Box Office Specialist Part-time Level 1

Guthrie Theater • Minneapolis, MN

8d • $16

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.

This position is part-time working up to 25 hours per week and non-exempt. Hours are reflective of the dynamic schedule of the theater. A minimum of 3 shifts per week is required, including weekends; shifts available include day and evening hours. The starting salary for a Level 1 employee (a new employee in training) is $16.37/hour. Minimum starting wage for Level 2 is $16.46/hour, and Level 3 is $16.72/hour.

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.

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.
• Must be willing to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater. A minimum of 3 shifts per week is required, including weekends.
• 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.

Nice To Haves

• Prior Box Office experience preferred.
• Demonstrated experience with a Customer Relationship Management (CRM) system or electronic ticketing system; 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.
• Assist in assembly of Box Office mailings.
• Complete other duties as assigned.
• Work with the Season Ticket and Group Sales Manager
• Is proficient in all Box Office Specialist Level 2 duties and continues tasks satisfactorily.
• Attend season ticket training.
• Participate in season ticket practice sessions/sheets.
• Process season ticket orders by mail, email or phone.
• Complete monthly refresher assignments.
• Assist Season Ticket and Group Sales manager as requested.
• Complete other duties as assigned.
• 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: One hour of sick time for every 30 hours worked (in concurrence with the Minneapolis and State of Minnesota Sick and Safe Time requirements).
• 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
• Number of Employees: 501-1,000 employees