SOLSTICE Box Office Lead

About the role

The SOLSTICE Guest Services & Box Office Lead provides ticketing and guest services support for Mount Auburn’s signature annual event, SOLSTICE: Reflections on Winter Light. Beginning in early October, this role serves as the primary point of contact for guest ticketing questions before and throughout the event season, helping ensure a smooth and welcoming experience from the moment guests purchase tickets through their arrival on-site. The Guest Services & Box Office Lead will be trained on Eventbrite and Mount Auburn’s SOLSTICE ticketing policies and will assist in managing the dedicated SOLSTICE email account, responding to guest inquiries, processing ticket exchanges when appropriate, and helping resolve ticketing issues by phone and email. During the event run, hours will increase as needed to manage the high volume of guest communications and support on-site box office operations. This individual will also be cross trained as an Onsite Event Lead and may provide on-site leadership coverage during the event when operational needs arise.

Responsibilities

• Serve as the primary support person for guest ticketing inquiries beginning when public ticket sales open supporting the Lead SOLSTICE Team.
• Monitor and respond promptly during scheduled hours to emails received through the SOLSTICE Box Office email account.
• Answer guest phone calls related to ticketing, accessibility, event policies, and general event information.
• Utilize Eventbrite to assist guests with ticket purchases, process approved ticket exchanges and modifications, and manage guest orders.
• Provide exceptional customer service while resolving guest concerns.
• Attend required training sessions.
• Serve as an Event Lead during the event if additional leadership coverage is needed.

Schedule

• Pre-Event (October–Early December)
  • Training during the last week of September.
  • Approximately 4–6 hours per week, as needed, beginning October 1 when public ticket sales open.
  • Hours will vary based on ticket sales volume and guest inquiries.
• Event Run (December 3–21)
  • Hours increase as needed to support guest communications, phone calls, email volume, and on-site box office operations.
  • Evening and weekend availability are requested.
  • Not to exceed 10–12 hours per week

Qualifications

• Exceptional customer service and communication skills.
• Strong written communication skills.
• Comfortable learning Eventbrite and other ticketing software.
• Able to manage multiple priorities in a fast-paced environment.
• Experience in ticketing, events, hospitality, or customer service preferred.
• Familiarity with Mount Auburn Cemetery and/or SOLSTICE is a plus.

Working Conditions

• Office work during the pre-event period and on-site work during the event run.
• Evening and weekend availability required during SOLSTICE.
• Ability to work independently and collaboratively as part of the SOLSTICE team.