Box Office Associate

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 Associate is a vital, front-line position 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 Associate uses sound, balanced judgment to assist patrons with their requests, direct them to the proper information, and problem-solve issues. This position 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). The Box Office Associate is responsible for responding to thousands of pieces of inbound patron feedback throughout the year ranging from artistic comments, venue and area challenges, patron behavior, ticket broker issues, and policy feedback. 

ESSENTIAL FUNCTIONS

• As a member of the Box Office team, the Box Office Associate 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 accurate daily sales reconciliation.
• Maintain a high level of customer service with a focus on accuracy and efficiency and a strong ability to problem solve difficult situations.
• Sustain a wealth of program and venue knowledge to speak with patrons about the season repertoire, offer guidance on purchases and seats, and answer related questions.
• Stay organized and informed of Box Office policies and procedures and offer feedback to improve efficiency.
• De-escalate difficult customer communications by remaining calm and considerate at all times.
• Flag sensitive and important feedback to management and PR team.
• Assist in maintaining the integrity of the database by cleaning up new records, merging accounts, closing Customer Service Issues, and tagging records for historical accuracy.
• Participate in outbound call campaigns to current Subscribers and warm leads, as directed by the Subscription Manager and the Box Office Manager
• Assist in opening the Box Office at 19 Clarendon Street and at the Citizens Opera House, including opening safes, counting down drawers, opening sales windows, and confirming accurate cash drawers at the end of the shift.
• Responsible for working in the Box Office at the Citizens Opera House during performance weeks.
• Perform other administrative tasks as needed like creating organizational complimentary ticket lists, fulfilling press requests, tracking and tagging ticket broker accounts, reaching out to area restaurants for the Subscription discount guide, and cleaning up NCOA lists received from the mail house. 

Please be sure to include a cover letter with your resume when you submit an application to be considered for the position.

Requirements

• Bachelor’s Degree or equivalent work experience
• 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 in a fast-paced and collaborative environment 
• Computer skills with 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
• Boston Ballet offers hybrid work options. Some evenings and weekends are required during performance weeks

BENEFITS

• BCBS HMO health insurance plan with zero deductible
• BCBS dental insurance with employer providing 100% annual premium for individual coverage
• Flexible Spending Accounts (FSAs) – health and dependent care
• Employer-paid life and disability plans
• Immediate access to 403(b) retirement savings plan featuring both pre-tax and Roth options
• Ability to purchase MBTA passes on a pre-tax, payroll deduction basis up to IRS monthly limit
• Paid time off – holidays, vacation, personal, and sick days
• Free adult dance classes
• Complimentary tickets to select Boston Ballet performances (based on availability)
• Hybrid work

Salary Pay Range: $20.00 to 23.00 per hour over a 35-hour work week. This range is a reasonable, good faith estimate of the expected salary range for this position at this time, based on a wide range of factors including qualifications, experience and training, operational and business needs, and other considerations permitted by law. At Boston Ballet, it is not typical for an individual to be hired at or near the top of the range for the role.