Patron Services Lead (PT)

About the role

Under the direction of the Cultural Front of House Coordinator, this position prepares, organizes and administers box office functions of the Cultural Department and the Parker Arts, Culture and Events (PACE) Center, as well as assisting with events and administrative tasks. The role works cooperatively with event promoters, coordinates ticket sales, schedules and reports, performs office functions, provides customer service including ticket sales, refunds and issuance, and interfaces with the public, donors, performers and staff.

Responsibilities

• In House Lead capacity, oversees lobby and theater during performances, ensuring safety and quality standards are met.
• Works with the Outreach Specialist to recruit, train and schedule ushers.
• Maintains accessibility equipment.
• Coordinates with Box Office, Technical, Administrative and Concessions staff to ensure smooth running of all performances with emphasis on public safety and an enjoyable audience experience.
• Reviews customer requests for service to evaluate levels of service, types of requests or problems.
• Assists in providing on-site maintenance and operation of the computerized ticketing system, including building events for the Cultural Department and theater renters, maintaining the patron/contact database and ensuring performance information for ticketed shows on the Cultural Department website is accurate.
• Assists in coordinating ticketing for PACE and Schoolhouse Theater rental groups and provides sales reports to renters.
• In conjunction with Assistant Cultural Directors for Programs, and/or other management staff as needs dictate, coordinates final rental ticket revenue payment.
• Assists in the administration of special offers, group sales, complimentary tickets and ticket adjustments.
• Assists in the management of box office finances including handling of cash, checks and credit card payments from tickets, merchandise, and concessions income.
• Prepares cash banks for concessions, box office and petty cash.
• Prepares settlement reports to performers and manages ticketing inventory when necessary.
• Works with the Town of Parker finance department to oversee daily financial reconciliation reports and to investigate and correct discrepancies as they occur and acts as primary liaison with credit card processing agencies.
• Assists in the management of all customer service functions including sales, refunds, gift cards, ticket transfers and seat change requests.
• Acts as secondary point of contact for special requests and complaints.
• Assists in the coordination of group sales initiatives and acts as secondary contact for group sales and complimentary tickets.
• Assists in the training and scheduling of Patron Services personnel and helps ensure the front desk and House Lead are adequately staffed during open hours.
• Works in box office sales as needed.
• Assists in providing software support for ticketing system; works with the Town IT Department and ticketing system on equipment repair or maintenance.
• Provides excellent customer service and ensures the same from all assigned staff.
• Creates positive relationships with facility users and renters and works to resolve problems.
• Responds to inquiries and issues from the public; prepares correspondence in response to requests for information, complaints and other public information matters.
• Researches and resolves complaints and problems.
• Serves as facility staff on duty as scheduled.
• The ability to work a flexible schedule including evening and weekend hours is required. Holiday work may be required.
• Executes reconciliation of purchases made with the Cultural Department’s Purchasing Card.
• Facilitates UPS and FedEx shipments.
• Assists in ordering of office and printer supplies.
• Processes art sales in Aloha including completion of artist commission check requests.
• Performs break room maintenance and dishes.
• Maintains staff contact list including notation of TIPS and other training status.
• Handles mail distribution and scheduling of facility and IT requests as necessary.
• Serves as first point of contact daily for all visitors to PACE, greets/directs visitors, vendors and renters; locates cultural arts personnel as needed, answers questions about shows, instructors, classes & cultural arts facilities, shows theater and gives tours.
• As first point of contact, registers people, accepts payment and processes in ActiveNet, prints class registers for instructors, answers questions concerning classes and instructors or directs individuals to Education and Events Department personnel when necessary on phone and in person, and assists class/event attendees when necessary.
• Has a general understanding of all facility operations, including basic technical equipment, open and lock up, and custodial procedures. May staff these functions from time to time depending on scheduling needs.

Requirements

• One to three years of experience in ticketing, box office or a closely related area is required.
• Supervisory experience preferred.
• Associate's degree or college courses in business, accounting, liberal arts or related area preferred.
• Training for Intervention Procedures (TIPS) Certification, or the ability to obtain certification upon hire in order to execute responsible sales of and service regarding alcohol sold on the premises.
• Knowledge of, experience in and/or strong interest in arts and culture is preferred.

Skills

• Ability to establish and maintain effective working relationships with Town officials, community organizations, the public, promoters, coworkers and supervisors.
• Strong customer service skills and a willingness to help people.
• Knowledge of principles of sales and promotions.
• Knowledge of and ability to apply basic analytical, math and accounting skills.
• Working knowledge of computers and modern office practices and procedures.
• Extensive knowledge of word processing and various software packages related to sales including, but not limited to, Microsoft Office.
• Knowledge of ticketing systems is preferred.
• Ability to effectively foster relationships with the public and to handle stressful situations.
• Ability to interact with a broad range of people to effectively accomplish assigned tasks or projects.
• Must be flexible and able to handle multiple tasks and conflicting priorities.
• Must be able to work under and adhere to deadlines, even under stressful or difficult situations.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to follow both verbal and written instructions, and the ability to issue clear and concise verbal and/or written instructions to subordinates and other employees and report operations verbally or in written form.
• Ability to assist in setting up events and exhibits.
• Ability to work flexible hours including weekends, evenings, and holidays as workload demands and as assigned.

Pay

Hiring range: $16.00–$24.98 hourly

Full salary range: $22.81–$28.90 hourly