Ticketing Associate - Part Time

Steppenwolf•Chicago, IL

24d•$18•Hybrid

About The Position

Steppenwolf Theatre Company Now celebrating its 50 th Anniversary Season, Steppenwolf Theatre Company has been a cultural leader in Chicago and model for theatre companies in the United States and around the world. Formed by a collective of actors in 1976, the ensemble represents a remarkable cross-section of actors, directors, playwrights and stage managers. Steppenwolf’s artistic ambitions are made possible by its incredible workforce of individuals, who help create a culture of inclusivity, collaboration and accountability. To that end, we attempt to use an anti-oppressive and anti-racist lens in our roles and everyday decision-making. Join us in this ongoing process, as we navigate, together, our complex world. Steppenwolf Theatre Company is seeking candidates to join its team of highly skilled Part-Time Ticketing Associates . Ticketing Associate maintains Steppenwolf's smooth and efficient customer service while assisting patrons with all ticket-related transactions using Tessitura CRM. All associates serve as a resource for questions about the Steppenwolf experience, assisting patrons by phone, email and in person; however, the part-time Associate also provides guidance, support and supervision to their colleagues when requested, assisting them in day-to-day box office tasks. Evening and weekend hours are required. A laptop and other necessary equipment will be provided. This is a hybrid work from home/in-person position. Hours for each will be determined by the scheduling Supervisor monthly.

Requirements

Possess prior experience working in a high-volume customer service setting, preferably in a theater.
Fast, efficient service techniques in peak service times
A relaxed appearance and tone when interacting with guests and colleagues, which includes maintaining an unhurried pace and level modulation of voice and volume
Effective, improvisational problem solving in ever-changing situations
Strong time-management skills and the ability to work 15-25 hours a week
Consistent availability on evenings and weekends, as well as during holiday seasons

Responsibilities

Using Tessitura CRM, process ticket and membership transactions for patrons by phone, in person and via email: sell and exchange tickets; sell memberships; sell gift certificates; donate tickets and cash; process ticket value from cancelled shows; assemble membership cards, gift certificates and other ticket mailings
Serve as a knowledgeable resource for patron questions by phone, email and in person: troubleshoot virtual content, maintain knowledge of parking, accessibility and neighborhood restaurant options, and recommend ticket and membership options to suit patrons' needs
Prepare and work will-call shifts, packaging, distributing and re-printing tickets, assisting with line management and directing patrons around campus
Take on some supervisory responsibilities when requested: project manage ticket processing and data entry projects (comp request documents etc.); serve as Lead Associate at an increased pay rate, answering Associate questions, performing minor technical troubleshooting, and serving as point of escalation for difficult interactions
Other ticket processing, patron communication and database hygiene: assist Audience Services with other data entry, ticket and membership processing as requested, make occasional informational outbound calls to patrons
Helping patrons with show-by-show upgrades
Data clean-up as necessary
Serves as the first point of contact and information for our audience, engaging them as a friendly, courteous, professional representative of the theatre
Uses Tessitura CRM, process ticket and membership transactions for patrons by phone, in person and via email: sell and exchange tickets; sell memberships; sell gift certificates; donate tickets and cash; process ticket value from cancelled shows; assemble membership cards, gift certificates and other ticket mailings
Coordinates with house management to resolve ticketing conflicts.
Serves as a knowledgeable resource for patron questions by phone, email, and in person: troubleshoot virtual content, maintain knowledge of parking, accessibility, and neighborhood restaurant options and recommend ticket and membership options to suit patrons’ needs.
Prepares and works will-call shifts, packing, distributing and re-printing tickets, assisting with line management and directing patrons around campus.
Processes other ticket orders, communicates with patrons, and maintains database hygiene.
Assist Audience Services with other data entry, ticket, and membership processing as requested, making occasional informational outbound calls to patrons.