The TN Performing Arts Center
Box Office Supervisor
The TN Performing Arts Center
Job Summary
The Tennessee Performing Arts Center (TPAC) values staff diversity and actively encourages people from a variety of backgrounds with different experiences, perspectives, skills, and stories to apply to advance our nonprofit mission and enrich our organizational culture. All staff will work with others throughout the organization to implement and exemplify policies as part of TPAC’s commitment to diversity, inclusion, access, and equity. TPAC is a nonprofit performing arts organization and cultural anchor providing enriching arts experiences for all ages, empowering lifelong arts education programs, artistic expression reflective of our community, arts connections that support the local economy, and sustainable support for professional resident companies and local artists.
Objectives:
The Box Office Supervisor implements, organizes, and oversees subscription processes for Tennessee Performing Arts Center and the Nashville Repertory Theatre, and drafts, schedules, and deploys all important communications to ticket buyers, including emails and phone calls.
The Box Office Supervisor also provides support to the Box Office Manager in the supervision of call center operations and customer service initiatives for Tennessee Performing Arts Center, its Resident Groups, clients, and staff, which includes implementation and effective usage of Tessitura CRM software. With a focus on providing the Box Office team with the tools necessary for success when assisting patrons, this position ensures client and patron satisfaction.
This Box Office Supervisor is a leader, engaged with our company and TPAC’s mission, and serves as a physical representation of TPAC’s core values for the entire Box Office team. By providing clear and detailed communications with understanding and patience, the Box Office Supervisor is an active, accurate, and valuable service provider for our patrons, clients, and fellow staff members.
Job Responsibilities
Primary Responsibilities:
Patron Communication and Customer Service
– Drafts and schedules all event reminder emails and regularly communicates important information to all ticket holders about upcoming events via Prospect2 emails and automated calls, including but not limited to changes to events, show cancellations and postponements, and updates to health and safety policies.
– Assists Box Office Manager in addressing, answering, and resolving, customer complaints.
– Works with Box Office Manager and Finance to settle patron payment disputes or transaction errors.
Call Center/Box Office
-Helps maintain a team environment in which all employees share in work load and responsibility.
– Communicates new and updated ticketing, performance, and season ticket information to call center and box office staff.
– With Box Office Manager, co-organizes box office projects which include but may not be limited to tele reminding campaigns, data management and show cancellations.
– Acts as secondary administrator for CallCorp phone system, maintaining changes in hours of operation, system recordings and queues, reporting and overall system integrity.
SUBSCRIPTION AND TICKETING SERVICES
– Manages all TPAC and Nashville Repertory subscription efforts, including but not limited to same seat rollover, renewal campaigns, the seating and re-seating process, and processing payment plans.
– Works with Senior VP of Ticketing & Customer Service on subscription goals, plans, and projects.
– Works with Development on handling ticketing needs of Donors, VIP’s, and special needs cases.
– Works with Guest Services to provide assistance to accessible needs patrons.
– Co-manages the relationship with any resident group for which TPAC provides comprehensive ticketing services.
– Shares supervisory duties night-of-show and on the weekend along with some day sales, opens and closes box office, supervises remote & main night-of show box offices, and produces settlement for shows as specified.
Qualifications
Skills and Knowledge:
Required:
Bachelor’s degree from a four-year college or university; one or two years of related experience and/or training; or equivalent combination of education and experience. Experience in a managerial or supervisory role.
Highly Preferred:
Two or more years customer service experience. Knowledge and familiarity with the Tessitura ticketing system. Bilingual fluency in Spanish.
Preferred:
Previous box office experience and passionate about the performing arts.
Software and Services Used:
Microsoft Office Suite – primarily Outlook, Tessitura CRM ,CallCorp Cloud Based Phone System, Zoom, Microsoft Teams, ADP, Prospect2, When I Work Scheduling App
Frequent Functions and Working Conditions
Frequent Functions:
-Working both remotely and in an office environment and customer facing role. Comfort with navigating both front of house and backstage areas. Night and weekend operations show support.
– Physical: Seeing, Hearing/Listening, Dexterity, Ascending/Descending Stairs, Standing/Being Stationary for long periods of time
– Mental: Understanding & writing simple written/verbal communications, Analysis/Problem Solving, Judgement/Decision Making, Spatial Awareness, Basic Math Skills
-Work Environment: Shift work, Works with others, independent work, Verbal Communication, Face to Face Contact
Occasional Functions
– Physical: Lifting/Moves/Transports 30 lbs., Pushing/Pulling, Bending/Stooping
– Work Environment: Ability to work outside in all weather conditions including seasonably hot or cold temperatures, Loud Environments
TPAC is an Equal Employment Opportunity employer. All aspects of the employment process will be merit-based and applied without discrimination on the basis of race, color, religion, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship or other protected characteristic.
Additional Information
Benefits
Full time health and welfare package: medical, dental, vision, disability, life, AD&D, 401K with match, EAP, paid time off, paid holidays, EAP
How to Apply
Visit our website and apply thorugh our career portal
Details
- Date Posted: October 10, 2022
- Type: Full-Time
- Job Function: Administrative
- Service Area: Arts / Culture