Assistant Box Office Manager

Position Designation: Full Time Salaried

Position Reports To:

Immediate Supervisor: Box Office Manager

Direct Supervisors: ManagingDirector

Position Purpose and Objectives:

Under the direct supervision of the Box Office Manager, the Assistant Box Officer Manager is responsible for supporting the day-to-day sales operations of the Box Office, ensuring the highest level of customer service to all guests, vendors, and patrons. Duties include but are not limited to assisting with the management, scheduling, and training of Box Office staff in accordance with Drury Lane practices and procedures, assisting with overseeing membership renewal processing, sales reporting, and sales tracking, overseeing the Telemarketing arm of the sales department, assisting with programming all performances and corresponding dining packages in Ticketmaster and Archtics, remaining educated and up-to-date on new Ticketmaster innovations and updates, and creating a professional and positive work environment.

Essential Job Functions

• Ensure that all Drury Lane patrons receive superior customer service from not only themselves but all Box Office staff members.
• Assist the Box Office Manager with:
• Hiring, training, scheduling, and managing Box Office and Staff
• Developing and maintaining documentation and training materials on Box Office policies and procedures that ensure an excellent level of service to patrons
• Overseeing the membership renewal process
• Overseeing the Telemarketing sales team
• Meeting and exceeding sales goals
• Programing all performances, subscription series, and special offers and promotions into Ticketmaster and Archtics
• Working with the Marketing department on mailing lists, customer service, and sales programs
• Maintain a high level of competency with Ticketmaster and Archtics, including new innovations and system updates.
• Foster and maintain a positive work environment within the Box Office staff and strong working relationships between the Box Office and all other departments within Drury Lane.

General Job Functions

• Demonstrate excellent customer service and interpersonal skills.
• Handle and respond promptly to customer inquiries and requests.
• Problem solve and react to change productively and professionally.
• Demonstrate the ability to be resourceful, innovative, committed, and forward-thinking.
• Work strategically and collaboratively across departments.
• Manage personal workflow effectively, completing assigned tasks accurately and in a timely manner.
• Take direction and work well with others.
• Work flexible hours that include evenings, weekends, and holidays to meet the demands of a 24-hour operation.
• Arrive to work promptly and regularly.
• Behave professionally within the work environment.
• Work as part of a team.
• Perform other tasks as assigned.

Supervisory Responsibilities

• Direct the workflow of others in the Box Office.
• Schedule Box Office to specific shifts and/or assign their workload.
• Train others in the Box Office and troubleshoot their work.
• Implement and enforce theatre policies.

Direct Reports

• 10 PT Box Office Associates

Qualifications

• Bachelor’s Degree, preferably in theatre, entertainment, hospitality, or business administration- (preferred but not required) or equivalent work experience.
• Minimum of two-four years of management experience.
• Minimum of one-two years of current Box Office sales experience.
• Basic knowledge of or willingness to learn Ticketmaster and Archtics.
• Proficiency in all Gmail and Microsoft Office programs.
• Knowledge of live events with knowledge of live theatre preferred.
• Reliable transportation to and from Oakbrook Terrace as public transportation is extremely limited.
• Availability to work evenings, weekends, and holidays.
• Ability to stay in one place for extended periods of time, speak and listen in-person and via telephone.

Working Conditions:

• Flexible schedule, reporting to work on evenings, weekends, and holidays.
• Repetitive hand movement and fine coordination in using a computer keyboard.
• It may be necessary to climb stairs with some lifting, transporting, and installing equipment, including ticket printers, required. This employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds (with assistance if necessary).
• Work hours are normally 40 hours per week but can be more depending on workload and the theatre schedule.