Ticket Services Representative

Under the leadership of Artistic Director Diane Paulus, the American Repertory Theater (A.R.T.) is poised to extend its Box Office services to support the vision of the Artistic Director and our productions, while enhancing the cultural climate of the community and creating a model for American theaters.   With this new visibility and energy, the Ticket Services Representative will join a Patron System/Ticket Services Department that is designed to respond at the highest level of customer satisfaction.

Reporting to the Ticket Services Manager, the Ticket Services Representative is an important member of an evolving Patron System/Ticket Services Department for the A.R.T.  The successful candidate will undertake a broad range of ticketing transactions and data management responsibilities, which enable the box office to provide high-quality customer relations.  This includes the timely processing of all ticketing transactions and maintenance of accurate constituent data on the theater’s Tessitura database, updating records as needed, and generally ensuring the accuracy of customer and transactional information.  This role answers inbound calls and emails as part of the day-to-day responsibilities and addresses in-person customer requests at the theater.  This part-time role is fully benefited and is a one-year term position. 

Additional duties may include directing visitors, managing assistive listening devices for patrons, and coordinating with FOH and facilities for building security needs.

Duties & Responsibilities: 

• Engage in timely processing of all ticketing transactions and maintenance of accurate constituent data on the theater’s Tessitura database
• Update records as needed
• Ensure the accuracy of customer and transactional information 
• Efficiently and effectively process single ticket transactions, subscription orders, ticket exchanges, ticket donations and other solicited donations
• Assist patrons via phone, in person, via email and online chat to complete transactions and answer questions
• Work on projects as assigned by the Ticket Services Manager and the Head of Patron Services 

Key Responsibilities

• Sharing Ticket Services policies, procedures and seasonal information with the other representatives to promote Patron Services/Ticket Services consistency and high standards of customer service
• Soliciting clarity of information from the management team when scenarios of conflicting or missing information present themselves to the representative staff 
• Being confident in fielding questions about the ART season on the phones for inbound calls and outbound calls 
• May also be responsible for Ticket Services opening and/or closing procedures  
• Additional duties as assigned.