Ticketing Associate (Part-Time, Evenings/Weekends)

About the role

The Ticket Office team at Des Moines Performing Arts is seeking a dynamic and detail-oriented individual to join our team as a Part-Time Ticketing Associate. This role involves assisting guests with ticket purchases, exchanges, and inquiries, all while delivering an exceptional guest experience.

Responsibilities

• Process ticket sales accurately and efficiently, including applying appropriate pricing, discounts, and donor price codes.
• Process ticket exchanges in accordance with established policies and procedures.
• Provide guests with information regarding performances, ticketing, and venue services.
• Deliver a positive guest experience by interacting in a professional, courteous, and solution-oriented manner.
• Address guest questions, concerns, and requests promptly, utilizing available resources and documentation as needed to resolve issues and complete transactions.
• Prepare and organize the workstation before opening and maintain a clean, professional work area throughout the shift.
• Accurately complete end-of-shift balancing and cash-handling procedures.
• Identify opportunities to enhance the guest experience and contribute to continuous improvement of ticket office operations.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent required.
• Must be at least 18 years of age.
• Availability to work evenings, weekends, and occasional holidays as needed.
• Ability to occasionally lift and move materials weighing up to 10 pounds.
• Minimum of one year of customer service experience.
• Ability to learn and effectively utilize ticketing systems, phone systems, and other workplace technology.

Critical Success Competencies

• Diversity & Respect – Possesses universal respect for views, ideas, backgrounds, attributes, and appearances different from one’s own.
• Professionalism – Demonstrates consistent professionalism through respectful behavior, appropriate communication, reliable follow-through, and a professional appearance.
• Communication Skills – Builds understanding by sharing information clearly and professionally with guests, donors, and team members.
• Customer Service Orientation – Delivers professional, courteous, and responsive service while creating positive experiences for guests and donors.
• Guest Recovery & Conflict Resolution – Remains calm, professional, and solution-oriented when responding to guest concerns, complaints, or challenging situations, seeking resolutions that support both the guest experience and organizational policies.
• Technology Adaptability – Demonstrates the ability to learn and effectively use ticketing systems, phone systems, and other workplace technologies while maintaining accuracy, efficiency, and a positive guest experience.
• Attention to Detail – Ensures accuracy and quality when processing transactions, maintaining records, and following established procedures.
• Problem Solving – Identifies issues and applies effective solutions within established procedures and guidelines.
• Adaptability – Adjusts quickly to changing priorities and demands while maintaining quality and accuracy in a fast-paced environment.

Physical Demand/Work Environment

• The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.
• Duties may include reaching, bending, and lifting or moving materials weighing up to 10 pounds.
• Employees frequently communicate with guests in person, by phone, and electronically.
• The work environment is service-oriented and fast-paced, with periods of increased activity during performances and other high-volume ticketing periods.