Hybrid TICKET SERVICES AGENT at AT&T Performing Arts Center

Description

Job Summary:

This part-time position in our inbound call center and at the Winspear Reception desk supporting phone sales, in person transactions and customer service for patrons of the AT&T Performing Arts Center. The Ticket Services Agent works together with the Sr. Agent and management to ensure the efficient operation of the Ticket Services Department. Shifts and days worked per week will vary in length. The schedule is dependent upon our performance calendar and business needs. The Center tickets and supports over 300 performances annually.

This position requires a detail-oriented, highly organized team player with excellent interpersonal skills that work seamlessly and efficiently with AT&T Performing Arts Center staff and with end-users of the facilities. Essential skills include the ability to thrive in a fast-paced, ever-changing environment while maintaining a high level of professionalism. Must be a self-starter and work autonomously using independent judgment. A positive attitude towards the position and the Center's Core Values is imperative.

Position Responsibilities

• Support the day-to-day ticketing, sales, group sales and customer service operations of the Center and its partners in the inbound ticket services
  center, venue box offices (on campus and off) and the Winspear reception desk.
• Respond to phone, email, chat and in-person inquiries regarding events, venues, single tickets, season tickets, group tickets, dining, directions,
  website navigation/use, parking and customer service.
• Direct incoming non-ticketing-related calls & email inquiries to the proper department/person (Many individuals and entities incorrectly assume the Box
  Office phone number is the main contact number for Administration & Operations.)
• Conduct outbound phone campaigns as needed.
• Communicate effectively and maintain high standards of customer service with each interaction.
• Reserve seats/exchange seats; process and balance cash, checks and credit card transactions.
• Print and distribute/mail event tickets using Tessitura ticketing software.
• Accurately enter patron information into the database following policies and procedures established and update existing patron information as necessary.
• Practice, "active listening," in order to recognize potential escalation situations, then proactively work with patrons in order to avoid issues being escalated to management.
• Document patron issues & account activities as determined by management.
• Maintain customer service focus and professional demeanor.
• Practice incorporating the Center's core values into every interaction, both internal & external.
• Perform other duties or Center projects as assigned or required.
• Ensure Center's core values are being adhered to

Supervisory Responsibilities

This position has no supervisory responsibilities.

Requirements

Qualifications:

Education and/or Experience

•  High school graduate or higher

Experience & Skills

• Superior communication skills a must; both over the phone and in person
• One-year of experience in box office, ticketing, retail, call center, food service, customer service, sales or similar work experience
• Must be able to pass pre-employment background-screening
• Ability and willingness to work within our seven-day operational environment; excellent attendance and timeliness
• Solid organizational skills and attention to detail
• Ability to confidently and accurately manage cash/reconciliation at time of settlement
• Ability to lead and to establish a sense of pride and collaboration among all tickets services staff
• Passion for the arts and knowledge of theater practices and protocols
• Ability to quickly assess, identify and resolve issues that are often urgent and time sensitive
• Ability to handle difficult customer service issues with confidence, poise and professionalism
• Strong interpersonal skills and the ability to work with a team with varied personalities in a box office/phone center environment
• Proficiency in web-based software and Microsoft products
• Manage high stress situations and make decisions under pressure