Box Office Ticket Agent

POSITION SUMMARY
The Box Office Ticket Agent is responsible for providing the Dr. Phillips Center’s guests with exceptional customer service and proactive solutions for all ticketing needs. The Box Office Ticket Agents work in a call center environment, at the walk-up box office windows, and in other customer service centered positions. The Ticket Agent represents the Dr. Phillips Center with ticket sales and answers general questions about the venue and its performances, while being polished and professional.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

• Able to effectively communicate in English in both written and oral forms.
• Maintain a professional and friendly relationship with other departments, colleagues, and partners.
• Provide superior customer service by presenting accurate event information in a timely manner through face-to-face, electronic and telephone communication.
• Ability to handle cash, gift certificates and credit cards responsibly and accurately. Reconcile and balance money received at the end of each shift.
• Actively assist in identifying and resolving customer service issues.
• Ability to retain information on all promotions, events, and discounts that affect ticketing prices.
• Follow and support all operational policies and procedures. Assimilate into the arts center culture through understanding, supporting and demonstrating the core values.
• Listen and understand the customer’s inquiries and ticket-related requests while responding quickly, accurately, and politely. Demonstrate the ability to personalize the customer’s experience.
• Able to remain calm under pressure. Ability to work effectively with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy. Maintain Dr. Phillips Center standards of customer service at all times.
• Other duties as assigned.
• Answer phones with a prompt and courteous attitude. Direct callers to appropriate staff/departments when calls are not related to ticket sales, shows or general venue information.
• Maintain a professional and friendly relationship with other departments, colleagues and partners.
• Support group sales efforts through order placement, processing and fulfillment.
• Drive ticket and membership sales through upselling.
• Process ticket sales through face-to-face and telephone communication using the Tessitura ticketing system. Prepare printed tickets and associated materials for postal processing.
• Support membership sales and retention efforts through outbound calling incentive program.
• Troubleshoot Will Call issues.

KNOWLEDGE AND EXPERIENCE

• Highly enthusiastic, positive-minded, customer focused, and detail oriented.
• High school diploma or General Education Degree (GED).
• At least 1 year of experience in box office operations or related customer service work in a live-performance entertainment venue.
• Able to remain calm under pressure.
• Able to effectively communicate in English in both written and oral forms.
• Familiarity with computerized ticketing systems a plus. Computer literate in Microsoft Suite.
• Calculate basic mathematical computations and handle financial transactions rapidly and accurately.
• Bilingual (English/Spanish), (English/Portuguese) a plus.

SPECIAL CONDITIONS OF EMPLOYMENT

• This position requires the ability to work a variable schedule, evenings, weekends, and holidays to meet operational needs.

Dr. Phillips Center participates in an employment electronic eligibility verification program through E-Verify.