Audience Engagement Assistant
Williamstown, MA Audience Engagement
Job Type

POSITION:   Audience Engagement Assistant


STATUS:   Non-Exempt

REPORTS TO:   Box Office Management and House Management, with department 

supervision by the Director of Audience Engagement


LOCATION:   On-site in Williamstown, MA


HIRING TIMELINE: Applications to be accepted until position is filled with a priority application 

deadline of February 16. Application review and interviews to be conducted starting February 20, with an anticipated start date of June 12 and an end date of August 17.

Job Summary

The Audience Engagement Assistants serve as two of the most public-facing members of the Williamstown Theatre Festival team, assisting both the Box Office and House Management in ensuring a smooth Front of House operation during the run of multiple productions in the season. Reporting to both Box Office Management and House Management, with department supervision by the Director of Audience Engagement, the Audience Engagement Assistants help the entire team create a patron-centric welcoming environment at the Festival. 

Primary Responsibilities and Expectations

  • In conjunction with the House Management team during performances 
    • Greet patrons and assist them by answering questions, addressing concerns, providing directions, scanning tickets, and seating
    • Set-up and break down lobby and lawn furniture before and after the performances, as well as ensure the general safety/cleanliness of audience areas
  • Administer the Assistive Listening Device check-out process at performances and troubleshoot issues with patrons
  • Sell merchandise in the lobby Gift Shop
  • Run the Company List check-in process
  • Assist downtown Williamstown visitors with wayfinding and by answering questions, once a week at the town’s Information Booth on Spring Street
  • In conjunction with the Box Office staff, facilitate ticketing requests—selling and exchanging tickets by phone, email, and in-person, as needed
  • Accurately collect and process data in the Salesforce CRM (Customer Relationship Management) platform PatronManager, as well as Square and the Google suite
  • Load-in the Front of House operations at the beginning of the season, as well as help the department strike at the end of the season
  • Support activities and projects of the Marketing & Communication department, as needed
  • Embrace the Festival’s commitment to EDIA and Anti-Racism by actively participating in and encouraging behaviors among staff members that exemplify respect; interrupting microaggressions and other behaviors that hinder our EDIA and Anti-Racism efforts; engaging in the diversification of the workforce; demonstrating a degree of cultural competency that encourages healthy relationships with all company members
  • Adhere to all Festival safety protocols
  • Must be able to lift at least 25 pounds
  • Must be able to work on feet and stand for long periods of time
  • Other duties as assigned

Preferred Qualifications

  • Previous customer service experience
  • Familiarity with a Point of Sale or Customer Relationship Management (CRM) system
  • Proficiency with Microsoft Office and Google Suite
  • Clear communication/interpersonal skills
  • Strong initiative
  • Comfort working in a strong sales environment and handling/counting cash
  • Ability to gracefully balance competing priorities under pressure
  • Keen eye for detail
  • Can-do attitude and sense of humor
  • Passion for the performing arts and the development of its audiences and promotion of its work
Salary Description