Job Title: Ticket Office Supervisor
Department: Ticket Office
Reports To: Asst. Ticketing & Sales Manager
FLSA Status: Non-Exempt, Full-time
Pay Tier: 4
Compensation: $18/hr., competitive benefits package including health insurance, dental insurance, voluntary supplemental benefits, 401(k), vacation, sick time, parental leave and paid holidays.
Serving as a member of the ticket office team, assist the Asst. Ticketing & Sales Manager to ensure an exceptional, welcoming, and inclusive experience for patrons. Areas of responsibility include ticket office operations and supervision of part-time staff. Weekends, evenings, and holidays required on a regular basis.
Essential Duties and Responsibilities include, but are not limited to, the following:
Patron Service and Experience:
- Ensuring that patrons and community members have an exceptional, welcoming, and inclusive experience when attending or interacting with Trinity Rep
- Supervising and ensuring proper scheduling, conducting training, ensuring overall smooth operation and high customer service level of the Ticket Office staff
- Resolving customer service issues or complaints
- Providing patron ticket concierge services for donors
Ticketing and Sales Management:
- Serving as the manager-on-duty for most performances
o Pulling lists and reports as needed
o Aiding with the weekly database cleanup including unbalanced orders, duplicate accounts, and comp ticket reconciliation
o Counting and reconciling cash for all ticket office staff
o Completing end of day report for Asst. Ticketing & Sales Manager
o General ticket office upkeep
Ticketing and Sales:
- Processing and fulfilling single-ticket and subscription sales in person and over the phone
- Assisting patrons with exchanges and other requests
- Working will-call for performances and special events
- Processing staff ticket requests
- Prepping for mass ticket mailings
Patron Database Management:
- Training and serving as a Ticket Office admin for the Customer Relationship Management software and provide interdepartmental support as necessary
- Aiding with the weekly database cleanup including unbalanced orders, duplicate accounts, and comp ticket reconciliation
Management and Administration:
- Advancing, supporting, and promoting organizational inclusion, diversity, equity, access, and antiracism goals in staffing, policies, procedures, and practices
- Participating in activities with other Trinity Rep departments as needed
- Assuming some responsibilities of Asst. Ticketing & Sales Manager in their absence
Supervise part-time ticket office staff. Carry out supervisory responsibilities in accordance with organizational policies and applicable laws. Responsibilities include training and coaching ticket office staff; assigning and directing work; addressing and resolving problems.
ABOUT TRINITY REPERTORY COMPANY
Rhode Island’s Tony Award-winning theater company, Trinity Rep has created unparalleled professional theater for and with its community since its founding in 1963. Trinity Rep is committed to reinventing the public square and inspiring dialogue by creating emotionally-stimulating productions and innovative education programs for all ages and abilities. Whether classical or contemporary, all of Trinity Rep’s productions connect audiences with the play and each other in meaningful and sometimes surprising ways. Its annual production of A Christmas Carol has brought families together for 40+ years and made memories for over a million audience members. Trinity Rep shapes the future of the nation’s theater through the development and production of new plays, as well as the tuition-free Brown University/Trinity Rep MFA program – one of the leading programs for actor and director training in the world.
Trinity Rep strives to facilitate human connection through its commitment to forming meaningful community partnerships, creating a safe and welcoming environment for everyone, delivering exceptional customer service, and connecting patrons with its resident company of artists. Trinity Rep has resolved to place antiracism at the center of its work, and has embarked on a robust planning process to develop and implement a bold new vision for theater making, education, and community engagement, founded on the principles of genuine equity and antiracism.
Located in downtown Providence, Trinity Rep has long been a driving force behind the creativity that fuels and defines the region. Typically employing over 250 artists, educators, and administrators, the organization generates nearly $21 million in direct and indirect economic activity annually. It is one of 76 theaters nationwide with membership in LORT (the League of Resident Theaters), the organization representing America’s leading professional theater companies.
Learn more at www.trinityrep.com/about/.
ABOUT THE COMMUNITY
Ranked #1 in Travel + Leisure Magazine’s 2014 America’s Favorite Cities Survey, praised by Architectural Digest as “The country’s best small city,” and named America’s Coolest City by GQ Magazine in 2015, Providence is the capital and most populous city in Rhode Island. Founded in 1636, it is one of the oldest cities in the United States and the third-largest city in the New England region after Boston and Worcester. Providence has a city population of 180,609 and is part of the Providence metropolitan area with an estimated population of 1,622,520. The region is considered part of the Greater Boston combined statistical area, the sixth largest in the country, with over eight million residents.
Once nicknamed the “Beehive of Industry,” Providence has rebranded itself as the “Creative Capital” to emphasize its educational resources (Brown University, Rhode Island School of Design, Providence College, Rhode Island College, Roger Williams University, and Johnson & Wales University) and arts community. Over the last twenty years, much of Providence has undergone a true civic renaissance, as political leaders and residents have propelled the city into an exciting place to work and live. City streets are packed with boutiques, hotels, renovated lofts, excellent restaurants, and art spaces.
In addition to being the home of Trinity Repertory Company, Providence has a remarkable arts and culture community that includes nationally renowned community arts center, AS220; the Rhode Island Philharmonic Orchestra; RISD Museum; Providence Athenaeum; Festival Ballet; and WaterFire. Providence is also home to several performing arts centers such as the Veterans Memorial Auditorium and the Providence Performing Arts Center, as well as a number of smaller theaters. The city’s music scene, centered on artist-run spaces, is well known in underground music circles.
The restaurant scene in Providence is second to none and a source of immense pride for residents, as the city has been consistently recognized as a top city for food. Because of Rhode Island’s proximity to the ocean, many restaurants, grocery stores, and farmer’s markets boast food sourced from the state itself, giving real meaning to the phrase “farm-to-table” dining. From bakeries and coffee shops, to bars and food trucks, there is no shortage of fun, excellent, cutting-edge dining in the city.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
One or more years of professional experience and/or training in customer service, business, operations, or management; strong administrative and organizational skills; interest and/or involvement in an arts related enterprise; or equivalent combination of education and experience.
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, business plans, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, employees, patrons, and the general public in writing, by telephone, through face-to-face conversation and public speaking.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
To perform this job successfully, an individual should have knowledge of customer relationship management software (Salesforce or PatronManager preferred); internet software; word processing software; and strong knowledge of spreadsheet software.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· On-site work must be carried forth pursuant to the protocols in Trinity Rep’s COVID-19 Safety Plan and Protocols.
· The noise level in the work environment is usually moderate.
· Trinity Rep is a collaborative work environment, and employees are expected to be open and willing to collaborate across departments and teams.
· Employee must be able to work nights and weekends up to 100% of the time.
Trinity Repertory Company is an equal opportunity employer dedicated to building a culturally diverse, equitable, and anti-racist environment. For information about Trinity Rep’s commitment to antiracism, please visit trinityrep.com/antiracism.