Box Office Representative

Boston Ballet; Boston (MA); On-site; USD 18,267,000 - 30,445,000; Part time

Job summary

Boston Ballet seeks a part-time Box Office Representative to deliver high-touch customer service to over 200K patrons annually. The role handles phone, mail, email, and in-person interactions at two box offices, with a strong knowledge of the season, policies, and Tessitura.

Responsibilities include processing thousands of orders and exchanges, maintaining a sales reconciliation report, and supporting office operations during performance weeks, with evenings/weekends required.

Qualifications

• Bachelor’s Degree or relevant experience preferred.
• Minimum 1 year of experience in sales and customer service.
• Strong customer service skills; professional, enthusiastic, and accurate with numbers and details.
• Flexible, positive attitude with ability to multi-task in a fast-paced environment.
• Proficient in Microsoft Office and Excel.
• Experience with Tessitura is a plus.
• Willing to work evenings and weekends during performance weeks.
• Hours vary based on labor needs.

Responsibilities

• Process approximately 20K orders annually for 80K tickets and $4M in revenue.
• Handle about 11K ticket and subscription exchanges and 16K complimentary tickets.
• Manage account credits, refunds, add-on donations, and program tickets for school.
• Maintain an accurate sales reconciliation report.
• Provide high level customer service and resolve issues calmly.
• Work at Citizens Opera House during performance weeks.
• Support database records, merge accounts, close service issues, and classify records.

Skills

Customer service

Sales experience

Attention to detail

Multi-tasking

Professional communication

Education

Bachelor’s Degree or relevant experience

Tools

Tessitura

Microsoft Office

Excel

Job description

Description

The heart of Boston Ballet is the human experience. Through our living and breathing art, we forge human connections between artist and attendee, teacher and trainee, friend and newcomer, one's outer and inner self. We believe that our community of employees is better when talented individuals with varied life experiences, identities, races, cultures, and ideas are welcomed, encouraged, and heard. As an internationally-acclaimed company, Boston Ballet is ever-evolving and innovating to stay relevant and ahead of the curve—in our business model, our repertoire, our education, and our engagement with our community.

The Box Office Representative is a part-time, front-line, non-exempt position that is responsible for providing excellent, high-touch customer service for over 200K patrons annually including Subscribers, donors, VIPs, and staff. This position handles customer interactions by phone, mail and email, and in person at the 19 Clarendon Street and Citizens Opera House Box Offices. The Box Office Representative maintains a high level of knowledge about the current season and the company, the venue, processing procedures and policies, and Tessitura (Customer Relation Management database).

ESSENTIAL FUNCTIONS

• As a member of the Box Office team, the Box Office Representative is responsible for processing: approximately 20K orders annually for 80K tickets (30% of total) and $4M in revenue (20% of total); approximately 11K ticket and subscription exchange requests and 16K complimentary tickets annually; and processing sensitive and detailed transactions such as account credits, refund requests, add-on donations, and tickets to Boston Ballet School programs like Next Generation and the Spring Showcases.
• Responsible for maintaining an accurate sales reconciliation report.
• Maintain a high level of customer service with a focus on accuracy and efficiency and a strong ability to problem solve difficult situations.
• Stay organized and informed of Box Office policies and procedures.
• De-escalate difficult customer communications by remaining calm and considerate at all times.
• Responsible for working in the Box Office at the Citizens Opera House during performance weeks.
• Perform various administrative tasks like assisting in maintaining database records, merging accounts, closing Customer Service Issues, and tagging records for historical accuracy.

Requirements

• Bachelor’s Degree or relevant experience preferred
• Minimum of 1 year of experience in sales and customer service
• Strong customer service skills; professional, enthusiastic, and accurate with numbers and details
• Flexible, positive attitude with ability to multi-task and problem solve in a fast-paced and collaborative environment
• Computer skills with the ability to use Microsoft Office, Excel, and Word
• Experience with Tessitura a plus
• Enthusiasm to contribute to a work environment that strives for diversity, equity, and inclusion
• Some evenings and weekends are required during performance weeks
• Hours vary based on labor needs

Pay Rate: $17.00/hour

Boston Ballet is an Equal Employment Opportunity Employer.