The Box Office Supervisor will oversee unionized Box Office Agents and provide administrative support to the Box Office Manager while also acting in a customer service capacity as needed.
Characteristic Duties & Responsibilities
Supervise Customer Service staff during phone hours, window sales, and Will-Call.
Perform Customer Service functions, including handling customer issues referred by other Box Office staff. Respond to customer inquiries and complaints; investigate and resolve problems. Maintain up-to-date internal customer service records.
Maintain current knowledge of seat/product inventory.
Supervise Box Office accounting procedures, including but not limited to daily reports and cash outs.
Maintain current knowledge of ticket vending/administrative software, on-sale dates, special offers/discounts, and related operating procedures. Provide informational and training updates to Customer Service staff as needed.
On show nights: Supervise and staff the Box Office, resolve ticketing problems, and provide House Manager with requested reporting.
Assist Box Office staff with customer service tracking and Customer Service staff task assignments.
Perform opening and end of day procedures as scheduled, including but not limited to accounting/close out procedures, bank deposits and ticket printing.
Keep the Box Office stocked with office supplies and appropriate paperwork forms.
Ensure a positive work environment at all times.
Consult with other supervisors on customer service and operational issues as needed.
Maintain/update Box Office documents regarding workplace procedures and operational standards.
Other duties as necessary
Supervise unionized box office agents.
Reports to box office manager.
Supervisory experience necessary, union management experience a plus
Previous customer service experience in fast pace environment and phone experience
Excellent problem solving abilities
Excellent verbal and written communication skills
Familiarity with box office operations desirable
Ability to work a flexible schedule, including nights and weekends
Positive attitude and calm under pressure
This general outline illustrates the type of work that characterizes the Job Classification. It is not an all-encompassing statement of the specific duties, responsibilities and qualifications of individual positions assigned to the classification.