The Assistant Manager, Box Office position is responsible for supporting the Box Office Manager in developing, improving, and maintaining ticketing department policies and procedures, staff development programs, and box office reporting and record-keeping.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Support the Manager, Box Office in managing all box office operations including the day-to-day operations and performance of multiple box office locations and Ticket Services staff.
Direct supervision of Supervisor level positions and indirect supervision of Lead level positions.
Help to maintain customer service standards and support departmental customer service initiatives.
Respond to and resolve customer service issues in a manner that supports patron retention.
Ensure accurate and timely reporting of sales and cash reconciliations for daily operations and all ticketed events.
Liaison to finance department for all ticketing related credit card charge back issues.
Build effective relationships within the organization as well as with outside vendors and renters.
Help in hiring of new ticketing staff.
Give input in the training of ticketing staff and provide on-going feedback to improve performance.
Write annual performance reviews and deliver coaching and course corrective feedback as necessary.
Other duties as assigned.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
EDUCATION and/or EXPERIENCE
Minimum of 3 years ticketing , 1 year supervisory, or equivalent experience
Knowledge of Tessitura preferred
Proven ability to lead and manage a team of employees
Superior Customer Service Skills including proper phone etiquette
Computer aptitude, extensive Microsoft Excel experience a plus
OTHER SKILLS AND ABILITIES
Ability to be productive and calm under pressure
Ability to work evenings, weekends and holidays as required
Strong organizational and problem solving skills
Excellent verbal and written communication skills
Ability to multi-task at a high level
Ability to read, analyze and interpret technical procedures, business contracts and government regulations. Ability to respond effectively to sensitive inquiries and complaints. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from staff, customers and the general public.
Ability to calculate figures and amounts such as discounts, commissions, and percentages. Ability to apply concepts of basic algebra and geometry.
Ability to define problems, collect data, establish facts and draw conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form and deal with abstract and concrete variables.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk and hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and color vision. Ability to perform repetitive tasks such as stuffing envelopes and typing.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently exposed to outside weather conditions, which occasionally may include extreme cold or extreme heat. The employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.
This job description does not represent, nor is it intended to be a complete and exhaustive detailed list of all job duties and requirements. Other duties and responsibilities may be assigned and/or changed at the discretion of management, with or without advance notice.
About Segerstrom Center for the Arts
Segerstrom Center for the Arts believes in the power of performing arts to transform lives and that the shared experience and exploration of the arts will help unite Orange County, creating a more culturally connected and vital community. We will help shape the Orange County of the future through meaningful collaborations with diverse communities, embracing creativity in all its forms and enabling a more inclusive, vibrant performing arts scene at the Center and across the region.
We will maintain the excellence of our core artistic and educational programs while demonstrating the entrepreneurial resolve to extend resources, know-how and creativity into these communities we engage. The Center will be transformed into a cultural center and dynamic town square deeply engrained in the fabric of our community, artistically ambitious, yet accessible to all, one that shines as the very model of the successful performing arts center of the future. We will show that together we thrive when we make the arts matter.