Box Office Specialist

Arizona State University•Tempe, AZ

6d•Hybrid

About The Position

The Box Office Specialist coordinates Herberger Institute for Design and the Arts (HIDA) Box Office ticketing and oversees onsite event operations at a variety of performance venues across the Tempe campus. The Specialist supervises a team of student workers and works closely with the Ticket Office Manager in recruitment and training, pre-and-post event planning, overall ticketing operations, data documentation, and is cross trained in all manager duties, including additional community registration/payment systems.

Requirements

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
Prior experience delivering high-quality customer service in public-facing, event-based roles
Strong understanding of standard office procedures, performing arts event terminology, and box office operations
Experience navigating electronic ticketing systems, digital scanners, Microsoft Office, and Google Workspace (Docs, Sheets, Forms), including basic troubleshooting
Experience planning, organizing, and scheduling event operations
Experience training, assigning tasks, and monitoring the performance of (event) staff
Ability to multitask and thrive within a fast-paced, rapidly changing environment
Exceptional critical thinking and creative decision-making skills to independently resolve customer complaints and technical issues as well as respond quickly to any emergency incidents
Outstanding written and verbal communication skills, with the ability to establish and maintain effective working relationships across teams

Responsibilities

Coordinate ticketing operations: Assist patrons with online ticket purchases; process complimentary tickets, refunds, and exchanges; and resolve customer inquiries and concerns
Manage event resources: Prepare and maintain an up-to-date inventory of all event supplies, materials, and technology; provide event notes, materials and equipment for student staff
Support communications: Assist with event coordination communications, prepare event-related resources, and review, edit, and maintain event ticketing links
Maintain precise records: Track complimentary tickets, transfers, refunds, and event attendance data
Summer duties: Prepare for the upcoming season, assist in managing multi-unit summer programs’ registrations/payments and other Dean’s Office fiscal administrative duties
Deliver exceptional service: Provide high-quality experience for all Herberger Institute Box Office ticketed event patrons, including faculty, staff, students, leadership, VIP guests, donors, and the broader community
Handle escalation & safety: Resolve patron issues, implement emergency protocols and procedures in response to medical or other incidents, and submit detailed incident reports
Lead small front-of-house teams: Supervise, onboard, and provide on-the-job training and coaching for small groups of student worker House Managers and Ushers.
Coordinate scheduling & time entry: Create and adjust monthly student worker schedules based on availability and event needs and verify/approve student worker hours.
Support hiring & development: Assist in the student worker recruitment and hiring process; identify areas for skills growth and provide ongoing mentorship.
Documentation: Update operations manuals and procedures as needed.
Data & evaluation: Assist the Manager in analyzing ticketing and event data for program evaluation and participate in action planning for the HIDA Box Office and related unit initiatives.