Audience Services Coordinator

                                                                         STEPPENWOLF THEATRE COMPANY

For over 40 years, 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, stage managers and playwrights. 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 a dedicated and detail-oriented Audience Services Coordinator to support our commitment to providing inclusive and seamless experiences for all patrons. This administrative role is integral to coordinating accessibility performances and assisting with ticketing and membership services, while also providing key administrative support to the overall Audience Services team.

This role reports to the Associate Director of Audience Services.

Access Performance Support and Coordination 

• Serve as the primary contact for accessibility performances, including ASL-interpreted, audio-described, open-captioned, and sensory-friendly events.
• Assist in developing and monitoring the seasonal Accessibility budget.
• Coordinate ASL interpreter bookings:
  • Facilitate rehearsals and dramaturgy meetings in partnership with ASL vendors.
  • Arrange complimentary tickets for access vendors during preview and scheduled performances.
• Partner with the Production team to ensure optimal functionality of accessibility equipment and resolve technical issues.
• Provide captioned archival footage to access vendors in advance of scheduled performances.
• Manage production and distribution of alternative playbill formats, including Braille, audio, and large-print versions.
• In collaboration with the Education department, ensure accessibility offerings are incorporated into student matinee performances.
• Be present for and assist with all access performances, including ASL-interpreted performances, audio-described performances, and open-captioned performances.
• Assist in booking vendors for all Access performances (Sign language interpreting teams, audio describers, and captioners)
• Schedule and facilitate any rehearsals or dramaturgy meetings requested by service vendors.
• Gather W-9s and invoices from all service vendors in a timely manner
• Book comp tickets for all service vendors to preview performances, as well as comp tickets for vendors to use day-of (if applicable)
• Recruit, coordinate and train accessibility volunteers to assist patrons for scheduled access performances as needed
• Support the Director of Audience Services and the Associate Director of Audience Services in developing the operational plan for guests with disabilities.
• Stay current in best practices of performing arts accessibility and applicable accessibility laws.

Membership Assistance

• Collaborate with the Associate Director of Audience Services – Membership on seasonal subscription seating  and seating for Ensemble Theater. (Seasonally: May-June & September-October)
• Assist in checking season build and maintaining the Tessitura calendar.
• Support the editing and updating of documentation in the membership processing manual (Red Book).
• Assist with seasonal membership processing training for Ticketing Associates and be available during renewal season to support their efforts.
• Support processing web and mail orders.
• Review phone orders for errors and clarifications.
• Communicate with patrons regarding subscription orders and seating.
• Assist the Associate Director of Membership with proofing renewal materials and lists.
• Assist with show-by-show upgrades for subscribers.
• Process monthly Flex Card Membership cancellations.

Administrative Support

• Manage post-performance survey responses by distributing responses to key department leaders, responding to any customer service inquiries commented on and connecting their surveys with their Tessitura account.
• Coordinate and perform data entry and data clean-up as needed.
• Manages office supply orders for FOH and Ticketing and coordinates with the Director of Audience Services on purchases.

Will Call Management Coverage

• Supervise a minimum of one (1) will-call shift night a week, or as needed to ensure performances are covered. This includes:
  • Supervises box office operations during pre-performance will call shifts by managing ticket sales, financial transactions, and by collaborating with the House Manager to ensure smooth lobby operations
  • Providing a high level of customer service to patrons while problem solving any seating discrepancies, or customer service issues that may occur.
  • Handle the end-of-shift financial reconciliation process.
  • Release unused holds and allocations, fulfilling any last-minute ticketing requests, and administering the seating of any tickets sold through third party vendors.
  • Working the front line during a will-call or circulating between the main box office and the 1700 Theatre mobile box office to provide support as needed.
  • Writing and disseminating a box office and staffing report at the end of the will-call shift.

The ideal candidate will have:

• 2+ years of front-end ticketing experience required, preferably for a live performance setting using Tessitura.
• 1 year of supervisory experience preferred.
• Demonstrated commitment to creating a safe and accessible environment for staff and patrons
• Very strong customer service skills
• Superior written and verbal communication skills, with an emphasis in organizational skills and attention to detail
• Evening and weekend availability is a must.
• Proficiency in Microsoft Office suite and Google suite

Compensation:

Salary range: $41,155 – $44,749 per year with excellent benefit package for full time employees, including medical, dental, vision insurance, short-term and long-term disability insurance, life insurance, vacation pay, paid sick time, personal days, Ventra transit benefit program, employee assistance program and 401(k) matching retirement program.

NO PHONE CALLS OR EMAILS PLEASE

About Steppenwolf:

Now celebrating its 50th 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’s Mission:  

Steppenwolf strives to create thrilling, courageous and provocative art in a thoughtful and inclusive environment. We succeed when we disrupt your routine with experiences that spark curiosity, empathy and joy. We invite you to join our ensemble as we navigate, together, our complex world. steppenwolf.org, facebook.com/steppenwolftheatre, twitter.com/steppenwolfthtr and instagram.com/steppenwolfthtr