Box Office Supervisor
About The Position
The Box Office Supervisor oversees union Box Office Agents and over-hire staff, supports the day-to-day operations of the Box Office, and provides administrative support to the Box Office Manager. The position also performs customer service and ticketing functions as needed to ensure efficient operations and a positive customer experience. The role provides functional supervision and scheduling for Box Office Agents and over-hire staff, assists with training and onboarding, responds to customer inquiries and escalated complaints, and supervises Box Office operations during performances. It handles ticketing requests and transactions, oversees accounting procedures and end-of-day reconciliation, performs scheduled opening and closing tasks, maintains operational documentation and supplies, and prepares reports. The position works under the supervision of the Box Office Manager and functionally supervises part-time union Box Office Agents and over-hire staff.
Requirements
- Two years of relevant experience demonstrating comparable knowledge and skills.
- Ability to train, guide, and direct the work of Box Office staff.
- Strong customer service skills and ability to resolve customer concerns professionally and effectively.
- Ability to remain organized, exercise sound judgment, and solve problems under pressure.
- Strong verbal and written communication skills.
- Good organizational, administrative, and record-keeping skills.
- Proficiency in Microsoft Office applications.
- Availability to work a flexible schedule, including evenings and weekends.
- Ability to sit and work at a computer for extended periods and use a telephone regularly.
- Ability to follow direction from Flynn management and collaborate with colleagues across the organization.
Nice To Haves
- Experience in box office operations, ticketing, or customer relationship management (CRM) software.
- Previous supervisory experience.
- Familiarity with Tessitura or similar ticketing systems.
Responsibilities
- Provide functional supervision of Box Office Agents and over-hire staff during phone hours, window sales, Will Call, and performances.
- Schedule Box Office Agents and over-hire staff in accordance with the collective bargaining agreement, with approval from the Box Office Manager.
- Assist with training and onboarding new Box Office Agents and provide ongoing guidance and updates to staff.
- Foster a positive, collaborative work environment and consult with other supervisors on customer service and operational matters.
- Respond to customer inquiries and complaints, investigate and resolve problems, and address issues escalated by Box Office staff.
- Assist staff with customer service tasks, tracking, and record-keeping; maintain accurate and current internal customer service records.
- Maintain current knowledge of ticket inventory, seating, ticket products, on-sale dates, special offers, discounts, and related procedures.
- Supervise the Box Office during performances, resolve ticketing issues, and provide requested reports to the House Manager.
- Process group ticket orders, Student Matinee Series payments, complimentary ticket requests, and donation ticket requests as needed.
- Assist with the J.J. Flynn concierge service.
- Provide regular ticket counts to promoters as requested.
- Oversee Box Office accounting procedures, including daily reports, cash-outs, and end-of-day reconciliation.
- Perform scheduled opening and closing procedures, including cash reconciliation, bank deposits, and ticket printing; document operational needs and issues in the CSI report.
- Assist the Box Office Manager with Tessitura functions and other administrative tasks.
- Maintain knowledge of ticketing and administrative software and provide staff with relevant procedural updates and training.
- Keep the Box Office stocked with office supplies and necessary forms.
- Maintain and update Box Office documentation related to procedures and operational standards.
- Provide sales and other operational reports as requested.
- Perform regular ticket sales and customer service duties as needed.
- Provide additional administrative and operational support to the Box Office Manager and perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
