AUDIENCE SERVICES REPRESENTATIVE

Professional Association of Canadian Theatres (PACT); London; On-site; CAD 17,000 - 25,000; Part time

Job summary

The Grand Theatre in London, Ontario is seeking responsible, customer-focused individuals for part-time Audience Services Representative roles in the busy Box Office. You will provide warm service, help patrons find the right tickets and packages, and actively promote shows and donations.

Responsibilities include handling calls and in-person inquiries, processing payments, and building a customer database. Availability evenings, weekends and holidays is required.

Qualifications

• Experience in sales, retail, call-centre or customer service; ticket sales/Box Office experience is an asset.
• Demonstrated ability to sell and recommend products or services.
• Strong interpersonal skills to understand and meet customer needs.
• Clear, proactive communication and writing skills including email.
• Good organizational skills and time management.

Responsibilities

• Maintain a welcoming, positive experience for all patrons and guests.
• Answer calls and in-person inquiries with information and assistance.
• Sell tickets, subscriptions, packages and gift certificates.
• Process payments, exchanges, and print/mail tickets.
• Promote performances, offers, subscriptions, and other sales opportunities.
• Build customer database through accurate data entry in the ticketing system.
• Perform opening and closing procedures as required.
• Support special ticketing projects and on-site sales as directed.

Skills

Sales experience

Customer service

Interpersonal skills

Communication skills

Time management

CRM software

Tessitura experience

Flexibility

Availability evenings/weekends/holidys

Tools

Tessitura

Job description

Company Overview

About Us

The Grand Theatre is located on the traditional territories of the Anishinaabek, Haudenosaunee, and Lunaapéewak Nations. We value the significant historical and contemporary contributions of local and regional First Nations, and all the Original Peoples of Turtle Island (colonially known as North America). We acknowledge the traditional lands upon which we live, work, share, and tell stories together.

The Grand Theatre is known for world‑class theatre created and built in London, Ontario. As southwest Ontario’s premiere producing theatre and one of the most beautiful theatre spaces in Canada, the company has deep ties to the community and to its artists, artisans, and technicians. We are World Curious. London Made. As a vibrant cultural hub and not‑for‑profit professional theatre, the Grand serves to gather, inspire, and entertain audiences in London and beyond.

Our Commitment to Equity, Diversity, Inclusion and Reconciliation

The Grand Theatre is committed to creating and practicing a company culture that ensures an accessible, equitable, inclusive, and welcoming space for all. We encourage applicants to review the Grand’s commitments to Equity, Diversity, Inclusion and Reconciliation on our website to confirm that your personal and professional values are aligned with this vision, and we invite you to reflect on these commitments in your submission. We are committed to building a diverse workplace and as such we encourage candidates to self‑identify as members of equity deserving groups such as members of the BIPOC community, and/or 2SLGBTQ+ community. Please let us know if you require accommodation(s) at any stage of the application process.

Job Description

The Opportunity

Dynamic and experienced Audience Services Representatives are an important part of our busy Box Office team. These are ongoing, part‑time positions, with hours scheduled up to a maximum of 35 hours per week.

As an Audience Services Representative at The Grand, you’ll provide warm, knowledgeable customer service while actively supporting ticket sales and audience development. You’ll be a welcoming first point of contact for many patrons and an important ambassador for the Grand Theatre.

You’ll help customers find the right tickets, subscriptions, packages and experiences while identifying opportunities to promote shows, offers, benefits and donations. The ideal candidate is someone who genuinely enjoys helping people and is confident turning those conversations into sales.

What To Expect

Typical shifts available are as follows but may vary by week, by show, by need.

• Weekday: 4:00 pm – 8:00 pm
• Saturday: 11:00 am to 8:00 pm
• Sunday: 11:00 am to 3:00 pm

What You’ll Do

• Maintain a welcoming, positive and friendly experience for all Grand Theatre patrons & special guests
• Answer customer calls and in‑person inquiries, providing information and assistance
• Sell tickets, subscriptions, packages and gift certificates
• Process payments, complete ticket exchanges, and print, package and mail tickets
• Actively promote performances, offers, benefits, subscriptions and other sales opportunities
• Build customer database through the collection & accurate entry of information to our ticketing system
• Perform opening and closing procedures, as required
• Other duties as assigned included but not included: provide support to special ticketing projects, re‑seating, street team on‑site sales, as required and directed

You Should Have

• Experience working in a sales, retail, call‑centre or customer service environment; previous ticket sales or Box Office experience is an asset
• A demonstrated ability to sell, and recommend products or services
• Strong interpersonal skills, with the ability to understand customer needs and recommend appropriate offerings
• Strong communication, initiative and organizational skills, with the ability to balance excellent customer service with a proactive approach to sales
• Exemplary customer service and communication skills including the ability to communicate clearly and professionally in writing, including through email.
• Strong organizational and time management skills
• Ability to perform basic mathematical calculations accurately and basic computer proficiency
• Familiarity working with CRM software; direct experience with Tessitura is an asset, with training provided
• Reliability, flexibility and dependability, with a willingness to work evenings, weekends and holidays
• Comfort working in a fast‑paced environment with frequent disruptions and competing priorities
• Ability to sit at a desk for extended periods and regularly use a telephone headset or handset

Must be legally eligible to work in Canada. Non‑Canadian applicants must have a valid employment Visa and proper documentation authorizing their ability to work in Canada on a part‑time basis.

About Working Here

Working Conditions

This is a public‑facing, part‑time position in a busy Box Office environment. Audience Services Representatives regularly interact with patrons in person, via email and by telephone and may spend extended periods sitting at a desk, wearing a telephone headset or communicating on a handset. The role requires the ability to maintain accuracy and professionalism while managing frequent interruptions, competing priorities and busy periods.

We value team members who contribute to an inclusive, respectful workplace and who demonstrate a commitment to equity, diversity, and inclusion by actively developing their awareness, modeling inclusive behaviors, and addressing bias when it arises.