Box Office Supervisor

Flynn Center for the Performing Arts; Burlington (VT); On-site; USD 42,000 - 56,000; Full time

Job summary

Flynn Center for the Performing Arts in Burlington, VT is seeking a Box Office Supervisor to lead union box office agents and over-hire staff, overseeing day-to-day operations and providing administrative support to the Box Office Manager.

The role requires strong customer service, knowledge of Tessitura, and the ability to manage ticket inventory, reports, and on-sale dates while maintaining a positive work environment, including evenings and weekends.

Qualifications

• Two years of relevant experience in box office roles.
• Experience in box office operations or CRM software preferred.
• Supervisory experience preferred.
• Familiarity with Tessitura or similar ticketing systems preferred.
• Strong customer service and problem-solving abilities.
• Proficiency with Microsoft Office.
• Flexible schedule including evenings and weekends.

Responsibilities

• Provide functional supervision of Box Office Agents and over-hire staff during phone hours, window sales, Will Call, and performances.
• Schedule Box Office staff in accordance with the CBA with approval from the Box Office Manager.
• Train and onboard new Box Office Agents and provide ongoing guidance.
• Foster a positive, collaborative work environment.
• Respond to customer inquiries and complaints and resolve problems.
• Maintain accurate internal customer service records.
• Maintain knowledge of ticket inventory, seating, on-sale dates, discounts, and procedures.
• Supervise the Box Office during performances and provide reports to the House Manager.
• Process group ticket orders, SMS payments, and complimentary ticket requests.
• Assist with donation ticket requests and the J.J. Flynn concierge service.
• Provide regular ticket counts to promoters.
• Oversee Box Office accounting procedures, including daily reports, cash-outs, and end-of-day reconciliation.
• Open/close procedures including cash reconciliation and deposits.
• Assist with Tessitura functions and administrative tasks.
• Keep the Box Office stocked with office supplies and update documentation.
• Provide sales and other operational reports.
• Perform regular ticket sales and customer service duties.
• Provide additional administrative support to the Box Office Manager.
• Perform other duties as assigned.

Skills

Box Office Operations

CRM Software

Supervisory Experience

Customer Service

Microsoft Office

Communication Skills

Organizational Skills

Flexible Schedule

Tools

Tessitura

Job description

Box Office Supervisor

Full-time, Non-exempt, Benefits Eligible

Basic Function

The Box Office Supervisor oversees union Box Office Agents and over-hire staff, supports the day-to-day operations of the Box Office, and provides administrative support to the Box Office Manager. This position also performs customer service and ticketing functions as needed to ensure efficient operations and a positive customer experience.

Characteristic Duties & Responsibilities

Primary Responsibilities

Staff Supervision and Scheduling

• Provide functional supervision of Box Office Agents and over-hire staff during phone hours, window sales, Will Call, and performances.
• Schedule Box Office Agents and over-hire staff in accordance with the collective bargaining agreement (CBA), with approval from the Box Office Manager.
• Assist with the training and onboarding of new Box Office Agents and provide ongoing guidance and updates to staff.
• Foster a positive, collaborative work environment.
• Consult with other supervisors on customer service and operational matters as needed.

Customer Service and Ticketing Operations

• Respond to customer inquiries and complaints, investigate and resolve problems, and address issues escalated by other Box Office staff.
• Assist staff with customer service tasks, tracking, and record-keeping; maintain accurate and up-to-date internal customer service records.
• Maintain current knowledge of ticket inventory, seating, ticket products, on-sale dates, special offers, discounts, and related procedures.
• Supervise the Box Office during performances, resolve ticketing issues, and provide requested reports to the House Manager.
• Process group ticket orders, Student Matinee Series (SMS) payments, and complimentary ticket requests.
• Process or assist with donation ticket requests.
• Assist with the J.J. Flynn concierge service.
• Provide regular ticket counts to the promoters as requested.

Financial and Administrative Operations

• Oversee Box Office accounting procedures, including daily reports, cash-outs, and end-of-day reconciliation.
• Perform opening and closing procedures as scheduled, including cash reconciliation, bank deposits, and ticket printing. Document operational needs and issues in the CSI report.
• Assist the Box Office Manager with Tessitura functions and other administrative tasks as needed.
• Maintain current knowledge of ticketing and administrative software and provide staff with relevant procedural updates and training.
• Keep the Box Office stocked with office supplies and necessary forms.
• Maintain and update Box Office documentation related to procedures and operational standards.
• Provide sales and other operational reports as requested.

Secondary Responsibilities

• Perform regular ticket sales and customer service duties as needed.
• Provide additional administrative and operational support to the Box Office Manager.
• Perform other duties as assigned.

Supervision Exercised

Provides functional supervision of part-time union Box Office Agents and over-hire staff.

Supervision Received

Works under the supervision of the Box Office Manager.

Qualifications

• Two years of relevant experience demonstrating comparable knowledge and skills.
• Experience in box office operations, ticketing, or customer relationship management (CRM) software preferred.
• Previous supervisory experience preferred.
• Familiarity with Tessitura or similar ticketing systems preferred.
• Ability to train, guide, and direct the work of Box Office staff.
• Strong customer service skills and the ability to resolve customer concerns professionally and effectively.
• Ability to remain organized, exercise sound judgment, and solve problems under pressure.
• Strong verbal and written communication skills.
• Good organizational, administrative, and record-keeping skills.
• Proficiency in Microsoft Office applications.
• Availability to work a flexible schedule, including evenings and weekends.
• Ability to sit and work at a computer for extended periods and to use a telephone regularly.
• Ability to follow direction from Flynn management and work collaboratively with colleagues across the organization.