Ballet Austin is seeking an Audience Services Manager to begin working in the box office ASAP. Come join us in time for THE NUTCRACKER!
POSITION: Audience Services Manager
REPORTS TO: Senior Manager of Audience Sales & Services
DEPARTMENT: Audience Engagement, Sales & Services
SALARY/ BENEFITS: Salary commensurate with experience / Yes
EXEMPT/NON-EXEMPT: Full-time, Non-Exempt
POSITION SUMMARY:
The audience services manager serves Ballet Austin audience members as lead salesperson for the organization’s box office by providing information about Ballet Austin products and services, initiating/completing sales transactions and resolving customer service issues. This position, in following established department protocols, will exercise individual judgment to ensure the best-possible customer experience. This position designs and distributes customer communications related to all Ballet Austin and Ballet Austin Academy productions (pre-show and post-show communications/surveys) as well as makes updates to the Ballet Austin website related to upcoming productions. The audience services manager is highly knowledgeable about all Ballet Austin products and services and works to convert all customers—both current and potential—into loyal Ballet Austin ticket buyers, subscribers, donors and students/clients. The audience services manager is a member of the box office team at all Ballet Austin performances at the Long Center and in AustinVentures StudioTheater.
KEY RESPONSIBILITIES
Key job responsibilities include but are not limited to:
- Train and manage part-time box office staff and volunteers at all shows and assist with scheduling;
- Answer the box office phone lines and assist walk-up customers
- Sell and exchange tickets by phone, email, and in person using the Tessitura sales and CRM system at the Ballet Austin box office as well as at the Long Center box office;
- Assist with answering customer email questions and requests through ZenDesk;
- Manage and resolve customer service issues;
- Create and implement box office policies and procedures as well as post-sale ticket buyer communications strategies;
- Train part-time sales/services team members on use of Tessitura sales/CRM system, TNEW web portal and associated software programs;
- Design, distribute and measure performance of post-transactional customer communications, including performance programs and post-performance surveys;
- Manage updates to the Ballet Austin website related to upcoming productions, the artistic team and its creative collaborators, and audience experience/guest services information; and
- Provide support to the Audience Sales & Services staff.
QUALIFICATIONS
- 1-2 years of experience with Tessitura and its online customer interface (TNEW) and/or a recognized box office ticketing/CRM platform is preferred (additional training can be provided);
- Ability to master software related to ticketing/CRM platform, including email and survey software, and website content-management systems;
- Experience in a ticketing box office environment strongly preferred, but not required;
- Exceptional customer service, problem-resolution, communication and listening skills with a strong desire to meet customers’ highest expectations;
- Excellent written and verbal communication skills with the ability to successfully interact with individuals at all levels of the organization;
- Excellent organizational skills with the ability to work in a collaborative and fast-paced environment;
- Ability to operate a personal computer and other standard office equipment;
- Working knowledge of Microsoft Office products; and
- Spanish-language proficiency is a plus.
TO APPLY
Please email cover letter, resume, to HR@balletaustin.org
BACKGROUND SEARCH REQUIRED
Ballet Austin is committed to enhancing the diversity of our student body, faculty, and staff. Hiring and other employment-related decisions are made on the basis of an individual's qualifications, past experience, overall performance and other employment-related criteria. It is the policy of Ballet Austin to provide equal opportunities for employment and advancement for all individuals, regardless of age, gender, race, religion, color, disability, veteran status, sexual orientation, national origin, or any other legally protected category.