Box Office Specialist Level 1 Part-time

Guthrie Theater • Minneapolis, MN

2d • Onsite

About The Position

The Box Office Specialist provides excellent customer service to all internal and external stakeholders of the Guthrie. This position supports and is trained in box office ticket sales processing. Box Office Specialists will be familiar with front-of-house processes. All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence; Diversity, Equity, Inclusion and Accessibility; Community; and Fiscal Responsibility. The Guthrie is an Equal Opportunity Employer. We are committed to building an equitable environment that finds strength in diversity of identity, experience and perspective. We are dedicated to hiring and developing talented teams which are inclusive and welcoming to individuals with different backgrounds, thoughts, and abilities. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.

The Box Office Specialist has three levels with continued learning and growth opportunities. Each level builds from the previous level. In order to advance you must be proficient in the skills and knowledge required in each level and have a strong attendance and history of punctuality. As this position progresses to the next level there will be an increase in the hourly rate. Level 1 training is approximately 15 -20 shifts.

Requirements

• Demonstrated customer service experience required.
• Prior Box Office experience preferred.
• Demonstrated experience with a Customer Relationship Management (CRM) system or electronic ticketing system; Tessitura experience preferred.
• Presents a polite and professional demeanor when interacting with customers and colleagues in person, in writing or via phone.
• Maintains composure under stressful situations.
• Can concentrate effectively in a busy environment.
• Demonstrates use of good judgement and knows when to inform a supervisor.
• Can follow all emergency procedures.
• Can work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater.
• Must be willing to average four worked shifts per week, which includes at least one shift on a Friday, Saturday, or Sunday, and at least one Tuesday shift every two weeks.
• Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law.
• Demonstrates proficient knowledge of Box Office policies and consistently follows procedures.
• Can consistently solve customer service inquiries or issues, in adherence with Guthrie ticketing policies, when issues arise before or during a performance while maintaining excellent customer service and composure.
• Strong attendance and history of punctuality.
• Must be willing to average four worked shifts per week, which includes at least one shift on a Friday, Saturday, or Sunday, and at least one Tuesday shift every two weeks.
• Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law.
• Applicants must submit a resume to be considered for the position.

Nice To Haves

• Prior Box Office experience preferred.
• Tessitura experience preferred.

Responsibilities

• Attend trainings and orientations.
• Participate in practice activities.
• Become familiar with Tessitura Ticketing system.
• Shadow trained staff.
• Learn Box Office policies and procedures.
• Assist in assembly of Box Office mailings.
• Pass all checklists questionnaires.
• Work independently and within the team processing Box Office ticket sales in person or by phone.
• Follow all established procedures in Box Office operations with the ability to process all single ticket orders via phones, in-person or email.
• Process gift certificates, special sales and assist in database maintenance.
• Keep up-to-date and monitor Box Office Staff SharePoint.
• Complete monthly refresher assignments.
• Work with the Season Ticket and Group Sales Manager.
• Process season ticket orders by mail, email or phone.
• Assist Season Ticket and Group Sales manager as requested.
• Become familiar with the Guthrie, theater houses, productions, special performances, offerings, and building highlights in order to share information with internal and external customers and guests accurately.
• Provide exceptional customer service, taking every possible step to ensure that customers have a positive experience.
• Use knowledge, skills, and judgment to assist customers, seeking help if something is unclear or requires additional input/assistance.
• Include supervisor as needed.
• Solve customer service inquiries or issues, in adherence with Guthrie ticketing policies, when issues arise before or during a performance while maintaining excellent customer service and composure.
• Follow established procedures for money-handling transactions.
• Maintain all security and credit card standards in processing of credit card sales.
• Process quick cash sales and accurately provide change.
• Accurately reconcile daily shift transactions.
• Assist in the training of new part-time staff by serving as a shadow shift staff.
• Shadow shifts require sharing of knowledge, walking through order process and monitoring of phone calls.
• Actively participate in meetings, activities and trainings.
• Foster a work environment incorporating the Guthrie values of Artistic Excellence; Diversity, Equity, Inclusion and Accessibility; Community; and Fiscal Responsibility.
• Complete other duties as assigned.

Benefits

• Sick Time: Part time employees shall accrue Guthrie Sick Time (GST) at the rate of one hour for every 25 hours worked. Part time employees shall accrue GST in lieu of Minneapolis and State of Minnesota Earned Sick and Safe Time (ESST) for qualifying reasons under Minnesota law. GST shall be administered in the same manner and for the same purposes as ESST.
• Transportation: Subsidized passes for Metro Transit buses and trains; Discounted pre-tax monthly ramp parking.
• Complimentary Tickets: To all Guthrie productions
• Discounted Tickets: To all shows produced by the Guthrie and to some performances hosted by the Guthrie
• Classes and Camps: Discounts to Guthrie classes and camps.
• Other Employee Perks: Wellness Program; Guthrie Store discount; Affinity Groups

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed