schenectady and Saratoga, and education, civic engagement and economic development initiatives throughout the region. We’re changing expectations about how the arts serve a community. Our Box Office Assistant Manager is an essential part of our patrons’ experience with Proctors, Capital Repertory Theatre, and Universal Preservation Hall. Proctors has standard hours and all venues are open prior to events. The Box Office Assistant Manager needs to be able to work a flexible schedule, including evenings, weekends and some holidays and are required to travel to and work at all three venues, including Proctors in Schenectady, Capital Repertory Theatre in Albany, and Universal Preservation Hall in Saratoga Springs. This is a full-time, benefits eligible position that reports to the Box Office Manager.

Requirements

Passion for working with a diverse workforce and patron base.
Strong phone and communication skills (both written and verbal).
Proficiency in standard computer skills and the ability to effectively learn database programs.
Ability to work in a fast-paced, high-volume environment.
Excellent time management, multi-tasking, and organizational skills.
Strong sense of self-motivation and initiative.
Team player who can work well with others, even in stressful environments.
Upbeat, friendly personality.
Professional demeanor and appearance.
Strong work ethic.

Nice To Haves

Previous experience in customer service or hospitality.
Supervisory experience.
Ability to handle cash and other payment methods responsibly and accurately.

Responsibilities

Assist Box Office Manager in overseeing all box office daily functions ensuring the highest quality environment and practices are provide and implemented for employee and patron satisfaction.
Supervise supporting leadership and customer service agents.
Cultivate relationships with and prepare reporting for internal clients, Company Management, and Producers for shows and events.
Data entry project management
identify and troubleshoot customer-related technical experiences including website sales, ticket printers, and scanners.
Maintain inventory of box office supplies.
Enforce box office policies and procedures.
Perform and assist internal departments with patron data management, basic reporting and analysis.
Assist in training for box office and administration.
Develop and maintain training documentation materials on Box office policies and procedures.
Serve in a professional, front-line position with excellent customer service skills.
Demonstrate a genuine desire to accommodate patrons’ needs.
Provide patrons with accurate event and facility information.
Supervise and support customer service agent and shift supervisor team members.
Assist patrons with the selection and purchase of tickets.
Deliver high-quality, individualized customer service via face-to-face interactions, telephone, and email.
Work a flexible schedule, including evenings, weekends, and some holidays.
Carry out opening and closing procedures.
Act as a backup to shift supervisor when they are not available.
Promote a positive and safe work environment.
Assist in deescalating customer service issues.
Work cohesively with all Proctors’ employees and collaborative partners.
Handle cash and cash out procedures.
Supervise staff for Broadway, Live Nation, and rental events including settlement w/artist representatives.
Process special ticket requests.
With the direction of Box Office Manager, maintain and archive electronic & paper files and scanned tickets for audit purposes.
Support with reporting, scheduling, and follow up assignments as needed.
Other duties as assigned by the Box Office Manager.