Patron Services Shift Supervisor
The Broad Stage
Santa Monica, CAThis was removed by the employer on 1/18/2019 5:22:00 PM PST
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Part Time Job
Patron Services Shift Supervisor
Department: Audience Services
Reports To: Patron Services Manager
Position Type: Hourly, Non-Exempt
Summary:
Patron Services Shift Supervisors perform all the functions of an Associate; using best practices in customer service and sales, they provide patrons with a positive experience while adhering to organizational policies and procedures, plus assist with daily reporting and other administrative office tasks. In addition, Supervisors manage the Box Office when the manager is unavailable, directing staff activities and handling escalated patron issues.
Primary responsibilities:
· All duties of a Patron Services Associate
Provide outstanding customer service to create a great experience at the theater
Conduct ticket sales, exchanges and other transactions over the phone and in person
Complete daily, weekly and monthly reports and other administrative tasks
Answer patrons' questions concerning theater programs, schedules, directions, etc.
Work will-call window prior to performances
Process payments, accepting cash, check or credit card; ensure control of monies received at all times
Print tickets; verify accuracy and non-duplication of seats, dates and venue; accurately package and mail tickets
Resolve patron concerns; clarify the complaint, determine the cause, and select and explain the best solution; expedite correction or adjustment; follow up to ensure resolution
Properly respond to and archive emails sent to the Patron Services email alias
Maintain and update extensive patron database
Assist Concessions and Front of House departments, as needed
Perform other related duties as assigned
· Ensure the Box Office opens and closes on time and properly and is clean
· Print all will call tickets
· Count, distribute, collect and secure cash; ensure accounting is accurate
· Resolve patron questions and concerns that need Supervisor attention/judgment
· Guide Associate activities; manage breaks
· Troubleshoot OvationTix issues
· Prepare and send Box Office closing documents
Minimum requirements:
· All requirements of an Associate
Strong attention to detail
Two years customer service experience, live theater ticketing environment preferred
Ability to communicate well and follow instructions both orally and in writing
Ability to problem solve and trouble shoot
Takes initiative; can work well independently
Ability to multi-task and prioritize
Computer proficiency in Excel and Word
· Management or supervisory experience, 2 years, box office or similar, preferred
· Thorough knowledge of and comfort with OvationTix, preferred
· Outstanding judgement and customer service skills
· Ability to work at least 3 performances/week