Ticket Services Representative

Under the leadership of Artistic Director, Diane Paulus, the American Repertory Theater (A.R.T.) is poised to extend its Box Office services to support the vision of the Artistic Director and our productions, while enhancing the cultural climate of the community, and creating a model for American theaters. With this new visibility and energy, the Ticket Services Representative will join a Patron System/Ticket Services Department that is designed to respond the highest level of customer satisfaction. Reporting to the Ticket Services Manager, the Ticket Services Representative is an important member of an evolving Patron System/Ticket Services Department for the A.R.T.  The successful candidate will undertake a broad range of ticketing transactions and data cleaning responsibilities, which enable the box office to provide high-quality customer relations.  This includes the timely processing of all ticketing transactions and maintenance of accurate constituent data on the theater’s Tessitura database, updating records as needed, and generally ensuring the accuracy of customer and transactional information. Duties & Responsibilities • Engage in timely processing of all ticketing transactions and maintenance of accurate constituent data on the theater’s Tessitura database, • Update records as needed • Ensure the accuracy of customer and transactional information.  • Efficiently and effectively process single ticket transactions, subscription orders, ticket exchanges, ticket donations and other solicited donations. • Assist patrons via phone, in person, via email and online chat to complete transactions and answer questions; • Work on projects as assigned by the Ticket Services Manager and the Head of Patron Services.  • Adhere to theater’s policies and procedures;  • Work in a safe manner;  • Perform duties as workload necessitates;  • Maintain a positive and respectful attitude;  • Communicate regularly with supervisor about department issues;  • Demonstrate efficient time management and prioritize workload;  • Demonstrate regular and consistent attendance and punctuality;  • Meets department productivity standards;  • Participates in theatre events as needed or required. Key Responsibilities • Sharing Ticket Services policies, procedures and seasonal information with the other representatives to promote Patron Services/Ticket Services consistency.  • Soliciting clarity of information from the management team when scenarios of conflicting or missing information present themselves to the representative staff.    • Being confident in fielding questions about the ART season on the phones for inbound calls and outbound calls.  • May also be responsible for Ticket Services opening and/or closing procedures. • Additional duties as assigned.   Basic Qualifications are the minimum requirements a candidate must meet to be considered for this role. • Two years of experience in a box office environment using Tessitura or similar CRM database. Additional Qualifications and Skills: • Basic computer knowledge of Google docs. • Excellent attention to detail and accuracy.  • Excellent typing skills.  • Self-starter with ability to problem-solve efficiently and effectively.  • Ability to multi-task in a fast-paced office are necessary.  • Interest or experience in the arts is helpful.   • Ability to work independently with minimal supervision and with others as part of a team.  • Can lift 35 pounds.  • Strong written and verbal communication skills—expressing oneself as well as listening. • Self-motivation, attention to detail, and a willingness to learn new skill sets • Standard Hours/Schedule: 25 hours per week (off Sunday and Monday) • Wednesday 6.5 hours • Thursday 6.5 hours • Friday 6.5 hours • Saturday 5.5