Position: Ticketing Representative
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.
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.)
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.
- 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.
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.
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.
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.