Description
POSITION SUMMARY:
The Ticket Office Associate facilitates ticket sales and donations as the frontline voice of Milwaukee Rep. They provide friendly welcoming customer service to people of all ages and abilities by phone, email and in-person. Commission for donations is in addition to posted hourly wage. Position requires a minimum of two shifts a week totaling at least 12 hours with a maximum of 28 hours a week based on staffing needs.
RESPONSIBILITIES:
- Provide excellent customer service at all times in person, by phone and email, and at lobby sales tables by answering questions promptly, accurately, respectfully and thoroughly.
- Process all elements of Subscriber and Single Ticket transactions including sales and exchanges.
- Learn about all Milwaukee Rep offerings to ensure preparedness for patron and guest inquiries.
- Develop strong proficiency with ticketing system (Tessitura) to assist patrons quickly and efficiently.
- Contribute to team and individual revenue goals by proactively selling tickets, up-selling Subscription packages; cross-selling tickets and restaurant dinner packages.
- Support the theater's fundraising efforts with donation requests during sales transactions, including explaining theater's donor benefits.
- Support outbound sales efforts by updating patron information in Tessitura, taking on occasional call-out sales shifts and customer service courtesy calling.
- Monitor ticket inventory and proof accuracy of customer-facing information as needed.
- Contribute to a positive, supportive team environment where all staff members can be successful.
- Accurately count and balance received checks, cash and credit cards at the close of shift.
- Assist as needed on various administrative projects and other duties as assigned.
Requirements
Qualifications:
- Previous experience in Ticket/Box Office, customer service/hospitality or call center.
- Experience working with Tessitura ticket software desired.
- Demonstrates commitment to excellent customer service and enjoys working with the public.
- A professional demeanor with good communication skills.
- General office skills (business phone etiquette, use of computers/tablet devices).
- Strong organization skills and attention to detail in a fast-paced environment.
- Ability to remain patient and understanding, demonstrating resourcefulness and independence in problem solving/troubleshooting while interacting with patrons.
- Positive, articulate, outgoing and friendly personality; grace under pressure and a sense of humor a plus!
- Passion and interest in the arts is a plus.
- Office hours are 7 days a week. Night and weekend availability is a must – ideally, 20 hours a week.
Additional Requirements:
- Ability to pass a background check in compliance with Federal and/or State laws.
- A willingness to commit to the mission, vision, and values of the theater.
Milwaukee Rep Values Employees Who:
- Communicate well with a diverse group of colleagues.
- Demonstrate an aptitude and eagerness to learn new skills and processes when necessary.
- Solve problems and engage in creative thinking about challenges individually and in a group environment.
- Are able to accept and incorporate feedback.
- Have excellent interpersonal, teamwork, and diplomacy skills and ability to be self-directed and take initiative.
- Demonstrate an understanding of historical and institutional racism in the American theatre and/or a willingness to commit to learning and to the mission, vision, and values of the theater in areas of Equity, Diversity, and Inclusion efforts both in the workplace and in our community.
