We are seeking a Performance Manager to oversee the communication between Broadway Across America, The Kentucky Center and Company Managers as it pertains to the ticketing services for Broadway In Louisville subscribers and patrons.
This position is the primary communicator for the BAA Box Office Window at Kentucky Center’s Whitney Hall. It is responsible for communicating ticketing processes to the season ticket holders, the service center, general managers, marketing and our partner.
Must demonstrate excellent organizational skills, multitasking abilities and be proficient in time management.
Provides consistent “world-class” service to discriminating patrons to insure a dynamic service experience whether it be by phone, in person, or at an event. Every patron, every experience, every time.
Behavior is key to this position. This person must exhibit a positive attitude with consideration for others. The image they display directly impacts those that work for and with them. This position is one of leadership and development for others.
Ticketing and Event Management
Develop Box Office statement for each show and work with the venue on their forms and level of understanding and comfort.
This position is the key communicator with the Company Manager for each local show and is responsible for processing company orders, answering questions and providing sales reports.
Process all Broadway Across America house seat requests.
Participate in the planning and development of all projects to be supported by the Service Center when related to the service of our customers.
Understand and assist with training on the processes and applications for season ticket renewal and new acquisition.
Assist with the processing of renewals and new acquisitions.
Assist with the mailing of payment confirmations to all season sales.
Assist with processing upgrades/changes associated with season renewals.
Assist with the mailing of seat confirmation letters to all subscribers.
Fulfillment of ticketing requirements of donors, sponsor and VIPs.
Communicate inventory needs on events to the Ticketing Manager and venue staff.
Assist with printing and mailing of additional/special tickets and any drink, parking or VIP vouchers.
Serve as a back up to the Service Center sales staff and other Midwest markets.
Assist with lockbox payment processing for all BAA markets.
Assist with the fulfillment of season benefits: additional tickets, exchanges, priority offers by assisting with mailings, courtesy calls or processing.
Help keep venues involved by notifying them of all shows, assign allotments, manage the inventory for the life of event, and have consistent service policies. Remember whether renting or partnering, customers will not differentiate. Our goal is to provide a seamless experience.
All other tasks and duties that may be assigned from time to time as directed by your supervisor, including any changes or deviation from this job description.
Communication and Service
Work closely with Regional Manager of Sales Operations, Ticketing Manager, General Management, Marketing Director, Service Center and local ticketing entity to ensure Broadway Across America standards are met and offer support and training to fulfill those standards.
Communicate with the management and supervisory staff of the market’s Service Center all information for on sales and promotions, processing instructions, production information, special needs, etc., on a continual basis.
Support service initiatives by maintaining all e-mail communication received from customers via BroadwayAcrossAmerica.com on a daily basis.
Prepare and submit daily sales reports for finance.
Understand and assist with the daily ticket counts for both individual shows and season sales as needed.
Special reporting as required.
Special Projects as directed by Ticketing Manager, Regional Sales Operations Manager and National Director of Sales Operations.
Positive and creative feedback from supervisors, managers, employees and season ticket holders
Quality Assurance Results
Accuracy of box office statements, transactions and daily balance sheets.
Adopting the company’s service philosophy and committing to the training and application of it.
1-2 years of customer service experience
Excellent computer skills including Excel and Word
Ability to work under pressure and solve problems
Experience in theatre and ticketing preferred, but not required
Experience with Ticketmaster Host, Archtics and/or Tessitura ticketing systems preferred.
About Broadway Across America
The John Gore Organization is the leading developer, producer, distributor and marketer of Broadway theatre worldwide. Under the leadership of theater producer and owner John Gore, its family of companies includes Broadway Across America, Broadway.com, The Broadway Channel, BroadwayBox.com and Group Sales Box Office. Its productions span Broadway, Off Broadway, London's West End, Japan, Canada and 40 domestic markets. It has won Tonys in every producing category as well as numerous other Drama League, Drama Desk and Olivier awards.