Description

We are seeking a highly organized, proactive, customer and detailed-focused person to the team in opening the new Henry J. Kaiser Center for the Arts.  As the Ticketing Manager, the person is responsible for all ticket operations for the organization.  The position must be focused on providing the highest degree of customer service and satisfaction for our visitors while overseeing ticket sales process, the management and administration of box office operations, functionality, accountability, client service and customer relations. The position works on the marketing team and has a strong and critical relationships with the finance team to provide accurate and timely ticket, show performance, and other event-based reporting and record-keeping duties.  The individual is expected to contribute to a productive, pleasant work environment and help ensure high levels of organizational effectiveness, efficiency, and communication, with particular focus on teamwork and partnership with the Front of House Staff.   Leading by example at all times and providing the highest level of customer service to all guests and clients in imperative. 

The ideal candidate is a detail-oriented, self-starter who has good interpersonal skills and is able to effectively assist customers and work to resolution in conflicts.  The person should also be skilled in databases and have excellent computer skills – experience running and or set-up of a ticketing system is a huge plus.  We are seeking someone who is interested in being an integral part of a team that is growing and evolving to serve the community of Oakland, the East Bay and beyond with cultural and arts programs.  The candidate needs to be comfortable with a fast-paced, continually changing and evolving environment and interest in arts and culture and nurturing the city of Oakland is critical. 

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Key Responsibilities:

Box Office Management/Ticket Sales/Customer Service

• Be skilled and experienced in general Box Office processes and procedures and able to define these in a new organization and keep them running and continually improving in the future.
• Take and process ticket orders during regular business hours and during performances via phone, in person, by mail and by email. 
• Answer incoming calls and return all calls on the ticket office phone line.
• Process orders, single ticket sales, ticket exchanges and/or refunds, and ticket donation requests in an efficient and timely manner.   
• Sell tickets, packages, gift certificates, and related items through the box office.  Includes taking charge card or other payment information from patrons, which must be maintained in strict confidence.   
• Upsell appropriate services, development programs, and events. 
• Make outgoing calls to patrons regarding program or event changes and new services or offerings as necessary. 
• Function as information and sales representative for events and work the box office during performances.
• Work in partnership with Front of House staff as the staff member responsible for will call distribution, seating and re-seating issues, and other ticket challenges.
• Identify and troubleshoot customer service issues to provide the fastest and most positive resolution for the customer. 
• Provide helpful information to patrons, including suggestions for events, performances, price options, parking options, directions, restaurants, access for patrons with disabilities, and any other services. 
• Compose and distribute periodic customer comment reports to Executive management team. 
• Be knowledgeable about and familiar with the integration of the ticketing system with the website and be able to guide patrons through their online interactions on the web site as needed. 
• Ensure the fulfillment of house seats, comps, and trade requests, as needed. 
• Monitor the advance sales and consult with the marketing department to make suggestions regarding papering and closing sections, price changes, etc. 
• Assist in training ushers or other front-of-house personnel. 
• Manage the seating chart to understand what seats are available for each production. 
• Draft and proofread all copy for printed tickets with 100% accuracy 
• Be knowledgeable about the house and any physical anomalies to share with clients and patrons, including obstructed view seats, pricing tiers and other logistics of set up and selling

BOX OFFICE DATABASE MAINTENANCE 

• Serve as an organizational “power user” for the ticketing system and maintain on-going knowledge.  Serve as a staff resource for use and help teach others.
• Monitor all performances to ensure correct pricing, dates, times, and other pertinent information. 
• Create and build shows/seasons within the ticket system for all events both in house presented and client presented
• Work closely with promoters and clients to meet their ticketing needs while also following in-house procedures
• Ensure ongoing database maintenance, add accounts in database, and update and correct patron information.
• Enter customer feedback into patron database. 
• Monitor donors and board members in the ticketing system to ensure they are identified appropriately for each production within each season.
• Manage all patron contact information and mailing list to assist marketing in the pulling of all patron information for mailers. 

BOX OFFICE ACCOUNTING / GENERAL REPORTING

• Be responsible for all cash, check, and card transactions and reconciliations made through the box office and ticketing system.
• Lead and ensure timely and accurate box office fiscal accountability and reporting processes and procedures. 
• Provide regular ticketing and financial reports for the finance team to ensure ticket revenue is accounted for and reconciled on a monthly basis.
• Work closely with accounting on executing proper cash handling and cash control procedures. 
• Reconcile any issues between ticket sales and underlying reports. 
• Create and manage a regular sales report for use by the Center team
• Pull ticketing reports for Executive staff, finance, marketing, development and other team members as needed

Other Duties as Assigned

Qualifications:

• Degree in business, accounting, statistics, marketing or other relevant field or work experience in a box office or similar environment preferred.
• Strong proficiency in English required.  Fluency in Spanish and/or another language is a plus.
• At least 5 years work experience, preferably in a box office, theater or entertainment venue.
• Strong interpersonal skills with required with customer service and/or de-escalation training preferred
• Ability to work a varied schedule that often includes some nights and weekends.
• Proficiency in a ticketing and/or CRM highly desired. Microsoft Office Suite (especially Word, Excel, PowerPoint and Sharepoint preferred) and familiarity with web site maintenance, programming, SQL or similar a plus.
• Ability to manage multiple tasks, adapt to shifting priorities, and meet tight deadlines.  Position requires comfort in a fast-paced, fluid environment.
• Interest in the arts, culture and/or community development in Oakland.

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Job ID

58984

Job Title

Ticketing Manager

Salary Range

$65000.00 - $85000.00

Job Location

Oakland CA United States

Contact Information

Name & Title

Terri Trotter

Phone Number

(510) 725-5976

Email

ttrotter@hjkarts.org 

Best Method of Contact

EMAIL