Ticket and Box Office Supervisor at AT&T Performing Arts Center

Dallas, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

19 Jan, 26

Salary

0.0

Posted On

21 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Sales Skills, Supervisory Experience, Organizational Skills, Attention to Detail, Interpersonal Skills, Problem Solving, Cash Management, Ticketing Systems, Team Leadership, Training and Development, Communication Skills, Flexibility, Mathematical Acumen, Arts Knowledge, Call Center Software

Industry

Performing Arts

Description

Description The AT&T Performing Arts Center commits to serving as a place of inclusion, diversity, and equity for our staff, artists, community and beyond. We commit to listening to each other, learning from each other, and taking a stand for what we know is right, so that all people feel valued, respected, and safe. The Center is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors. Members of underrepresented groups are strongly encouraged to apply. The Center is seeking an energetic and highly motivated individual for the position of Ticket & Box Office Supervisor. The person in this role will not only supervise staff and operations in the inbound ticket services center and at box office venues, but also assist and train staff, sell tickets, provide customer service and resolve ticketing issues. This position will play a key role in providing superior customer service and will serve as the first point of contact for staff, escalations and problem resolution. This is a key role and will be part of a four person supervisory team, reporting directly to one of the Ticket & Box Office Managers. The work location is dependent on the performance location, generally on the AT&T PAC campus, both indoor and outdoor, or off-site at theatres, churches, parks or other venues generally within the City of Dallas. The ticket services center, located at the Plaza of the Americas building, is the primary work location when not supervising a box office. This position is not a remote work position. This is a broad and diverse role operating in a fast-paced environment, supervising the day-to-day operations in order to maximize sales while providing excellent customer service to our patrons and donors. Ticket Services receives 20,000+ inbound calls annually and sells over 120,000 tickets a year. This position is a non-exempt role that will supervise four+ part time agents. This position will not have a set schedule. Shifts and days worked per week will vary, including evenings, weekends and holidays. The schedule is dependent upon our performance calendar, business needs and will require flexibility to work overtime as circumstances, and events dictate. This position requires a self-starter who is a detail-oriented, highly organized team player with excellent interpersonal skills that works well with AT&T Performing Arts Center staff and with end users of the facilities. Essential skills include the ability to thrive in a fast-paced, ever-changing environment while maintaining a high level of professionalism. A positive attitude towards position and the Center’s Core Values is imperative. Position Responsibilities (include but are not limited to): Supervise the ticket services center and regularly take inbound calls; including subscription, single and group sales. Place outbound sales and customer service calls Serve as the first level of ticketing support for staff and escalations on behalf of the Center or clients Supervise and track customer service responses and timeliness to inbound calls, email and voicemail Use call center software (AT&T Office@Hand) to monitor department productivity and inbound phone call volume. Adjust call routing and agent skills; record and update phone greetings Under management direction, delegate work to staff and follow-up on project/work completion (e.g., ticket printing, ticket fulfillment, subscription renewal/sales processing, seating, customer service, outbound calls for sales, postponed, rescheduled, and canceled performances Work as part of a team to make decisions about performances, supervising the staff on duty, opening and closing operations and ensuring the ticket services center and box offices operate effectively Supervise venue box offices; including set-up/preparation, ticket fulfillment, sales, customer service, software troubleshooting, collaboration with Front of House and settlement. Provide Center staff, clients, presenters and tour managers with sales updates and reports; resolve discrepancies Supervise merchandise sales as needed; set up credit card readers, manage inventory, and reconcile Create, communicate and supervise departmental breaks and lunches. Monitor agent attendance, scheduling and timekeeping using Paylocity Assist Ticket & Box Office Manager with ticketing set-up and maintenance audits with regard to pricing, fees, offers, promotion codes, holds, GL codes, facility, fiscal year, titles, dates, time capacity and scaling Facilitate new hire training on ticketing system, policies, and best practices Assist in the development, editing and proofreading of training and resource materials, copy and phone scripts. Deliver agent training within the department and cross-departmentally Audit agent transactions and assess the quality of customer service. Work with agents to address issues and provide further training Perform other duties or Center projects as assigned or required Requirements Education and Experience: Associate’s degree preferred 2+years of Tessitura (CRM) experience preferred 3+ years of experience in ticketing/box office/call center/retail; arts preferred 3+ years in a customer service and/or sales required Superior customer service and sales skills Supervisory experience required Knowledge, Skills and Abilities: Passion for the arts and knowledge of theater practices and protocols Strong organizational skills, mathematical acumen and attention to detail Ability to confidently and accurately manage cash/reconciliation at time of settlement Ability to quickly assess, identify and resolve issues that are often urgent and time sensitive, including difficult customer service issues with confidence, poise and professionalism Strong interpersonal skills and the ability to supervise a team with varied personalities AT&T Performing Arts Center is an equal opportunity employer and is committed to the belief that each individual is entitled to equal employment opportunity. ABOUT THE AT&T PERFORMING ARTS CENTER The AT&T Performing Arts Center is a nonprofit foundation that operates and programs a 10-acre campus comprising of three premier performance venues and a park in downtown Dallas. Audiences enjoy the best and most recent from Broadway; the finest dance companies from across the globe co-presented with TITAS Presents; and top concerts, performers and cutting-edge speakers. Thousands of students explore and more deeply experience the arts through the Center’s education program, Open Stages. The Center also offers free programming for audiences from every part of the community. Our Purpose- Shape the stage for life to thrive in Dallas Our Vision- To be a catalyst for imaginative excellence that enables economic and artistic growth for Dallas Our Mission- We are a vibrant cultural hub that provides, operates and activates exceptional spaces for artists, artistic organizations and our community. Our Commitments We operate responsibly: Serve as dutiful stewards for our campus and sustainably fulfill our mission We value artists: Bring innovative, relevant and distinctive performances to our spaces and ensure the success of our Resident Companies and partners We care for our communities: Be a leader in arts advocacy; listen to, empower, and uplift our artists, artistic organizations, and communities We deliver quality: Ensure every aspect of the customer experience is enriching, impactful, and memorable We inspire the next generation: Cultivate the future of the arts through impactful arts education and community engagement programs We are inclusive: Welcome and celebrate the histories, identities, and experience of our audiences We energize the city: Strengthen the vibrancy of the Dallas Arts District and make Dallas a better place At the core of the Center's culture are the values that shape the actions of its people. We are deeply committed to cultivating an atmosphere of inclusion, diversity, and equity, extending our dedication to our staff, artists, community, and beyond. Our foremost commitment is to listen to each other, learn from each other, and take a stand for what we know is right. By doing so, we strive to ensure that every individual feels valued, respected, and secure within our organization. The Center’s Core Values are to passionately pursue our mission by being: Achievement Focused - Committed to the advancement and cultivation of the Performing Arts in Dallas Community Minded – Actively fostering and participating in meaningful community interactions Customer Service Driven – Dedicated to the service of internal and external constituents so that all want to return Flexible – Willing to change to achieve results The Center’s five resident companies are among the city’s leading arts institutions: Anita N. Martinez Ballet Folklorico, Dallas Black Dance Theatre, The Dallas Opera, Dallas Theater Center and Texas Ballet Theater. Designed by internationally acclaimed architects, the Center’s campus includes the Margot and Bill Winspear Opera House, Dee and Charles Wyly Theatre, Annette Strauss Square, and Elaine D. and Charles A. Sammons Park are some of the finest performance venues in the world.

Responsibilities

The Ticket and Box Office Supervisor will supervise staff and operations in the inbound ticket services center and at box office venues, assist and train staff, sell tickets, and resolve ticketing issues. This role is essential for providing superior customer service and acting as the first point of contact for escalations and problem resolution.