Box Office Systems Coordinator (Full-Time, Onsite) at MASS MoCA

North Adams, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Mar, 26

Salary

23.0

Posted On

17 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Cash Handling, Tessitura, Data Management, Reporting, Process Improvement, Training, Communication, Problem Solving, Event Coordination, Time Management, Team Leadership, Administrative Skills, Visitor Experience, CRM Systems, Google Suite

Industry

Museums;Historical Sites;and Zoos

Description

Description The Full-time Box Office Systems Coordinator (BOSC) plays a vital role in the overall success of the visitor experience at MASS MoCA, providing a foundation for our visitor’s experience in a welcoming, enthusiastic, and engaging way. The BOSC is a critical part of the Visitor Experience team, acting as both a front-facing customer service coordinator, as well as a product specialist who evaluates, implements and models best practices in the use of Tessitura, our CRM system. The Box Office Systems Coordinator is required to fulfill all of the same duties as other Box Office Associates when scheduled in a front-facing position such as interacting with a diverse group of visitors, establishing connections to promote educational and performing arts programs, encouraging visitors to explore the North Adams community and the Berkshires at large; and imparting any other information that provides the best possible experience at the museum and in the our community. The BOSC will assist the Manager by providing strong, positive, and effective leadership as well as oversight to the Box Office team in the completion of daily responsibilities and tasks. The BOSC will liaise with other museum departments, assist in the development and implementation of policies and procedures and, in the absence of the Box Office Manager, will take responsibility for addressing situations in a timely manner. The Box Office Systems Coordinator further supports the institution by being a main point of contact for the successful utilization and growth of data-driven initiatives in the Box Office. This includes, but is not limited to, all aspects of ticketing for events, programs, and gallery admission, as well as optimizing data hygiene. The BOSC researches and develops improved operating procedures and trains the Box Office Team on Tessitura functions including, but not limited to, maintaining constituent records, building and editing performances, pulling lists, searching orders and membership processing. The BOSC also creates or utilizes analytics for reporting used by management and various staff, as requested. The BOSC regularly works 40 hours per week from Thursday through Monday, with overtime as needed. Work schedules often follow museum hours, and availability must include weekends, holidays, and evenings for performances and events, as well as festivals. Duties and Responsibilities: Utilizes advanced features of Tessitura, or a comparable ticketing and CRM system, to support daily box office operations, reporting, and data management. Provides high-quality customer service, remaining professional, personable, and engaging to all museum visitors. Facilitates generation of lists, data extractions, custom reports and ad hoc queries for all departments, as requested. Builds and edits performances in Tessitura for online, membership, walk-up sales, phone sales, and promo online sales. Regularly evaluates and implements opportunities for process improvement and best practices for effective uses of Tessitura software and Box Office operations in coordination with Box Office Manager. Provides training to the Box Office team and support staff in the daily use of Tessitura. Supports Marketing Staff in the administration of TN Express Web (TNEW) application and web customizations. Work with Tessitura Support staff and consultants to troubleshoot database issues and maintain and update customizations to the MASS MoCA environment. Assists the Box Office Manager in planning daily operations, editing materials and coordinating efforts and events in which the Box Office is involved. Performs administrative duties such as updating training manuals and procedures, as well as ordering wristbands, stickers, and other general office supplies as needed. Assists the Box Office Manager in approving time cards for payroll, adjusting daily staff schedules, and developing departmental policies and procedures as needed. Oversees the Box Office in the absence of the Manager, ensuring that all Box Office Associates are following policies and procedures necessary to provide an excellent guest experience. Makes decisions that require immediate action and/or attention when in the absence of the Box Office Manager. Liaises with other departments to ensure the Box Office is well informed about events and activities happening at the museum. Responds courteously, professionally and in a timely manner to phone calls and emails from patrons and other departments in order to resolve guest/staff inquiries and complaints while supporting museum policies to ensure a positive guest experience. Facilitates all aspects of ticket sales, including cash handling, invoices, refunds, returns, and specialty tickets and maintains constituent records. Performs opening and closing procedures of the museum Box Office. Supports Visitor Experience Team in preparing for, processing, and welcoming groups for self-guided and guided tours. Takes initiative to learn about exhibitions, educational opportunities for visitors, and performing arts programs, and promotes these to all to visitors as applicable. Promotes museum membership; understands any special promotions and changes. Assists in wayfinding for patrons, and provides direction and/or alternate routes based on patron mobility. Works special events, performances, opening receptions, public programs, and other programs as assigned. Attends all mandatory department meetings/trainings. Performs all other Box Office duties as assigned. Requirements Requirements and Qualifications: A minimum of 3 years’ customer service and cash drawer experience required; museum/cultural organization preferred. A minimum of 3 years’ experience with Tessitura database, or comparable CRM system required, Tessitura preferred. High school diploma, GED, or equivalent required. Is capable of working in a fast-paced environment and interface effectively with visitors, and remaining calm and effective during high-traffic times. Has commitment to providing excellent and impactful visitor experience in a friendly, respectful, and patient manner. Knowledge of Google Suite (Gmail, calendar, sheets, docs, and drive) is required; savvy with computer programs and software. Confident to work independently during gallery hours and performing arts events. Has exceptional verbal and communication skills. Responds quickly and calmly to emergencies. Knowledge of the North Adams area, and experience with customer service, are preferred. This job description is intended to describe the general nature of the role and the work being performed. It is not an exhaustive list of all responsibilities. The BOSC may be required to perform duties outside of their normal responsibilities, as needed. Work Conditions: This position requires ability to work a flexible schedule, with availability on weekends and holidays, and for events, programs, and festivals, including those after museum hours. The majority of the workday is spent indoors, but occasional special events, exhibitions, and/or festivals may require working outdoors and in inclement weather. Physical Requirements: Must be able to sit and stand for long periods of time. Ability to lift 50 pounds. This position is based on site at MASS MoCA’s North Adams campus; regular in-person attendance is required. As defined by the National Labor Relations Act, this position is part of the bargaining unit for UAW Local 2110. Compensation and Benefits: In accordance with Massachusetts Wage Transparency Act, we are disclosing a good-faith salary range for this position: $21–$23 per hour. This reflects our reasonable expectation at the time of posting. Final compensation will be influenced by factors such as experience, education, licensure, and qualifications, and this range is not a guarantee for any individual employee. Medical insurance Dental insurance Life insurance Long term disability insurance Flexible Spending Account (FSA) Dependent Care Account (DCA) Medical deductible reimbursement 401(k) retirement plan Roth 401(k) option Paid Time Off (PTO) Sick Time Emergency Assistance Fund (LemonAid) Retirement planning support Professional development reimbursement Educational leave Reciprocal Organization of Associated Museums (ROAM) Employee Assistance Program (EAP) Student loan repayment assistance Discounts at Gift Shop and R&D Store Staff appreciation social events year-round Application Process: Interested candidates should apply online with a resume and cover letter. The application also includes a few brief questions to help us better understand your experience and interest in the role. Incomplete applications—including those missing the requested documents—may not be fully considered. About MASS MoCA: MASS MoCA is a vibrant non-collecting art museum with approximately 300,000 square feet of exhibition space dedicated to visual art and projects by contemporary artists. Formerly a 19th century factory, these exhibition spaces are unconventional, vast, soaring galleries spanning multiple buildings. Half of that space is dedicated to rotating 10–16 month exhibitions of which we present 4 to 6 large-scale exhibitions per year, along with smaller projects and commissions. The additional space is dedicated to long-term exhibitions in conjunction with artists, estates, and collections that run from 10 months to 25 years. MASS MoCA frequently works directly with artists on the fabrication of new commissions and large-scale site-specific installations. MASS MoCA was founded in 1999, not only as a contemporary art museum and performing arts venue, but also as a creative campus with a regional, national and global impact. MASS MoCA is one of the world's liveliest centers for making and enjoying today's most evocative art. With vast galleries and a stunning collection of indoor and outdoor performing arts venues, MASS MoCA is able to embrace all forms of art: music, sculpture, dance, film, painting, photography, theater, and new, boundary-crossing works of art that defy easy classification. From its beginnings as the major textile mill Arnold Print Works in the mid-19th century, to its days as the Sprague Electric Company in the mid-20th century, to its current iteration as a globally renowned contemporary art museum and fabrication center, the 24-acre MASS MoCA campus has a rich history of serving as the economic engine of the city of North Adams and the surrounding region.

Responsibilities

The Box Office Systems Coordinator is responsible for managing box office operations, utilizing Tessitura for ticketing and data management, and providing customer service. They also train staff, implement best practices, and liaise with other departments to enhance the visitor experience.