Box Office Representative

Description

The heart of Boston Ballet is the human experience. Through our living and breathing art, we forge human connections—between artist and attendee, teacher and trainee, friend and newcomer, one's outer and inner self. We believe that our community of employees is better when talented individuals with varied life experiences, identities, races, cultures, and ideas are welcomed, encouraged, and heard. As an internationally-acclaimed company, Boston Ballet is ever-evolving and innovating to stay relevant and ahead of the curve—in our business model, our repertoire, our education, and our engagement with our community.

The Box Office Representative is a part-time, front-line, non-exempt position that is responsible for providing excellent, high-touch customer service for over 200K patrons annually including Subscribers, donors, VIPs, and staff. This position handles customer interactions by phone, mail and email, and in person at the 19 Clarendon Street and Citizens Opera House Box Offices. The Box Office Representative maintains a high level of knowledge about the current season and the company, the venue, processing procedures and policies, and Tessitura (Customer Relation Management database). 

ESSENTIAL FUNCTIONS

• As a member of the Box Office team, the Box Office Representative is responsible for processing: approximately 20K orders annually for 80K tickets (30% of total) and $4M in revenue (20% of total); approximately 11K ticket and subscription exchange requests and 16K complimentary tickets annually; and processing sensitive and detailed transactions such as account credits, refund requests, add-on donations, and tickets to Boston Ballet School programs like Next Generation and the Spring Showcases.
• Responsible for maintaining an accurate sales reconciliation report.
• Maintain a high level of customer service with a focus on accuracy and efficiency and a strong ability to problem solve difficult situations.
• Stay organized and informed of Box Office policies and procedures.
• De-escalate difficult customer communications by remaining calm and considerate at all times.
• Responsible for working in the Box Office at the Citizens Opera House during performance weeks.
• Perform various administrative tasks like assisting in maintaining database records, merging accounts, closing Customer Service Issues, and tagging records for historical accuracy.

Requirements

• Bachelor’s Degree or relevant experience preferred
• Minimum of 1 year of experience in sales and customer service
• Strong customer service skills; professional, enthusiastic, and accurate with numbers and details
• Flexible, positive attitude with ability to multi-task and problem solve in a fast-paced and collaborative environment 
• Computer skills with the ability to use Microsoft Office, Excel, and Word
• Experience with Tessitura a plus
• Enthusiasm to contribute to a work environment that strives for diversity, equity, and inclusion
• Some evenings and weekends are required during performance weeks
• Hours vary based on labor needs

Pay Rate: $17.00/hour