TICKET CONCIERGE (Evenings/Weekends)

The Public Theater of San Antonio•San Antonio, TX

12d•Onsite

About The Position

The Ticket Concierge serves as the welcoming voice and first point of contact for patrons seeking tickets to San Pedro Playhouse and Classic Theatre productions. This customer service-focused role provides exceptional, personalized assistance to ticket buyers through phone and email inquiries, ensuring every interaction reflects our commitment to hospitality and accessibility. Working a consistent schedule, the Ticket Concierge handles ticket sales, resolves patron concerns, and maintains accurate records in our ticketing system while creating positive experiences that turn first-time buyers into loyal theatergoers. This role does not include supervisory, strategic, or financial oversight responsibilities.

Requirements

1-2 years of customer service experience, preferably in ticketing, hospitality, retail, or arts/entertainment environments.
Exceptional phone and email communication skills with warm, professional demeanor and ability to build rapport with diverse patrons.
Strong problem-solving abilities and patience in handling customer concerns and resolving issues diplomatically.
Detail-oriented with accurate data entry skills and ability to manage multiple inquiries simultaneously.
Comfortable learning and using ticketing/CRM systems (experience with Audience View, Tessitura, Patron Manager, or similar platforms preferred but not required).
Basic computer proficiency including email, web browsers, and willingness to learn new software systems.
Genuine enthusiasm for theatre and commitment to making the arts accessible and welcoming to all community members.
Reliable and punctual with ability to work independently during scheduled shifts.
High school diploma or equivalent required.

Nice To Haves

Experience with Audience View, Tessitura, Patron Manager, or similar platforms

Responsibilities

Answer incoming phone calls and respond to email inquiries from patrons seeking ticket information, performance details, seating options, and pricing.
Provide warm, knowledgeable assistance that reflects organizational values and drives ticket sales.
Process ticket orders via phone and email for all productions, including single tickets, subscriptions, flex packages, and special events.
Handle payment transactions securely and accurately while ensuring patrons receive confirmation and necessary information.
Address customer service issues with professionalism and empathy, including ticket exchanges, refunds (per policy), seating accommodations, accessibility requests, and general patron concerns.
Resolve issues efficiently while maintaining positive relationships.
Update and maintain accurate patron records in the ticketing system (AudienceView), including contact information, purchase history, preferences, and notes from interactions.
Ensure data quality and consistency for future marketing and patron engagement efforts.
Provide box office support for walk-in patrons during shift hours, assisting with ticket purchases, will-call pickups, and general inquiries when on-site coverage is needed.
Communicate with Advancement and Front of House teams regarding patron issues, special requests, sold-out shows, and other operational matters.
Share relevant patron feedback with appropriate departments.
Maintain thorough knowledge of current and upcoming productions, performance schedules, venue seating charts, pricing structures, and organizational policies to provide accurate information to patrons.
This role supports daily operations and does not include staff supervision, strategic planning, or financial management.