Summary: Plans, organizes and controls the operations, activities and staff of the ASU Cultural Affairs Box Office, which tickets for all events at ASU Gammage and non-NCAA events at Desert Financial Arena, and Sun Devil Stadium. Proceeds on own initiative with little guidance from supervisor. Makes decisions affecting including exceptions to policy for the box office. Box office regular hours are Monday – Friday from 10 a.m. to 6 p.m. The box office is also open 2 hours prior to each performance. This position reports to the Associate Director of Ticket Services & Operations.
•Interview, hire, train, and manage (including discipline) student employees in customer service, computerized ticketing system, balancing ticket sales and various other duties.
•Responsible for opening and closing of box office including making sure the safe and sellers balance. Must be at office at least 20 minutes prior to opening to the public.
•Recommend new or revised department policies and procedures; coordinate and implement improved changes in policies and procedures affecting the box office.
•Manage the Box Office during events including coordinating with the house staff and company managers to resolve event issues. Prepare nightly settlement and present it to company manager for approval.
•Provide excellent customer service including assisting patrons in a timely manner and providing resolution to customer disputes and complaints. Authorize exceptions or deviation from policy such as ticket refunds including documentation in the patron’s account.
•Maintain event files, patron files, petty cash, staff training requirements, supplies, equipment repair and financial records as outlined by ASU policy and the Sr. Director of Audience Services.
•Build new events and student rush and other discounts in the primary ticketing system and online customer interface, paying close attention to accuracy.
•Monitor events and inventory including holds and daily release of returns.
•Provide Marketing and Development units with requested patron lists.
•Coordinate Gammage convocations and rental events including working directly with events’ management to build and ticket the events, determine event and technical holds, and determine and provide reporting needs. Monitor events and inventory including holds and daily release of returns.
•Responsible for filling department, press, sponsor, and staff tickets.
•Assist with season renewal, and the new acquisition process including advanced staff training on the process, payment plans.
•Schedule and process payroll for box office staff.
•Assist with responding to phone and email to process donor ticket purchases and exchanges.
•Monitor and coordinate the fulfillment of online season renewals, new subscriptions and gift certificates.
•Prepare and send daily, weekly, and end of show reports as requested by shows
•Utilize time management skills to prioritize and reply to emails and calls within 48 hours.
•Other special projects/duties as assigned.
Knowledge, Skills and Abilities Desired:
Knowledge and skill in the use of PC and ticketing system and other software.
Knowledge of supervisory practices and principles.
Knowledge of ticketing office operations.
Excellent oral and written communication skills.
Skill in handling complaints and managing conflict.
Skill in organizing work of self and others and handling multiple tasks simultaneously.
Exceptional customer service.
Knowledge of Broadway Theater.
Five years of related ticket office experience which includes one year supervisory experience; OR,
Associate's degree in Business Administration or related field AND three years of ticket office experience which includes one year supervisory experience; OR,
Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
Internal Number: 58189BR
About ASU Gammage
ASU Cultural Affairs is comprised of three units ASU Gammage, ASU 365 Community Union and ASU Kerr. Through the mission of Connecting Communities™ ASU Cultural Affairs makes an impact across the Valley of the Sun through the arts, entertainment, education and events.
ASU Kerr Cultural Center is a division of ASU Cultural Affairs. ASU Kerr is a one-of-a-kind, true adobe venue like no other in the Valley. Each season, ASU Kerr welcomes a carefully curated selection of performances that represent the spirit and vision of its namesake Louise Lincoln Kerr. Our mission Connecting Communities™ through artistic excellence and educational outreach. asukerr.com