Ticket Services Representative

Harvard University • Cambridge, MA

10h • Hybrid

About The Position

The Ticket Services Representative is an important member of the American Repertory Theater’s Patron System/Ticket Services Department, which is focused on providing a high level of customer satisfaction. Reporting to the Ticket Services Manager, the representative processes ticketing transactions and maintains accurate constituent and transactional information in the theater’s Tessitura database. The role supports patrons and the department through ticketing services, customer relations, and related projects.

This is a 25-hour-per-week position, generally scheduled Wednesday through Saturday, with at least one weekend day. The schedule may flex to meet departmental needs, and additional hours may be required during subscription sales, the production season, special events, and rentals. The position may involve periodic unpaid leaves tied to the production calendar, occasional overtime, early morning shifts, nights, weekends, and holidays. It is considered critical during production runs. Work is hybrid, with schedule and location determined by the department based on operational needs. The role includes a three-month orientation and review period.

Requirements

• Two years of experience in a box office environment using Tessitura or a similar CRM database.
• Basic computer knowledge, including Google Docs.
• Excellent attention to detail and accuracy.
• Excellent typing skills.
• Ability to problem-solve efficiently and effectively.
• Ability to multitask in a fast-paced office.
• Ability to work independently with minimal supervision and collaboratively as part of a team.
• Ability to lift 35 pounds.
• Strong written and verbal communication skills, including listening.
• Self-motivation, attention to detail, and willingness to learn new skill sets.
• Ability to work a 25-hour-per-week schedule that includes at least one weekend day and may flex to meet departmental needs.
• Ability to work occasional overtime and some early morning shifts, nights, weekends, and holidays.
• Ability to work additional flexible hours during subscription sales, the production season, special events, and rentals requiring ticketing support.

Nice To Haves

• Interest or experience in the arts.

Responsibilities

• Process ticketing transactions and maintain accurate constituent data in the Tessitura database.
• Update records and ensure the accuracy of customer and transactional information.
• Process single-ticket transactions, subscription orders, ticket exchanges, ticket donations, and other solicited donations.
• Assist patrons by phone, in person, email, and online chat with transactions and questions.
• Work on projects assigned by the Ticket Services Manager and Head of Patron Services.
• Follow theater policies and procedures and work safely.
• Communicate regularly with the supervisor about department issues.
• Manage time efficiently, prioritize workload, meet department productivity standards, and maintain regular attendance and punctuality.
• Maintain a positive and respectful attitude and perform duties as workload necessitates.
• Participate in theater events as needed or required.
• Share Ticket Services policies, procedures, and seasonal information with other representatives to promote consistency.
• Seek clarification from management when information is conflicting or missing.
• Answer questions about the A.R.T. season during inbound and outbound calls.
• Perform Ticket Services opening and/or closing procedures as assigned.
• Perform additional duties as assigned.

Benefits

• Generous paid time off, including parental leave.
• Medical, dental, and vision health insurance coverage starting on day one.
• Retirement plans with university contributions.
• Wellbeing and mental health resources.
• Support for families and caregivers.
• Professional development opportunities, including tuition assistance and reimbursement.
• Commuter benefits, discounts, and campus perks.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed