Box Office Coordinator
North Adams, MA Experience - Box Office
Job Type
Full-time
Description

Job Summary 

The Full-time Box Office Coordinator plays a vital role in the overall success of the visitor experience at MASS MoCA, providing a foundation for our visitor’s experience in a welcoming, enthusiastic, and engaging way. The Coordinator will assist the Manager by providing strong, positive, and effective leadership as well as oversight to the Box Office Team in the completion of daily responsibilities and tasks. They will liaise with other museum departments, assist in the development and implementation of policies and procedures and, in the absence of the Box Office Manager, will take responsibility for addressing situations in a timely manner while  concurrently performing Box Office tasks and providing an outstanding experience for all  museum guests.


The Box Office Coordinator is required to interact with a diverse group of visitors, establishing  connections to promote educational and performing arts programs, encourage visitors to explore the North Adams community and the Berkshires at large; and impart any other information that provides the best possible experience at the museum and in the surrounding community.  


The Box Office Coordinator further supports the institution by operating and coordinating all  aspects of ticket sales for both performing arts events and gallery admission. The Box Office  Coordinator utilizes the Tessitura ticketing software to process ticket sales and maintain the mailing list database and daily cash drawer. They further act as a greeter and provide excellent customer service by offering information about the history of MASS MoCA, as well as current  and past exhibitions and performances. They also assist in maintaining the overall clean and  inviting look of the lobby. 


The Box Office Coordinator regularly works 40 hours per week, with overtime as needed. Work schedules often follow museum hours, and availability must include weekends, holidays, and evenings for performances and events, as well as festivals.

 

As defined by the National Labor Relations Act, this position is part of the bargaining unit for UAW Local 2110.


Duties and Responsibilities 

  • Ensures that all Box Office Associates are following established policies and procedures necessary to provide an excellent guest experience 
  • Assists the Box Office Manager in planning daily operations, editing materials and coordinating efforts and events in which the Box Office is involved
  • Assists the Box Office Manager in creating, maintaining and implementing daily Box Office schedules 
  • Assists the Box Office Manager in approving time cards for payroll 
  • Oversees the Box Office in the absence of the Manager  
  • Liaises with other departments to ensure the Box Office is well informed about events and  activities happening at the museum 
  • Assists in developing policies and procedures and responds immediately to resolve guest and  staff inquiries and complaints while supporting museum policies to ensure a positive guest  experience 
  • Makes decisions that require immediate action and/or attention  
  • Provides high-quality customer service, remaining professional, personable, and engaging to all museum visitors 
  • Facilitates all aspects of ticket sales, including cash handling, invoices, refunds, returns, and specialty tickets 
  • Maintains constituent records, including personal information, donation or membership records, and ticket records 
  • Builds and edits performances in Tessitura for online, membership, and walk-up sales  ? Works with Box Office Manager and Lead Box Office Associate on Tessitura and TNEW development and trainings 
  • Performs opening and closing procedures of the museum Box Office 
  • Helps with “will call” organization with Box Office representatives  
  • Promotes museum membership; understands any special promotions and changes  ? Processes charitable donation requests as needed 
  • Assists in wayfinding for patrons, and provides direction and/or alternate routes based on  patron mobility 
  • Responds courteously and professionally to both phone calls and emails from patrons and other departments in a timely manner Supports Visitor Experience Team in preparing for, processing, and welcoming groups for self guided and guided tours 
  • Takes initiative to learn about exhibitions, educational opportunities for visitors, and performing  arts programs, and promotes these to all to visitors as applicable 
  • Works special events, performances, opening receptions, public programs, and other  programs as assigned 
  • Attends all mandatory department meetings/trainings 
  • Performs all other Box Office duties as assigned
Requirements
  • A minimum of 3 years’ customer service and cash drawer experience required; museum/cultural organization preferred 
  • High school diploma, GED, or equivalent required 
  • Is capable of working in a fast-paced environment and interface effectively with visitors, and remaining calm and effective during high-traffic times 
  • Has outgoing personality and is enthusiastic about interacting with guests and colleagues  
  • Has commitment to providing excellent and impactful visitor experience in a friendly, respectful, and patient manner 
  • Ability to use good judgement and work independently during gallery hours and  performing arts events 
  • Responds quickly and calmly to emergencies 
  • Knowledge of Google Suite (Gmail, G-calendar, sheets, docs, and drive) and confidence with computer programs and software is required 
  • Experience with POS and/or ticketing systems is required, Tessitura is preferred 
  • Has exceptional verbal and communication skills 
  • Knowledge of the North Adams/Berkshire County area preferred


Work Conditions 

  • This position requires ability to work a flexible schedule, with availability on weekends  and holidays, and for events, programs, and festivals, including those after museum hours 
  • The majority of the workday is spent indoors, but occasional special events, exhibitions, and/or festivals may require working outdoors and in inclement weather 


Physical Requirements 

  • Must be fully vaccinated for Covid-19 
  • Must be able to sit and stand for long periods of time 
  • Ability to lift upwards of 50 pounds