Box Office Representative

Boston Ballet is an internationally-acclaimed company dedicated to forging human connections through the art of dance. We value a diverse workforce and encourage individuals with varied life experiences and backgrounds to join our team.

About the role

The Box Office Representative is a part-time, front-line position responsible for delivering excellent customer service to over 200,000 patrons annually, including subscribers, donors, VIPs, and staff. This role handles customer interactions via phone, email, mail, and in-person at the 19 Clarendon Street and Citizens Opera House Box Offices. The position requires a deep knowledge of the current season, company policies, venue details, and the Tessitura CRM database.

Responsibilities

• Process approximately 20,000 orders annually for 80,000 tickets, generating $4 million in revenue (30% and 20% of totals, respectively).
• Handle 11,000 ticket and subscription exchange requests and 16,000 complimentary tickets annually.
• Manage sensitive transactions, including account credits, refund requests, add-on donations, and tickets for Boston Ballet School programs (e.g., Next Generation, Spring Showcases).
• Maintain accurate sales reconciliation reports.
• Deliver high-level customer service with a focus on accuracy, efficiency, and problem-solving in challenging situations.
• Stay organized and informed about Box Office policies and procedures.
• De-escalate difficult customer interactions by remaining calm and considerate.
• Work at the Citizens Opera House Box Office during performance weeks.
• Perform administrative tasks such as maintaining database records, merging accounts, closing customer service issues, and tagging records for historical accuracy.

Requirements

• Bachelor’s degree or relevant experience preferred.
• Minimum of 1 year of experience in sales and customer service.
• Strong customer service skills; professional, enthusiastic, and detail-oriented with numbers.
• Flexible, positive attitude with the ability to multitask and problem-solve in a fast-paced, collaborative environment.
• Proficiency in Microsoft Office, Excel, and Word.
• Experience with Tessitura is a plus.
• Commitment to contributing to a diverse, equitable, and inclusive work environment.

Schedule

• Part-time position with hours varying based on labor needs.
• Evenings and weekends required during performance weeks.

Pay

$17.00 per hour.