Writers Theatre seeks a full time Box Office Manager to join its Box Office management team. The preferred applicant will be polished, poised under pressure, comfortable interacting with patrons by telephone or in person, individually or in small or large groups and capable of leading a team in providing boutique-level customer service.
Reporting to the Director of Marketing & Communications, the Box Office Manager (BXM) helps to ensure all Box Office team members are maintaining a high level of professionalism and industry-leading customer service. The BXM will advocate for the needs of the WT audience by building deep relationships with subscribers and patrons, acting as the face of customer service for WT.
The ideal candidate will have the ability to remain poised in high-stress situations while exercising good judgment; show the ability to remove barriers between patrons and performance and display both patience and enthusiasm. The BXM will serve as team leader for WT’s full time and part time Box Office team members and must demonstrate good leadership skills, set a positive example and proactively coach staff as necessary. The BXM will be responsible for working independently on projects from conception to completion and should be able to prioritize and execute these projects and daily tasks efficiently. The BXM will often collaborate with other departmental managers on these projects and must maintain a good working relationship with all peers.
Typical work hours are 40 hours a week, with evenings and weekends required throughout the year as the production calendar necessitates.
- Help create and execute organizational policy to anticipate patron needs.
- Work closely with Audience Services Manager and Associate Box Office Manager to create a streamlined and welcoming audience experience.
- Serve as team leader for the Box Office staff; coach the team on prioritization of Box Office projects and best customer service practices.
- Supervise interactions with patrons over the phone, in person and via email, as necessary.
- Resolve patron issues/complaints in a timely manner that is in keeping with organizational policy.
- Help to create and execute Box Office and ticketing policies.
- Maintain Box Office spaces, ensuring appropriate materials are stocked and organized at all times.
- Perform daily reporting.
- Perform price flushes weekly and intermittently, as needed.
- Serve as primary liaison between Box Office and Front of House, Advancement, Marketing and Education departments.
- Assist with marketing and advancement events as necessary.
- Develop plans/training to ensure an efficient and effective Box Office; supervise the implementation of plans/training.
- Lead and supervise outreach to and accommodation of access patrons.
- Lead and supervise Tessitura and customer service training of Box Office associates. Serve as primary Tessitura superuser within the Box Office.
- Lead and supervise outreach to and cultivation of group sales, assisting and offering coaching as necessary.
- Edit marketing and advancement materials as necessary.
- Schedule Box Office staff monthly for the following: box office shifts, will call shifts, audience engagement events, building rentals and training.
- Be a presence during daytime hours in the box office to greet patrons, customers, donors, artists and vendors.
- Attend weekly Marketing, Advancement and Artistic meetings.
- Attend weekly meeting with Audience Services management team.
- Attend biweekly Access and Rental meetings.
- Attend monthly CCAC meeting.
- The successful candidate will have:
- Two or more years of team management experience.
- Extensive customer service experience.
- The ability to empathize with patrons and staff.
- Enthusiasm and appreciation for live theatre.
- Flexibility, creativity and poise under pressure.
- Superior organizational and time management skills.
- Excellent written and verbal communication skills.
- Ability to correctly assess priorities and meet deadlines.
- Working knowledge of Tessitura ticketing software is strongly preferred.
- Proficiency in Microsoft Office Suite.
- Bachelor’s degree preferred.
We are interested in receiving candidates from a broad spectrum of people, including women and people of diverse racial and ethnic backgrounds.
Writers Theatre is an equal opportunity employer located in Glencoe, IL. All personnel decisions (including hiring practices, evaluation and working conditions, promotion and termination) are made without regard to considerations of race, religion, color, age, sex, sexual orientation, marital or veteran status, or physical or mental disability (except where related to ability to perform the essential functions of the job, in accordance with applicable laws) or other status protected by law.
Qualified and interested candidates should email a cover letter and resume to email@example.com by Friday, February 21, 2020. No phone calls, please.