Box Office Manager

Job Type

Full Time

Published

09/20/2018

Address

19 Clarendon Street
Boston
MA
02116
United States

Description

This exempt position is responsible for building a strong team of customer service professionals who are the front-line face of Boston Ballet to patrons. The Box Office Manager is the primary supervisor of the Box Office staff, responsible for training and motivating the team. This position manages the Box Office at the Boston Opera House for the majority of performances. 

 

ESSENTIAL JOB DUTIES

  • Responsible for hiring full-time Box Office Associates and part-time Box Office Representatives
  • Responsible for training, monitoring, and motivating Box Office staff:
  • Provide consistent training and feedback on customer service
  • Ensure proper knowledge of Tessitura (the Ballet’s customer relation management database) standards and Box Office policies and procedures
  • Run Box Office meetings weekly, pre-show and post-performance in order to share feedback and ideas
  • Plan and implement Box Office season kick off training, sales, information sessions
  • Responsible for mid-season and annual performance reviews for Associates
  • Manage the Box Office schedule and payroll:
  • Create the monthly Box Office schedule
  • Track attendance and time-off
  • Coordinate bi-weekly reporting of attendance and hours to Payroll
  • Primary manager for the Box Office for performances:
  • Work the majority of performances at the Boston Opera House and manage staff
  • Ensure a smooth performance-time theater experience for patrons
  • Perform Box Office reconciliation at the theatre and produce Finance reports
  • Act as Front of House manager for BB@home performances
  • Manage the complimentary ticket process for staff, dancers, orchestra and other invitees:
  • Build sign-up sheets for email invites to the staff, dancers, orchestra, Boston Ballet Volunteer Association, and other invited guests
  • Build extraction lists in Tessitura and upload lists for deployment
  • Track and compile responses from all lists in Excel; report on numbers as requested
  • Handle and properly resolve Box Office related calls that are elevated to a manager
  • Manage the process of Customer Service Issues in Tessitura

  • Track and report on weekly Box Office phone volume and ticket sales by purchase channel
  • Responsible for managing post-show single ticket buyer surveys
  • Create post-show surveys
  • Track and report on results
  • Assign Associates lists to follow up with all patrons who responded to the survey
  • Responsible for daytime and night-time phone messaging using Shore-Tel, Boston Ballet’s telephone software

QUALIFICATIONS/REQUIREMENTS

  • Bachelor’s degree or equivalent work-related experience required
  • Minimum of 5-7 years of experience in sales and customer service
  • Superior communication, coaching, and management skills
  • Ability to motivate a team to reach ambitious sales goals
  • Proven track record of excellence in customer service
  • Strong interpersonal skills and problem-solving abilities 
  • Computer skills with the ability to use Microsoft Office, Excel, and Word. Experience with Tessitura strongly preferred.
  • Evenings and weekends required during performance weeks

 

Boston Ballet is an equal employment opportunity employer.

Benefits

  • Health and Dental Insurance
  • Flexible Spending Accounts
  • Short-Term Disability
  • Life Insurance and AD&D
  • 403(b) Retirement Savings Plan
  • Commuter Choice Benefit Plan
  • Paid Time Off – Holidays, Vacation Days, Personal Days, and Sick Days
  • Free adult dance classes
  • Complimentary tickets to Boston Ballet performances

 

Professional Level

Managerial

Minimum Education Required

4-year degree

How To Apply

Jobs@bostonballet.org

To apply for this position, please send a resume and cover letter to jobs@bostonballet.org. IMPORTANT – PLEASE INCLUDE THE NAME OF THE POSITION FOR WHICH YOU ARE APPLYING IN THE SUBJECT LINE OF YOUR E-MAIL. No phone calls please.


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