Patron Services / Ticketing Box Office Supervisor


Patron Services / Ticketing Box Office Supervisor

CATEGORY: Administrative

Scranton Cultural Center at The Masonic Temple
Scranton, PA 18503

Job Details


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:  


Essential Functions:

§  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:

§  Computer

§  Standard Office equipment

§  Credit Card machine


Minimum Qualifications:


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)


Physical Standards:

§  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.


Work Schedule:

§  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.


Job Relationships:

Positions Supervised:

§  Box Office/Patron Services personnel

§  Volunteers

§  Contracted services as appropriate.


Interfacing Departments:

Outside Vendors/Clients/Users




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 -







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