The Box Office is looking for a full-time Patron Services Manager to join our management team.

Position Overview:

The Patron Services Manager performs a variety of administrative, public relations, and clerical functions to assist in the day-to-day management and operation of the Issaquah Box Office and works closely with the Patron Services Manager in the Everett Box Office to ensure both box offices are following the same processes and procedures.

Principal Duties and Responsibilities

• Assists the Associate Patron Services Director in the hiring, training, scheduling, and supervising of Box Office staff in all aspects of ticket sales, including but not limited to subscription renewal processes, patron services, concierge services, sales and exchanges, and general Box Office procedures.
• Provides exceptional customer service and ensure all Box Office staff maintain the level of service our patrons have come to expect.
• Assists with patron relations and resolves complex patron inquiries and complaints by phone, e-mail, and letter.
• Authorizes and performs any necessary customer service activities outside normal policy when Associate Patron Services Director is not present to maintain customer satisfaction.
• Responsible for closing procedures including making sure all cash, checks, and credit card information balance and that all errors from the day have been located and addressed before closing reports are delivered to Director of Finance.
• Keeps up to date on operations of the computerized ticketing CRM system and updates staff accordingly.
• Checks and fulfills ticket outlet orders and assists with maintaining inventory as needed.
• Maintains familiarity with subscription and single ticket marketing initiatives, patron loyalty program, donor benefits, Village Theatre events, and website.
• Attends and participates in bi-weekly Box Office, Advancement, and Marketing meetings and other organizational meetings as needed.
• Attends all Main Stage productions (preferably during the Friends and Family preview or opening week).
• Assist Patron Services Directors in other Box Office operations upon request.

Education and/or Equivalent Experience Preferred:

• Previous customer service and/or management experience preferred

Physical Ability:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Manual dexterity to operate standard office, data entry, and other related equipment is required.

Other Skills, Abilities, and/or Knowledge:

• Strong public relations skills and organizational skills. Knowledge of theater and box office administration a plus but not required.
• Ability to express oneself clearly and concisely, orally and in writing.
• Strong general math skills, including the ability to handle cash-related transactions accurately and ethically.
• Ability to receive and respond to a wide range of public inquiries, disputes, complaints, and special problems involving errors in transaction charges, seat assignments, and other related situations.
• Ability to take initiative and prioritize multiple competing tasks.
• Excellent time-management and problem-solving skills are essential.
• Ability to learn and manage a computerized event ticketing system.
• Ability to work changing and irregular shifts, including nights, weekends, and holidays.
• Ability to work professionally and tactfully and support management decisions in a positive, professional manner.
• Ability to remain calm under pressure while maintaining a sense of humor.
• Keeps up a professional appearance in dress and attitude.

Salary and Benefits

• Salary is $16-$17.50 per hour depending on experience
• Position is hourly and full-time 35-40 hours per week, non-exempt
•  Medical, dental, vision, prescription, and EAP benefits
• Paid vacations, holidays, and sick leave
• Retirement Plan • FSA, AFLAC
• 50% Discount to Season and Single Tickets and KIDSTAGE Tuitions
• Complimentary tickets to opening nights

To apply, please send a resume and cover letter to Jenny Nightingale Myers, Patron Services Director, at jnmyers@villagetheatre.org with “Patron Services Manager” in the subject line.