Lookingglass Audience Service Associate

Position: Audience Services Associate
Reports To: Director of Ticketing & Audience Services
Classification: Part time

Theatre Overview   
As one of the country’s largest ensemble theatres dedicated to the creation of new work, Lookingglass Theatre Company seeks to redefine the theatrical experience and to make theatre more exhilarating, inspirational, and accessible to all. Founded in 1988 by a group of Northwestern University theatre graduates, Lookingglass moved into its permanent home in the historic Water Tower Water Works on Chicago’s Michigan Avenue in 2003. Now in its 37th Season, the Company is a respected source for story-centered theatrical work that is evocative, physical, and visually rich.

With a roster of 33 Ensemble Members and 17 Artistic Associates, Lookingglass productions are centered on ensemble with training in theatre, dance, music, and circus arts. Through its powerful, original theatre, the Company’s goal is to fire the imagination with love, to celebrate the human capacity to taste and smell, weep and laugh, create and destroy, and wake up where we first fell— changed, charged, and empowered.

Position Summary 
The Audience Service Associates will perform various tasks to ensure the theatre’s smooth, safe, and efficient operation. Reporting to the Director of Ticketing and Audience Services, this role will extend great customer service to our patrons both in-person and over the phone/email.

Lookingglass Theatre is seeking friendly and enthusiastic people to join our Audience Services Team. This role will work and be crossed-trained in all Audience Services roles including box office, house management, and concessions.

Duties 
House Management 

•  Train volunteer ushers
• Work with Stage Management to ensure that performances run smoothly and start on time
• Maintain the security and safety of the building
• Maintain facility standards during all performances and events
• Maintain customer service standards during all performances and events
• Coordinate with the Director of Ticketing & Audience Services during special events and receptions

Box Office 

• Handle incoming calls, emails, and other inquiries
• Process ticket transactions and exchanges, including subscriptions, donations, and other transactions
• Assist with pre- and post-show duties, including managing will call, processing door sales, sales reporting, late seating, etc.
• Maintain customer services standards for all patrons and tourists visiting the Water Tower Water Works
• Place phone calls to patrons regarding production information, subscription renewals, group sales, etc.
• Other duties as assigned

Concessions 

• Work at concessions to serve patrons snacks, alcoholic, and non-alcoholic beverages before the show, during intermission, and during special events
• Sell merch to patrons
• Restock and manage cleanliness of bar space
• Assist in tracking inventory each shift
• Maintain food and beverage safety standards
• Manage Toast or other POS systems
• Assist with set up and strike of special events

Organizational

• Participates in organization-wide anti-racism work and incorporate an anti-racist lens into daily practice. Lookingglass recognizes that it has much to do towards being an anti-racist and a more equitable institution. We believe that our work and our lives are infinitely more complex, rewarding, illuminating, and nearer to truth when we have a wider variety of human experiences in our room, at our table, and on our stage. This work, by the Board, Ensemble, and staff, is ongoing.

Qualifications

• At least 2 years Customer Service Experience
• Box Office, House Management, or Food Service Experience is preferred
• CPR certification is a plus
• Experience with ticketing software is a plus (Lookingglass uses Spektrix)
• Must be over 21

The following items are physical asks of the position. Accommodations can be made, except as indicated below:

• Ability to repeatedly ascend/descend stairs
• Ability to stand for long periods of time

Schedule Overview 
Flexible Availability is a must, weekend and evening availability is required during productions.

Associates are scheduled based on availability. Hours during productions are typically Tuesday-Sunday between 12pm and 11pm, hours in between productions are typically Tuesday-Friday between 10am and 5pm, and hours vary for special events.

Production 1: March 5-April 26
Production 2: June 4-July 26
Other events TBD

Compensation 
$23.00 per hour

Benefits 
Chicago Paid Sick Leave ordinance: Any employee who works at least 80 hours for an employer in Chicago within any 120-day period is covered by the ordinance and eligible. For every 40 hours worked, employees will accrue one (1) hour of paid sick leave.

Application Procedure 
To be considered, please send a brief cover letter, resume, and three (3) references via email to boxuser1@lookingglasstheatre.org with “Audience Services Associate” in the subject line by Friday, January 16, 2024.

Lookingglass Theatre Company is an Equal Opportunity Employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, genetics, or status as an individual with a disability. We welcome applications from all qualified applicants.