Ticketing Representative

We are seeking a highly organized, detailed orientated individual to fill the Ticketing Representative position for the Broadway side of the company. This individual will a provide high level of customer care for subscribers and single ticket buyers. This in-office role is responsible for selling subscription packages, single tickets, managing subscriber exchanges, pulling reports and managing patron data utilizing the Archtics integrated ticketing platform.

About the position:

Do you love the theater, having fun at work, and gazing at the most beautiful scenery Oregon has to offer? Portland Opera provides all of that and more! While eating lunch from the cafeteria, you can see third-story balcony views of Mt. Hood and the river. What if the weather is rainy? Enjoy your lunch inside and listen to the opera singers as they roam the halls spreading their love for the arts.  

You will have the opportunity to introduce ideas, gain knowledge, share expertise, while working in an exciting and fun environment at Portland Opera!  

Through your attention to detail, collaboration, and box office/customer service skills you will provide an integral role. The role reports directly to the Customer Service Supervisor and General Manager of Broadway who provides an engaging work environment where your ideas and questions are always welcome and encouraged! 

ARE YOU PASSIONATE AND INTRIGUED BY?

  • Box office and customer service
  • Music and theater throughout the day in a fun and enthusiastic workplace
  • Learning new skills and upholding high integrity day-to-day

EXPERIENCE:

  • 1-2 years of customer service or database management
  • Excellent organizational skills: ability to manage and prioritize multiple tasks. 
  • Computer proficiency required, including knowledge of Excel, Word, and experience with database principles, particularly data entry integrity.

Culture: With a passion for music and theater running all day in front of everyone’s minds, the Portland Opera provides an upbeat and enthusiastic culture. The relaxed environment provides employees the opportunity to always be at their best while having fun!

Portland Opera offers productions of the highest artistic quality, bringing the world of opera to the region. Over the past 55 years, the company has presented more than 200 operas, including world premieres. In addition to its annual season, the company is also renowned for its outreach and educational initiatives, including Portland Opera-To-Go, Opera a la Carte, and its Resident Artists Program, which supports the next generation of opera singers.

Our Commitment to Equity, Diversity & Inclusion

At Portland Opera, we are committed to diversity and inclusion in the workplace, and we are an equal opportunity employer.  Portland Opera Association will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law. We are committed to eliminating barriers to access and equity and see a diverse workforce as a key step toward this goal. We invite you to join us on our journey.

Full Job Description - More Information
Position: Ticketing Representative

Status: Full-time/Regular/Non-exempt

Reports to: Broadway General Manager, Broadway Customer Service Managers

Normal hours: Regular Hours: 9:00am-5:00pm Monday-Friday, Show weeks: Work schedule varies depending upon production schedule, project deadlines, major campaigns, etc. Periodic evenings and weekends are required.


POSITION SUMMARY

The Ticketing Representative manages all ticket sales for Broadway in Portland productions and events. Operations are based on a model focused on active sales and excellent customer relationship management.

As a crucial team member of the Broadway in Portland series, the Ticketing Representative provides the highest level of customer care for both Broadway Subscribers and single ticket buyers.

The primary duties of a Ticketing Representative are to sell subscriptions and single tickets, primarily by telephone via incoming calls, make outbound renewal and customer care calls, pull reports and manage patron data.  Other customer service tasks are assigned as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provides excellent customer care, including full sales and service, to all subscribers, single ticket buyers and donors.
  • Develops relationships with patrons to improve their theater-going experience and exceed their expectations.
  • Maintains thorough knowledge of ticketing software and ticketing policies.
  • Assists in maintaining and updating sales records and other patron data for the company.
  • With the assistance of department managers, maintains thorough knowledge of all current and upcoming Broadway in Portland performances and events.
  • Works closely with House Managers, Concierges and other front of house staff to create a welcoming environment and memorable experience for all Broadway in Portland patrons.
  • Follows all protocols and procedures regarding the handling of cash, check, credit card, and gift certificate payments to ensure accountability for daily payment activity.
  • Answers general questions from patrons regarding productions, seating areas, directions to venues, and other related information.
  • Retains up-to-date information regarding seasons, special offers, and the company in general.
  • Provides staffing for any Broadway tours requiring an in-person lottery at the venue.
  • Staffs Broadway venue Box Office as scheduled (evenings and weekends).
  • Demonstrates a positive attitude with consideration for others.

(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

OTHER DUTIES

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 


SKILLS/EDUCATION/EXPERIENCE

REQUIRED

  • Call center sales and service, both outbound and inbound preferred.
  • Point-of-sale/database systems.
  • Accountability and accuracy working with large amounts of cash.
  • Managing confidential financial information and personal data.
  • Closing sales in a timely, professional manner.

Demonstrated ability to:

  • Participate as a vital member of a sales team.
  • Determine patron preferences and problem solve issues in a professional and timely manner.
  • Work successfully with people in a variety of settings, including business professionals, volunteers, patrons, and Portland Opera staff.
  • Listen and communicate effectively and respectfully with people at all levels, in all settings.

Other Strengths and Skills:

  • Excellent oral and written communication skills.
  • Business math skills as required for transaction processing.
  • Proficiency with Microsoft Word, Excel and Outlook.
  • Adaptability, flexibility, quick learner, and strong attention to detail
  • Self-starter with the ability to prioritize and effectively manage multiple projects.
  • Collaborative and enthusiastic with a genuine enjoyment of working with people.

JOB CONDITIONS

GENERAL

Ticketing Representatives work in office environment lit with a combination of fluorescent and natural light, plus task lighting. Approximately 80% of workday is spent on the phone at a computer workstation. 

Other duties include box office window sales and customer service at Hampton Opera Center and Keller Auditorium. Other activities include attending staff meetings and company events. 

This position requires periodic evening and weekend hours during Broadway series show weeks, with occasional local travel by car or public transportation to venues or events.

EQUIPMENT USED

Each Ticketing Representative is typically assigned a workstation that is not shared with other employees.  An adjustable task chair is assigned to each workstation and can be adjusted for individual comfort. 

A telephone with headset, copier/printer, calculator and standard office tools and accessories are utilized throughout the work shift.

PHYSICAL DEMANDS

Most duties are performed in a seated position at a computer workstation for approximately two hours at a time.  The telephone and computer workstation are used for a significant portion of the workday.

Duties require the ability to use a repeat-dial phone and designated phone handset or headset effectively, and to work shifts that change periodically during show weeks. The Broadway Customer Service Representative’s standard duties do not require lifting or moving objects heavier than 10 pounds. Objects heavier than 20 pounds should not be lifter or moved without assistance. 

About Portland Opera

OUR MISSION, VISION, AND VALUES

VISION
We celebrate the power of performance, storytelling, and song as an inclusive artistic leader.

MISSION
We gather and inspire audiences, artists, and collaborators to share opera experiences that enliven and connect us all, enhancing the cultural landscape of the beautiful Pacific Northwest.

VALUES
We realize our mission and vision with a constellation of values that guide our work:

The Art of Opera

We are unapologetically passionate about the live art of opera, and are energized by its roots as the people’s art form. We believe in its future. We continue the timeless tradition of storytelling, we celebrate the universal language of music, and we honor the brilliance of the human voice. 

Ensemble & Cultural Equity

Our work relies on being an ensemble, and our ensemble only thrives with diversity, equity, inclusion, and respect. We commit to actively confronting and dismantling white supremacy, patriarchy, and exclusion in our company, field, and community. We commit to being inclusive and strive every day to be an anti-racist organization. 

Our Shared Humanity

We sing stories about experiences, emotions, and moments that matter in life. In this practice we, together with audiences, aim to reveal and gain insight into the human condition—as a reflection of ourselves, and ourselves in relation to each other. 

Fiscal Strength & Stewardship

We are committed to the fiscal health of our organization, and its bright future. We are dedicated financial stewards of the community and the philanthropic funding that makes our work possible. 

Community Connections

We generate positive impacts for our community, fostering and co-authoring collaborations and programs to achieve meaningful engagement. We contribute to the civic and cultural life of our region, and amplify the contributions and insights of our peers, colleagues, and partners. 

Imagination & the Entrepreneurial Spirit

We accomplish our work with an enthusiasm to be creative, to innovate and transform, to adapt and collaborate. We hold ourselves and each other accountable to achieve sustainability, increase accessibility, and make space for curiosity in attaining our strategic goals. 

Compensation/Benefits

We work to empower and inspire all to be their very best. We are committed to keeping our employees and their families as healthy as they can be, which is why we provide a comprehensive benefits package.

  • Compensation Structure: This position offers a non-exempt hourly pay range of $17/per hour with the below benefits.
  • Our benefits start the 1st of the month following your start date and include: 
    • Medical, Dental, and Vision options 
    • Retirement plan 
    • Up to 18 days of PTO + 16+ Paid Holidays off; including the last week of December off!
    • Work-life balance with a 37.5-hour work week! 
    • Two complimentary tickets to all Opera productions
    • Free parking or employer-paid monthly transportation allowance 
    • Indoor bike storage, shower, and locker room 

Submit your resume & cover letter for consideration to: operajobs@portlandopera.org 

(No Phone Calls Please)

TO APPLY: 

Qualified candidates should forward resume and cover letter to OperaJobs@portlandopera.org

Please, no phone calls.

Portland Opera is a tax-exempt 501(c)(3) organization and an Equal Opportunity Employer. 

Apply today! Email us your resume and cover letter.