Ticketing & Box Office Representative

About the role

The Ticketing & Box Office Representative position is an on-call and hybrid position, requiring both onsite and remote work. The role involves responding to calls and emails via work-provided equipment, working in the Box Office around the performance schedule, assisting guests with ticket sales, Will Call pickup, and resolving other ticket-related last-minute issues. The representative also acts as the first point of contact for guests at TSC and is expected to exemplify the organization's values in all interactions.

Responsibilities

• Responding to calls and emails via work-provided equipment
• Working in the Box Office around the performance schedule, assisting guests with ticket sales, Will Call pickup, and resolving other ticket-related last-minute issues
• Assisting guests with inquiries and ticket-related requests via live help (by telephone, through online communication tools, and in person)
• Listening to understand the guest’s needs and responding quickly, accurately, and politely
• Providing closed-loop communication with the guest, always striving to resolve open issues and providing clear timelines for communication on follow-up items
• Demonstrating empathy for the guest and a sense of urgency to assist in resolving their concerns
• Proactively diffusing and rectifying difficult ticket-related situations
• Representing TSC as an ambassador and guest liaison
• Escalating guest service issues as appropriate
• Communicating accurate information, verbally and in writing
• Keeping abreast with current TSC-related events
• Working closely with various TSC departments, creating an environment of service excellence
• Upselling and cross-selling events as designated
• Assisting management with special projects
• Maintain regular, reliable, and punctual attendance
• Perform other duties as assigned within the scope of the position

Requirements

• High School Diploma or equivalent experience required
• 3 or more years of customer service experience
• Previous experience with handling high-volume transactions in a fast-paced environment
• Inbound and outbound call center experience is preferred
• Previous experience with remote work is preferred
• Must be 18 years of age
• Strong personal interest in the performing arts
• Flexibility to work evenings, weekends, and holidays is preferred
• Ability to quickly learn database systems
• Ability to diagnose and resolve diverse online transaction and ticketing concerns across both desktop and mobile platforms
• Excellent troubleshooting and analytical skills with the ability to solve problems with little direction
• Friendly, helpful, positive, and upbeat personality with a strong desire to assist all intra- and interdepartmental team members, external guests, and other visitors to TSC
• Exceptional attention to detail and ability to multi-task
• Excellent verbal and written communication skills, focusing on articulation and proper grammar
• Superior interpersonal skills
• Maintain a professional appearance at all times
• Team-oriented and the ability to work well with others
• Works effectively and efficiently with a diverse group of team members
• Bilingual abilities: Spanish is preferred
• Strong organizational skills
• Must be legally authorized to work in the United States
• Proficient in navigating digital landscapes including troubleshooting browsers, Apple Wallet, and payment issues
• Proficient in the use of Microsoft Office products, particularly Outlook, Word, and Excel

Qualifications

• Must be able to qualify for licenses and permits if required by federal, state, and local regulations during the course of employment