Box Office Shift Supervisor

Proctors Group•Schenectady, NY

About The Position

Proctors Collaborative is the Capital Region’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 are changing expectations about how the arts serve a community. Proctors Collaborative seeks a full-time, benefits-eligible Box Office Shift Supervisor to serve in a professional, front-line position. Our Box Office team is an essential part of our patrons’ experience with Proctors, Capital Repertory Theatre, and Universal Preservation Hall. A Shift Supervisor is expected to provide patrons with accurate event/facility information and assist with the selection and purchase of tickets. This is done with a high quality of individualized customer service via face-to-face, telephone, mail, and e-mail.

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

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 team members.
Assist 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.
Coordinate daily CSA tasks and breaks.
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 non-Broadway events not-involving settlement w/artist representatives.
Process special ticket requests.
With the direction of Box Office management, maintain and archive electronic & paper files and scanned tickets for audit purposes.
Support with reporting, scheduling, and follow up assignments as needed.
Ability to provide diverse customers with services at a high level while considering specific social norms.
Other duties as assigned by the Box Office Manager or Assistant Box Office Manager.