Ticket Office Manager

Trinity Repertory Company•Providence, RI

2d•$48,000 - $50,000•Onsite

About The Position

As a member of the Ticket Office within the Marketing Department, this role ensures an exceptional, welcoming, and inclusive experience for patrons. Key areas of responsibility include ticket office operations, staff management, customer relationship management system administration, and group sale coordination.

Requirements

Three or more years of professional experience and/or training in customer service, business, operations, or management
Strong administrative and organizational skills
Interest and/or involvement in an arts related enterprise
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, business plans, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, employees, patrons, and the general public in writing, by telephone, through face-to-face conversation and public speaking.
Ability to work with mathematical concepts such as probability and statistical inference.
Ability to calculate figures and amounts such as discounts, interest, commissions, fractions, percentages, ratios, and proportions.
Ability to manage a budget and apply concepts of basic algebra.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Knowledge of customer relationship management software (Salesforce or PatronManager preferred)
Knowledge of internet software
Knowledge of word processing software
Strong knowledge with spreadsheet software.
Must be able to remain in a stationary position for up to 75% of the time
Must be able to move about inside an office space and theater spaces to access file cabinets, office machinery, converse with and greet patrons, etc.
Must have the physical ability to regularly operate a computer and other office productivity machinery (i.e. photocopier, computer printer)
Must have ability to read computer screens and print materials
Must be able to ascend/descend stairs and move about multiple times daily to navigate theater
The person in this position frequently communicates with staff, artists, board members, vendors, patrons, and other constituencies. Must be able to exchange information, discuss, express oneself, and communicate in a tactful manner
Must be able to observe physical body language and non-verbal cues
Must have the physical ability to move objects weighing up to 5 pounds for office functions and event set-up

Nice To Haves

Equivalent combination of education and experience

Responsibilities

Ensuring that patrons and community members have an exceptional, welcoming, and inclusive experience when attending or interacting with Trinity Rep
Managing and ensuring the staffing, training, overall smooth operation, and high customer service level of the Ticket Office staff and Receptionist for: In-bound and out-bound subscription and ticket sales and service, in-bound and out-bound group and school sales and service and general informational calls
Resolving customer service issues or complaints
Assist in managing the subscription renewal process including preparing data for renewal invoices, processing and fulfilling subscription renewals, and the distribution of subscription packets
Assist in maintaining and updating written policies and procedures for box office operation
Oversee group sales and student matinee sales to reach target revenue goals by developing prospect lists, outreach and follow-up, ticket processing and fulfillment, reporting, and invoice generation
Manage inventory (releasing any holds as needed, opening or closing seats based on sight lines, releasing any ticket orders on reservation as needed)
Contributing ideas relating to increased efficiency of ticket office operations
Participating in determining new or revised policies and procedures as necessary and long-term goals for ticket office functions
Managing ticket office expenses, including supply ordering, ensuring appropriate staffing levels
Update phone automated messages pre and post season, during weather closures, and for holidays.
Update reports and dashboards for PD and MFA performances
Process payments for PD and Group sale orders
Design, run, and distribute regular daily and weekly Brown/Trinity MFA sales reports based on the needs of the staff
Aid in weekly database cleanup including unbalanced orders, duplicate accounts, and comp ticket reconciliation
Aid with ticket order research when needed by the Finance and Administration department
Assist with ticket office budget re:projections
Serve as a certified admin of the Customer Relationship Management software and provide interdepartmental support as necessary
Build PD, MFA, and Special Events, pricing levels, and group discounts
Ensure weekly database cleanup including unbalanced orders, duplicate accounts, and comp ticket reconciliation
Advancing, supporting, and promoting organizational inclusion, diversity, equity, access, and anti-racism goals in staffing, policies, procedures, and practices
Participate in activities with other Trinity Rep departments as needed
Supervise, manage, and lead ticket office staff with one full-time direct report (Ticket Office Supervisor), supported by additional part-time ticket office staff
Carry out supervisory responsibilities in accordance with organizational policies and applicable laws
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; employee performance appraisal, management, and development; addressing and resolving problems