The Opportunity

• Are you driven to delight customers?

• Can you stay calm and collected in a high-stress situation?

• Are you experienced in working in a team environment while also being accountable for your own work?

• Have you demonstrated great attention to detail?

• Do you have a passion for the performing arts and its patrons?

• Discounted or free tickets to selected shows is a fun perk!

Primary Function

The Shared Services Ticketing Specialist, a member of CAPA’s Shared Services Team reporting to the Shared Services Manager, provides site supervision and is responsible for selling tickets over the counter and by phone for Tessitura ticketed events at CAPA Theatres and Ticketmaster outlet events. The Ticketing Specialist serves as the primary contact for CAPA’s shared services organizations and provides ticket sales and support leading up to and including the night of the show as scheduled for the Resident Art Groups. This position requires premium customer service during all aspects of the ticket selling process. Respect for the customer is of primary importance.

Duties, Responsibilities, and Key Performance Objectives

First 3 Months:

• Learn the policies and procedures for each Resident Art Group.
• Follow customer service best practices from initial purchase through night of show ticketing functions.
• Process ticket sales, fulfill complimentary ticket requests, redeem vouchers, manage e-mail correspondences with patrons, etc.
• Become proficient with the phone system, providing excellent patron support.
• Perform daily tasks such as patron account management, subscription processing and tracking, and manage shared spreadsheet communications.
• Manage the box office and all night of show duties; gather and organize “will call” for distribution during the night of show.
• Provide information to customers as requested, such as show running time, directions, parking, and seating guidance.
• Adhere to CAPA’s cash management procedures.

First 6 months:

• Assists front end Associates in resolving patron questions and escalations.
• Become proficient with SharePoint folders and maintain files .
• Generate reports as needed.
• Compile Subscription materials; proofread order forms, edit subscription inserts, create labels for envelopes.
• Work closely with the Event Creation team and serve as secondary contact for event creations.

First Year:

• Expand knowledge of Tessitura database with online trainings, and engage with support materials.

Other duties

• This job description is not designed to cover or contain an exhaustive list of duties, responsibilities, and key performance objectives that are required of the employee
• Further, job-related duties, responsibilities, and activities may change, or new ones may be assigned from time to time.

Knowledge, Skills and Abilities

• Strong attention to detail.
• Proficient computer skills.
• Excellent phone and verbal communication skills with the ability to foster outstanding customer service.
• Ability to handle conflict and work closely with others.
• Accurate and efficient cash handling skills.
• Knowledge of Tessitura is preferred.
• Ability to stand for an extended period of time and lift up to 40 lbs.

Credentials and Experience

• High School Diploma or equivalent.
• Experience working with the public in a sales capacity.
• Previous ticket office or call center experience is preferred.

Special Requirements

• Background and credit check required.