Audience Services Supervisor

Metropolis Performing Arts Centre is a 501(c)(3) nonprofit organization located in the heart of downtown Arlington Heights. It houses a 329-seat professional theater, as well as a full School of Performing Arts that includes drama, dance, and music instruction.  The part-time Audience Services Supervisor is a backup to the Audience Services Director and handles administrative and team supervision to serve patrons.

Summary of Job Responsibilities:

• Provide superb customer service to all patrons, whether in person, over the phone, or via email
• Manage and maintain the appearance of the box office and lobby with the department Director and House Managers
• Assist with public safety and emergency procedures as needed
• Communicate and collaboratively solve problems with front-of-house and production staff.  Promptly apply customer feedback to service improvement efforts.
• Demonstrate a thorough knowledge of ticketing system administration (AudienceView Professional): ticket purchases and exchange processes, payment options, editing shows/events, redeeming gift certificates, processing donation letters, processing/mailing ticket purchases, re-issuing old gift certificates, and pulling reports
• Ability to work unsupervised and delegate tasks to other Associates to meet patron expectations
• Demonstrate timely and consistent attendance
• Open and close the box office and theater as needed
• Inspect and troubleshoot equipment and supplies for the department
• Submit End of Day reports to the Finance Director as needed
• Assist the department Director with interviewing, training, and coaching new hires
• Coordinate with Development Director on attendance/seating for Marquee Nights (5-6 every season).
• Communicate with Usher coordinators for any changes to the performance schedule, added shows, etc.
• Schedule all Audience Services personnel, including Box Office Associates, House Managers, and Bartenders, with assistance from the department Director
• Serve as point of contact and backup for Box Office Associates, House Managers, and Bartenders in the absence of the department Director
• Complete opening and closing duties, including preparing deposits and transporting deposits to the bank
• Maintain inventory on third-party ticketing websites, lock seats for the mainstage productions, and process third-party payments upon arrival
• Assist school groups in unloading and loading buses before and after field trip performances
• Demonstrate PERFORM values of Metropolis and create an inclusive/accessible environment for all

Qualifications:

• Minimum 2-4 years’ similar experience in customer service, performing arts administration, or team leadership
• Minimum high school diploma, some college courses preferred
• Good technology skills preferred, such as ticketing systems and Microsoft Office
• Friendly, approachable demeanor to invite feedback and solve conflicts

Weekly Schedule:

• Weekdays: typically 11:30 am-4:30 pm
• Regular shifts on Friday evenings, Saturday afternoons and/or evenings, and/or Sunday afternoons for performance shifts. Occasional Saturday mornings.
• Weekend and occasional holiday availability are required