Audience Services Representative (Seasonal)

Perelman Performing Arts Center (PAC NYC); New York (NY); On-site; USD 26,000 - 36,000; Full time

Job summary

Perelman Performing Arts Center (PAC NYC) in New York seeks a Seasonal Audience Services Representative to welcome patrons and deliver a best-in-class experience. You will assist with ticket scanning, wayfinding and ushering for performances, and handle ticket sales over the phone and in person using Spektrix CRM.

Seasonal staff work a minimum of one to three shifts during show weeks, up to 29 hours per week, with opportunities to cover rental events and administrative shifts when available.

Qualifications

• Strong customer service and diplomacy when interacting with patrons.
• Experience with ticketing platforms and multi-line phone systems is a plus.
• Experience as an usher or front-of-house role preferred.
• Cash handling and card transactions experience is helpful.

Responsibilities

• Assist patrons with inquiries, directions, parking, dining, and hotels.
• Resolve patron concerns or escalate to the on-duty manager as needed.
• Facilitate a positive experience, ensuring accessibility and inclusivity.

Skills

Customer service

Ticketing platform

Phone system

Ushering

Cash handling

Bilingual

Tools

Spektrix

Job description

About Perelman Performing Arts Center (PAC NYC)

Following 9/11, the community and civic planning process that resulted in the World Trade Center master plan in 2003 envisioned a new performing arts center as one of the anchors of the site. The Perelman Performing Arts Center (PAC NYC) opened in the Fall of 2023. Within its three flexible and intimate performance spaces, PAC NYC produces and presents multiple projects in theatre, dance, music and chamber opera. Across each season, we seek to celebrate life and to affirm community in our location at the World Trade Center.

Our mission

PAC NYC's mission is to create connections by cultivating bonds between extraordinary artists and communities, with exemplary performances in active dialogue across the arts, and in our flexible, intimate spaces, inviting conversation and new relationships. Our art and our audiences reflect the dynamic energy of all five boroughs of New York City. We invite everyone to join us as we celebrate creative expression from around the world. PAC NYC is where the world trades ideas.

The role:

As an Audience Services Representative (Seasonal), you will engage directly with patrons and visitors of PAC NYC, welcoming them to our space and delivering a best-in-class experience.

You will assist in ticket scanning, wayfinding and ushering for performances, ensuring that the experience for each audience member is smooth, resourceful, and accessible. You will also process ticket sales over the phone and in person while working within our CRM (Spektrix) to maintain accurate data and communication.

Seasonal Audience Services Representatives must be available to work a minimum of one to three shifts during show weeks, up to a maximum of 29 hours per week. Seasonal Representatives may also pick up shifts for rental events and administrative shifts when available.

Your key responsibilities:

• Assist patrons with inquiries they might have including directions to our theater, and recommendations for nearby parking, restaurants, and hotels
• Actively resolve any patron concerns, or **escalate** to the manager on duty when needed
• Facilitate a positive experience for a diverse audience, including the adherence to PAC NYC's inclusive, accessible, and antiracist expectations for all patrons

Performances / Front of House

• Ushering patrons to their seats
• Scan and ensure ticket validity for all scheduled performances
• Provide information and assistance to patrons regarding PAC's accessibility services
• Enforce all venue performance policies throughout the production
• Know and follow all emergency procedures when necessary
• May be assigned other related duties, as necessary

Ticketing and ticket sales

• Assist with ticket pick-up (will call)
• Sell and process all ticket sales and merchandise in Spektrix (CRM)
• Keep up to date on all offers, promotions, and upcoming events at PAC NYC

What it takes to be successful in the role:

• Strong customer services skills, with the ability to be flexible and professional while handling all interactions with respect and diplomacy
• Comfortable with technology; experience using a ticketing platform and multi-line phone system is a plus
• Experience as an usher or similar experience preferred
• Cash handling and credit card transaction processing experience preferred
• Ability to stand for extended periods (accommodations provided as needed)
• Always maintain a professional appearance
• Bilingual, multilingual or fluency in ASL a plus
• A genuine interest in performing arts
• A commitment to anti-racism and an eagerness to create a culture of belonging
• CPR Certification is a plus
• F-03 Fireguard Certification required within two weeks of onboarding (PAC NYC will reimburse for cost of training and certification)
• Must have availability to work evenings, weekends and holidays
• Final candidates must successfully complete a background check

This is a non-exempt, hourly position at $22.50/hour, subject to applicable federal and state wage and hour laws, including overtime pay at 1.5 times the hourly rate where applicable.

Equal employment opportunity and a commitment to a diverse staff are fundamental principles at PAC NYC, where employment opportunities are based upon individual capabilities and qualifications without regard to race, color, religion, gender identity, sexual orientation, age, national origin, citizenship, disability, veteran status or any other protected characteristic as established under law.