Scranton Cultural Center at The Masonic Temple
Scranton, PA 18503
Patrons Services/Ticketing Supervisor
Department: Box Office
Reports to: Business / Box Office Manager
Status: Non-Exempt, Part-Time Hourly with potential for Full-Time.
The Patron Services Supervisor is responsible for providing superlative customer service to the patrons of all Scranton Cultural Center clients and professionally and responsibly.
This person is hands-on and responsible for the supervision of the Center’s box office. He/she is may liaison with Ticketmaster (or other appropriate ticketing systems) and all clients of the Center to maintain a customer friendly and revenue-generating box office. He/she will provide necessary reports for fiscal accountability and tracking ticket purchaser data. He/she will assist in the final settlement of all performances and follow-up activities. He/she will provide necessary reports for fiscal accountability and marketing of SCC events as well as those of the Center’s clients. He/she will assist in development of the box office budget; develop/implement policies and procedures, preparation of reports, evaluate operations and services, long-range planning for all box office functions; assist with data for grant procurement; and the assist in the recruitment, training and supervise patron services staff as required. He/she will assist with special events at the Center. Specifically, this person will:
§ Provide excellent customer service to all patrons and clients.
§ Selling tickets to all client events; accepting orders by telephone and in person, processing ticket exchanges and gift certificate orders.
§ Accurately enter data and process payments
§ Provide timely response to patron requests for information received by phone and inquiries in person
§ Disseminate information regarding various arts organizations and venues, general building and schedule information, staff directory, policies and procedures.
§ Escalate customer issues, complaints, compliments and needs to the appropriate department head or manager to resolve issues and questions.
§ Assist in various ticketing related tasks, maintenance of the box office, all paperwork needs, and mailings.
§ Properly maintain all show and ticket information sheets and calendars.
§ Self-Train on product information, show information and background.
§ Responsible for cash and credit card sales and their reconciliations.
§ Actively up-sell additional offers such as dinners, packages, premium seating, and other offers.
§ Establish positive public relations strategies for the Center box office and implement.
§ Assist in the development of policies and procedures for the box office and its staff.
§ Oversee the daily operations of the box office providing on-site supervision and hands-on box sales.
§ Assist clients using the Center’s box office to increase sales potential through the Center’s services and Ticketmaster opportunities.
§ Develop and implementation of ongoing sales and promotional programs for the Center.
§ Provide coverage for the building events as required.
§ Establish and implement as appropriate a system to gather information and remain current on all SCC events and community cultural activity for patron services personnel.
§ File appropriate reports and maintain accurate records for the box office operations.
§ Prepare and maintain active files for each of the Center’s events and that of clients to support the show promotion.
§ Develop and distribute promotional materials for the Center such as, but not limited to, ticket inserts and schedules.
§ Maintain accurate daily records for box office activity and file in permanent file at close out of events.
§ Maintain accurate running account of receipts for box office revenues and deposit cash, checks and credit card activity on a daily basis.
§ Prepare information for invoicing and follow-up as required, individuals and organizations as requested, i.e.; memberships, group sales, etc...
§ Maintain an up-to-date filing/retrieval system.
§ Provide telephone and office coverage for Center as required.
§ Provide on-site supervision and hands-on assistance as required in box office and at events.
§ Develop management systems and document logs for SCC sales and box office operations.
§ Maintain accurate records for assigned staff, materials and equipment.
§ Schedule assigned staff and ensure that the assigned work and schedules are carried out appropriately and required files are up-to-date.
§ Assist with the Center’s special events as requested.
§ Train and direct staff in proper procedures, work habits and methods for quality customer service.
§ Participate in professional development activities, staff meetings and represent the SCC as requested in the community and region.
§ Know Center’s routine and emergency procedures and implement as required.
§ Perform other appropriate job-related duties as assigned by the Business Manager.
Machines, Tools and Equipment:
§ Standard Office equipment
§ Credit Card machine
Bachelor’s Degree in business, marketing, theatre arts or related discipline OR equivalent combination of education and work experience that qualifies individual to perform the functions of the position. (Minimum)
§ Two years experience in box office, retail or call center sales and service. (Minimum)
§ Knowledge of general computers. (Minimum)
§ Experience in customer service, public relations, marketing and publications. (Minimum)
§ Successful budgeting and fiscal management experience. (Minimum)
§ Experience in supervision and management of staff and volunteers. (Minimum)
§ Previous Use of Ticketmaster Host System or Current SCC Box Office Software. (Desired)
Abilities and Skills:
§ Effective written and oral communication skills. (Minimum)
§ Must be organized and attentive to detail. (Minimum)
§ Ability to read, write, and interpret written and verbal instructions. (Minimum)
§ Proficient in math. (Minimum)
§ Interpersonal skills necessary to deal effectively and courteously with staff, volunteers, sponsors, contracted services, public and promoters. (Minimum)
§ Knowledge of office procedures, proficiency in spelling and filing. (Minimum)
§ Ability to resolve routine problems with accuracy and composure. (Minimum)
§ Ability to work independently and with little verification where errors may have impact on organizational goals or finances. (Minimum)
§ Must be self motivated with ability to work under pressure. (Minimum)
§ Ability to take and give verbal directions. (Minimum)
§ Ability to resolve problems with accuracy and composure. (Minimum)
§ Ability to work in an active environment with frequent interruptions and deal with a variety of assignments simultaneously. (Minimum)
§ Ability to lift or move equipment/materials weighing up to 30 pounds, with or without accommodation.
§ Ability to work for extended periods at computer workstation, lab bench, etc.
§ Ability to work a variable schedule depending on events and office hours including early mornings, evenings, nights, weekends and occasional holidays.
§ Ability to work extended shifts, with appropriate break intervals for multiple event days.
Certifications (Preferred but not required):
§ Certification of First Aid and / or C.P.R. or willingness to become certified.
§ Valid PA Driver’s license.
§ Box Office/Patron Services personnel
§ Contracted services as appropriate.
Front of House / Volunteers
Special Job Features:
Will be asked to work on special projects and routines in line with incumbent’s unrelated experience/education as necessary.
June 1, 2021 -