ESSENTIAL CHARACTERISTICS:

1. Requires a friendly, outgoing individual with great communication, listening, and customer service skills
2. Must be able to operate effectively within a group and as a team leader
3. Solution oriented, creative problem solver, and critical thinker
4. Well organized and able to coordinate multiple projects simultaneously
5. Must be punctual and reliable with an attention to detail

ESSENTIAL DUTIES:

(The essential functions listed below do not reflect all duties that may be assigned to this position.  The CTC may augment duties, including essential functions, at its discretion.)

1. Work with CTC staff to maximize ticketing/social media/Client Relations Management (CRM) software.
2. Provide leadership and training in the development and implementation of patron services policy as it affects front of house and box office operations
3. Develop box office policies/procedures and customer service manuals in order to communicate and implement these policies consistently
4. Update all front of house, box office personnel, and other CTC staff with regard to current productions, on-sale dates, prices, reviews, special events, etc.
5. Work with management team on developing and implementing marketing strategies
6. Sell single and subscription tickets to the public on-site, online, and by phone. Support patrons in maximizing their use of online purchasing options
7. Address patron questions, complaints and concerns
8. Maintain accurate and up-to-date client records
9. Maintain and update box office signage and posters
10. Devise strategies for developing group engagement and coordinating group sales
11. Prepare or oversee preparation of all ticket office reports for management and reconciliation with business office.  Work with Director of Finance to ensure adequate and accurate reporting and compliance with accounting procedures utilizing a variety of computer programs and applications
12. Attend staff meetings, marketing meetings, and facility rental meetings as required
13. Perform under the Working Conditions described below 

QUALIFICATIONS FOR ENTRY:

KNOWLEDGE OF:

• An internet-based ticketing system preferred
• Cash and credit card handling preferred
• Effective business communication
• Best customer service practices
• Computers, internet, and social media platforms

ABILITY TO:

• Work under minimal supervision and collaboratively as part of a team
• Provide superior customer service
• Maintain client confidentiality
• Efficiently and effectively plan, organize, and complete daily tasks and achieve long-term goals
• Accurately balance and transact daily cash and credit card sales
• Gather and evaluate information, and communicate it to others effectively
• Contribute to the design of an organizational strategic plan and its implementation and execution.

EXPERIENCE, CERTIFICATION/LICENSES, AND TRAINING:

• College degree preferred
• Facility with Microsoft Word, Excel, and Outlook
• Customer service and social media background required
• Project management experience preferred
• Fluency in Spanish desirable

WORKING CONDITIONS:

• Work in a small confined and secure office in a theatre environment
• Deal with highly confidential information
• Work under tight time constraints
• Regularly manage the concerns of dissatisfied customers
• Occasionally available to work overtime or split shifts as required, generally with advanced notice
• Regularly lift up to 10 pounds