Assistant Box Office Manager

Centre In The Square; Kitchener; On-site; CAD 55,000 - 65,000; Full time

Job summary

Centre In The Square seeks an organized Assistant Box Office Manager to support ticketing operations in Kitchener. This role involves leading a team, ensuring excellent customer service, and managing ticketing software. Ideal candidates have experience in ticketing and strong analytical skills, with a competitive salary and benefits offered.

Benefits

Annual vacation

Extended health plan

Retirement benefits

Qualifications

• Experience with Paciolan or similar ticketing software is highly preferred.
• Strong analytical and problem-solving skills.
• Excellent customer service and attention to detail.

Responsibilities

• Support day-to-day ticketing functions and customer service.
• Lead and manage staff, ensuring effective scheduling.
• Process and issue complimentary tickets and gift certificates.

Skills

Analytical skills

Customer service

Organizational skills

Interpersonal skills

Education

3+ years of experience in ticketing and event management

Tools

Paciolan

Microsoft Excel

Google Suite

Job description

Reports To : Internal and External Box Office Managers

Location : Centre In The Square, Kitchener, ON

Position Overview

Centre In The Square is seeking an organized and detail-oriented Assistant Box Office Manager to join our team. This role will support the Internal and External Box Office Managers while ensuring smooth ticketing operations. The ideal candidate will have experience with Paciolan or similar ticketing software and be eager to develop into a Paciolan super user. They will play a key role in leading a team of full and part-time staff, creating events, generating reports, conducting analytics, and supporting multi-departmental needs.

Responsibilities

• Support the day-to-day ticketing functions of a busy regional ticketing provider, ensuring high-performing ticketing and customer service, maximizing revenue across earned and contributed and various external clients.
• Continually motivate and provide leadership to the team and manage staff issues as they arise, including performance management & disciplinary action, when required.
• Ensure adequate staffing levels, creating and monitoring the most effective schedule and ensuring levels are managed within budget.
• Act as first point-of-contact for customer service concerns or complaints, resolving issues effectively and independently.
• Demonstrate excellent customer service skills, responding promptly to customer needs, requests for service and assistance, working independently to handle most box office questions without assistance.
• Support the Box Office Managers with daily staffing, addressing any sickness or short notice requests.
• Onboard, train, and support Box Office staff in using Paciolan effectively.
• Maintain and update ticketing policies and procedures, ensuring smooth operations and compliance with best practices.
• Prepare sell sheets and on sale communication, and inform staff of key selling features for new productions.
• Attend Paciolan training sessions and learn industry best practices to ensure Centre In The Square & KW Tickets is an industry-leading regional ticketing provider.
• Provide backup support for Box Office Managers as needed.
• Assist in the setup, maintenance, and troubleshooting of events in Paciolan ticketing software, ensuring accurate event builds, including pricing structures, seat maps, holds, promotions, and special ticket offers.
• Develop expertise in Paciolan and become a key resource for troubleshooting, training, and optimizing system usage.
• Process and issue complimentary tickets and gift certificates.
• Support the Box Office team in processing ticket sales, exchanges, and customer inquiries, when required.
• Complete daily deposit reports and ensure accurate, timely, and efficient reporting and reconciliation.
• Create and maintain reports on daily ticket sales, attendance trends, and financial performance for internal stakeholders.
• Prepare ticket reports for event settlement, as required.
• Work with finance and accounting teams to reconcile daily sales and maintain proper financial records.
• Utilize data analytics tools to provide insights and recommendations for marketing, finance, and programming teams.
• Compile platinum, VIP, Access2Entertainment, and other special ticket reports.
• Collaborate with Marketing, Development, and Programming teams to implement ticketing strategies and promotional campaigns.
• Assist in coordinating group sales, special ticketing promotions, and subscriber services with internal and external stakeholders.
• Monitor and support customer service initiatives, ensuring that all audience members have a seamless and enjoyable experience.

As this is an evolving and growing department and organization, other duties will be assigned.

Qualifications & Skills

• Experience with Paciolan or similar ticketing software is highly preferred.
• 3+ years of experience in ticketing and event management.
• Strong analytical and problem-solving skills, with the ability to interpret sales data and troubleshoot financial discrepancies.
• Excellent customer service, organizational skills, and attention to detail.
• Strong communication and interpersonal skills, exhibiting the ability to train and support staff.
• Ability to work flexible hours, including evenings, weekends, and event days as needed.
• Proficiency in Microsoft Excel, Google Suite, and CRM systems is an asset.
• Knowledge of AudienceView, Paciolan, Tessitura, Ticketmaster, or other ticketing platforms is a plus.

Compensation

The Centre In the Square offers a competitive annual salary of $55,500 – $65,000, commensurate with experience. Additional benefits include annual vacation, participation in an extended health plan, and retirement benefits.

How to Apply

To be considered, please apply with a Cover Letter and CV in PDF form by Monday, March 10 at 5 : 00pm to Jonathan Randall, Director of Marketing & Development at [e-mail]. Please put the subject of your email : Application : Box Office Manager. No phone calls please. Only successful applicants will be contacted for an interview. Interviews will be held the week of March 17.

About Centre In The Square

Established in 1981, Centre In The Square is a not-for-profit corporation and registered charity dedicated to managing Kitchener's premier performing arts venue. With over 140 annual events, Centre In The Square showcases top local, national, and international talent, enriching the cultural landscape with concerts, plays, lectures, and more. Located in Downtown Kitchener, the performing arts centre is a cultural hub that also houses the Kitchener Waterloo Art Gallery and partners with local groups like the Grand Philharmonic Choir. Emphasizing on multidisciplinary programming and accessibility, Centre In The Square offers diverse artistic experiences for all ages, supporting artists and major national and international touring productions with state-of-the-art facilities and technical expertise.

About KW Tickets

Proudly operated by Centre In The Square, KW Tickets, offers regional ticketing solutions to a variety of clients including the Kitchener Memorial Auditorium (including the Kitchener Rangers and the KW Titans), the Elora Community Players, the Regency Theatre, and more.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Manufacturing

Entertainment Providers

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