Access Audience Services Representative (AASR)

Reports to: Audience Services Manager

Supervises: N/A

Classification: Part-time (20hrs per week), contract, seasonal member of Audience Experience department

The Chicago Humanities Festival connects people to the ideas that shape and define us, and promotes the lifelong exploration of what it means to be human. CHF fosters curiosity, celebrates creativity, explores the boundaries of contemporary knowledge and culture, and challenges us to see ourselves and the world anew. Collaborating with nearly 40 of Chicago’s major cultural and educational institutions, CHF produces over 100 events annually and partners with nearly 40 venues around Chicago, as well as stewards a vibrant online home for the humanities. CHF has an international reputation for innovation and creativity, featuring an exceptional roster of writers, scholars, performers, and visual artists in its programs and online.

Position Description

Working closely with the Audience Accessibility Coordinator, the AASR will work alongside the Audience Services Representatives (ASRs) to facilitate ticket and accessibility requests, as well as any accessibility needs at events, being the frontline voice of CHF. They provide friendly, welcoming customer service to people of all ages and abilities by email, phone, and virtual chat. They work independently as project leaders and together with their box office peers.

Primary Duties and Responsibilities

• Provide excellent customer service by phone, email, and in-person.
• Effectively and accurately provide information regarding our events and membership program.
• Responsible and accountable for properly handling transactions for ticket sales, membership, and donations, charging appropriate prices, and following guidelines for free and discounted tickets.
• Carefully maintain customer records using our new custom ticketing system and donor database Raiser’s Edge.
• Fulfill requests for accessible accommodations, which includes closed captioning, ASL interpretation, and audio description.
• Serve as Box Office Manager and/or Event Accessibility Coordinator at assigned venues for in-person events, which includes interfacing with the public, processing ticket sales on-site, overseeing will call.
• Support and troubleshoot accessibility at events with the Audience Accessibility Coordinator.
• Collaborating with the Audience Accessibility Coordinator on accessibility projects which include but not limited to, digital closed captioning, independent research and gathering data.
• Meet with CHF and venue staff for site visits to become familiar with venue assignments in accessibility (typically 1-2 paid hours of site visits per venue scheduled).
• Assist administrative staff on projects as assigned.

Qualifications

• Minimum one year experience in theater box office, customer service/hospitality, or call center.
• A demonstrated commitment to excellent customer service and enjoy working with the public.
• A professional demeanor with good communication skills.
• Tech-savvy with solid computer, data entry, and database management experience.
• Strong organization skills and attention to detail in a fast-paced environment.
• A demonstrated resourcefulness and independence in problem solving/troubleshooting.
• A demonstrated flexibility and grace under pressure.
• Prior training in diversity, equity, inclusion, and accessibility is required. Be sure to describe your experience in these areas.
• Prior experience with arts or cultural organizations is a plus, though not required.
• Experience with American Sign Language and Braille is a plus, though not required.
• Experience with sensory friendly event production is a plus, though not required.

Contract, Hours, and Compensation

• This position is paid on the 15th and last day of the month, based on hours worked, at $18/hour, with a scheduled max of 20 hours per week.
• The Fall season contract runs approximately from early August through the end of November.
• ASRs work a predefined schedule that may include:
• Monday-Friday, 9:30-1:30 or 1:30-5:30 on non-event days
• Weekday evening and weekend availability is required for event dates.
• Required availability dates for orientation & training: August 8, 9, 10, 22, 23
• Required availability for event days: September 11, October 22, 24, 29, and November 11.

Training and orientation will be compensated.

Work Location

As is true of our entire staff, weekday hours will be hybrid with remote “at-home” work and in-person work at our Chicago River North office. While working remotely, you will have access to a CHF laptop and internet hotspot. CHF events are held at venues throughout Chicagoland. Travel stipend/reimbursement for mileage, parking, and/or rideshare available for pre-event site visits and schedule shift on event days.

COVID-19 Policies

As part of our commitment to providing a healthy and safe workplace, CHF is requiring employees and contractors to provide proof that they are vaccinated against COVID-19 within the first week of employment. If a vaccination is not possible, a request for a medical or religious exemption can be made with Human Resources.

Commitment to Diversity, Equity, and Inclusion

The Festival is committed to providing a diverse, equitable and inclusive workplace, where all employees and volunteers, whatever their gender, race, religion, ethnicity, national origin, age, sexual orientation or identity, education or disability, feels valued and respected. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all of our departments, programs, and policies. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.

To Apply

Email the following materials to David Carasquillo, Audience Services Manager, at audiencejob@chicagohumanities.org by August 24, 2022.

• Cover letter (one page max, double spaced, 12-14pt font)
• Résumé
• Contact information for three professional references

Format subject line - 2022 Fall AASR Application: [Your Name]

[Example] 2022 Spring AASR Application: Jane Smith

Please include how/where you found the job posting in your cover letter Candidates who are selected for an interview will be notified via email.

Thank you!

We look forward to reviewing your materials.

Email applications only. No phone calls please.