Audience Services Manager

  • Full Time
  • Chicago
  • November 6, 2021

Website steppenwolfthtr Steppenwolf Theatre Company

Audience Services Manager

The Audience Services Manager is an experienced box office professional who co-manages day-to-day operations of the Steppenwolf box office. With the Audience Services Supervisor, this position trains and co-manages 6-10 Audience Services Associates (part-time and full-time), manages third-party ticket sales for all Steppenwolf shows and helps maintain a smooth and efficient ticketing experience for all patrons using Tessitura CRM. When live performances resume, the Audience Services Manager’s primary focus will remain managing box office infrastructure and third-party ticket sales. However, evening and weekend availability is required beginning in November 2021 to manage will-call shifts. This position reports to the Associate Audience Services Director.

 

Areas of Responsibility:

Box Office Management

  • Manage and process payroll for a team of 6-10 part-time and full-time Audience Services Associates
  • Hire and train all new Associates
  • Create a monthly schedule to ensure the box office is adequately staffed at all times
  • Train all Associates in new procedures and policies, and maintain written documentation of the same
  • Communicate frequently with the Associate Audience Services Director, ensuring that Associates are aware of messaging, communications calendar and the general cadence of marketing campaigns
  • Schedule and facilitate monthly box office staff meetings, and additional trainings with the Memberships Manager or other Audience Services management as needed
  • Answer Associate questions and serve as point of escalation for difficult patron interactions when needed
  • Manage will-call shifts a few times a week
  • Work with the Associate Audience Services Director and Audience Services Supervisor to evaluate and update box office policies and procedures as needed

3rd Party Ticket Sales

  • Manage relationships with and allocate tickets to 3rd party vendors (Goldstar, Hottix, TodayTix) for all Main Series and Steppenwolf for Young Adults shows, strategizing about price points, number of tickets to each vendor etc.
  • Add and release third-party vendor holds in Tessitura
  • Reconcile income, maintain and communicate accurate data on sales and revenue from third-party vendors
  • Communicate and list all shows with the Teen Arts Pass program

Office Management and Equipment Maintenance

  • With the IT department, manage the box office phone system, including modifying hours and recorded greetings
  • Assist the Audience Services Supervisor in managing cash and check reconciliation for Audience Services
  • Basic troubleshooting on Boca ticket printers
  • Schedule permitting, this position may also be asked to assist the Audience Services team in building, testing and troubleshooting offers and pricing rules, processing membership forms, creating strategy for back-end Tessitura setup and performing other Tessitura-related tasks.

 

Successful candidates will have:

  • Superior written and verbal communication skills, with particular emphasis on phone service
  • Strong organizational skills and attention to detail
  • Daytime, evening and weekend availability; needs vary by performance schedule
  • Proficiency in Microsoft Office suite and Google suite
  • Experience training or teaching (not required)

 

Desired Qualifications:

  • 2+ years’ experience in customer service, preferably in a live performance box office
  • 2+ years’ experience working regularly with ticketing software; Tessitura experience preferred
  • Demonstrated commitment to creating a safe and accessible environment for staff and patrons
Instructions to Apply:

Interested candidates should submit a cover letter, resume and three references by 11/6

To apply for this job please visit www.paycomonline.net.

Pay Rate/Range*: $37,000- $40,000