Ticket Office Performance Supervisor

CHILDRENS THEATRE COMPANY•Minneapolis, MN

4d•$18 - $19•Onsite

About The Position

Children’s Theatre Company (CTC) is seeking qualified candidates for the position of Ticket Office Performance Supervisor. This is a part-time 15 to 25-hour per week position with hours available Tuesday – Friday, 10am to 5pm, as well as weeknight and weekend daytime hours subject to our performance schedule. This role is part of a collective bargaining agreement with IATSE Local 13, AFL-CIO. This position requires someone who is detail-oriented, collaborative and customer focused, and who can positively contribute to an anti-racist/anti-bias organization. Applicants for this role should have robust problem-solving, communication, and inter-personal skills. CTC is committed to equity, diversity, inclusion and justice in our organization and our community, and thus we seek a broad spectrum of employees. We strongly encourage and welcome applicants who are Black, Indigenous or People of Color, as well as those who are from other underrepresented communities. ORGANIZATION DESCRIPTION Led by Artistic Director Rick Dildine and Managing Director Ryan French, Children's Theatre Company (CTC) is the nation’s leading theatre for multigenerational audiences and is one of the 25 largest producing theatres in the United States. A winner of the Tony Award for Outstanding Regional Theatre, CTC creates extraordinary theatre experiences that educate, challenge and inspire young people. It has set standards of excellence in the quality of its productions, commitment to new work, and innovative education and community partnerships. DIVERSITY AND INCLUSION STATEMENT CTC is dedicated to increasing equity, diversity and inclusion in our audiences, our programs and in all of our hiring for staff, artists, and recruiting of board members. CTC is committed to a future where our theatre is a home for all people, all families, and is truly reflective of our community. We are also committed to providing a work environment that is free from discrimination. CTC prohibits discrimination in employment against any employee or job applicant because of that person’s race, color, creed, religion, ancestry, sex, national origin, disability, genetic information, age, sexual orientation, gender identity, gender expression, marital status, familial status, veteran status, status regarding public assistance, membership in a local human rights commission or any other legally protected status. POSITION SUMMARY This position is responsible for supervising a staff of part-time Ticketing Associates alongside and in the absence of the Ticket Office Manager. This position will demonstrate excellent customer service skills, respond promptly to other departmental and customer needs and requests for service and assistance. Must be able to work independently and handle common patron questions without assistance. This position will also demonstrate skill processing all types of sales in an efficient manner with great attention to detail. This position reports to the Ticket Office Manager. ESSENTIAL FUNCTIONS Ticket Office Performance Supervision Supervise Ticketing Associates during performances to ensure consistency in areas of customer service and knowledge of product and procedures Monitor and delegate daily ticket office tasks among staff and respond to patron emails in a timely manner Complete all ticketing performance prep, including batch printing and reporting needs for front-of-house staff Process staff comp requests Reconcile staff batches and cash box at conclusion of ticket office hours, reconciling any open issues and communicating any specific challenges Communicate any patron follow-up, technical issues, or other pertinent information to Ticket Office Manager and Patron Experience Manager to ensure consistent and efficient problem-solving and daily operations Assist in training new ticket office associates on Tessitura Complete additional task/projects as assigned by the Ticket Office Manager and Tessitura System Administrator Work business hour Ticketing Associate shifts on an as-needed basis Collaborate with all departments in the furtherance of CTC’s goal of being an anti-racist/anti-bias theatre that works towards Justice, Equity, Diversity, and Inclusion Assist with monitoring and ensuring access, representation, participation, and decision making for historically marginalized communities in the Ticket Office, for our patrons, and in all aspects of CTC’s audience services Encourage and empower everyone to speak out against racist workplace practices and policies Positively contribute to the ACT One platform, creating a future where our theatre is a home for all people, all families, reflective of our community QualificationsPOSITION QUALIFICATIONS Knowledge, Skills and Abilities Adaptability – Ability to adapt to rapid pace in a changing workplace Communication – Ability to communicate clearly and concisely Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems Customer Oriented – Ability to take care of the customers’ needs while following company procedures Decision Making – Ability to make critical decisions while following company procedures Detail-oriented – Thoroughness and accuracy when completing a task through concern for all areas involved, no matter how small Diversity Oriented – Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion or physical abilities Emotional Intelligence – The ability to recognize and manage one’s emotions, and the emotions of others, to achieve positive and mutually beneficial outcomes Inclusive – Skill and value of providing equal access of opportunities and resources for people who might otherwise be excluded or marginalized Judgment – The ability to formulate a sound decision using the available information Supervisory Management – Ability to manage and motivate others Time Management – Ability to manage the available time to organize and complete work efficiently and effectively within given deadlines Experience Demonstrated customer service skills, preferably demonstrated in a ticket office or a call center setting Demonstrated supervisory skills preferred Demonstrated skill with computerized ticketing system (preferably Tessitura) and phone sales preferred Demonstrated skills with Microsoft Office products including Word and Excel a plus Previous experience in an arts organization a plus Computer Skills Demonstrated skills with Microsoft Office products including Word and Excel Demonstrated skill in using Tessitura, or other data-driven ticketing systems Ability to learn new technology and adapt easily to system changes Other Qualities A commitment to ethical conduct in all respects of the work environment A commitment to creating a just, equitable and inclusive work environment A commitment to the protection of confidential information to which this position has access Must have ability to work nights and weekends, and be available for at least 15 hours of work per week Willingness to wear CTC Ticket Office uniform Must be age 18 or older COMPENSATION The starting pay for this part-time position is $18.79 per hour. Benefits include sick and safe leave and the ability to contribute to a 403(b)-retirement savings plan.

Requirements

Adaptability – Ability to adapt to rapid pace in a changing workplace
Communication – Ability to communicate clearly and concisely
Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Customer Oriented – Ability to take care of the customers’ needs while following company procedures
Decision Making – Ability to make critical decisions while following company procedures
Detail-oriented – Thoroughness and accuracy when completing a task through concern for all areas involved, no matter how small
Diversity Oriented – Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion or physical abilities
Emotional Intelligence – The ability to recognize and manage one’s emotions, and the emotions of others, to achieve positive and mutually beneficial outcomes
Inclusive – Skill and value of providing equal access of opportunities and resources for people who might otherwise be excluded or marginalized
Judgment – The ability to formulate a sound decision using the available information
Supervisory Management – Ability to manage and motivate others
Time Management – Ability to manage the available time to organize and complete work efficiently and effectively within given deadlines
Demonstrated customer service skills, preferably demonstrated in a ticket office or a call center setting
Demonstrated skills with Microsoft Office products including Word and Excel
Demonstrated skill in using Tessitura, or other data-driven ticketing systems
Ability to learn new technology and adapt easily to system changes
A commitment to ethical conduct in all respects of the work environment
A commitment to creating a just, equitable and inclusive work environment
A commitment to the protection of confidential information to which this position has access
Must have ability to work nights and weekends, and be available for at least 15 hours of work per week
Willingness to wear CTC Ticket Office uniform
Must be age 18 or older

Nice To Haves

Demonstrated supervisory skills preferred
Demonstrated skill with computerized ticketing system (preferably Tessitura) and phone sales preferred
Previous experience in an arts organization a plus

Responsibilities

Supervise Ticketing Associates during performances to ensure consistency in areas of customer service and knowledge of product and procedures
Monitor and delegate daily ticket office tasks among staff and respond to patron emails in a timely manner
Complete all ticketing performance prep, including batch printing and reporting needs for front-of-house staff
Process staff comp requests
Reconcile staff batches and cash box at conclusion of ticket office hours, reconciling any open issues and communicating any specific challenges
Communicate any patron follow-up, technical issues, or other pertinent information to Ticket Office Manager and Patron Experience Manager to ensure consistent and efficient problem-solving and daily operations
Assist in training new ticket office associates on Tessitura
Complete additional task/projects as assigned by the Ticket Office Manager and Tessitura System Administrator
Work business hour Ticketing Associate shifts on an as-needed basis
Collaborate with all departments in the furtherance of CTC’s goal of being an anti-racist/anti-bias theatre that works towards Justice, Equity, Diversity, and Inclusion
Assist with monitoring and ensuring access, representation, participation, and decision making for historically marginalized communities in the Ticket Office, for our patrons, and in all aspects of CTC’s audience services
Encourage and empower everyone to speak out against racist workplace practices and policies
Positively contribute to the ACT One platform, creating a future where our theatre is a home for all people, all families, reflective of our community