Patron and Ticketing Services Specialist

Duke Clinical Research Institute; Durham (NC); On-site; USD 59,138,000 - 82,094,000; Full time

Benefits offered by this job

Benefits package

Job summary

Duke University’s Venue and Production Management (VPM) team seeks a Patron and Ticketing Services Specialist to deliver exceptional experiences for patrons, students, faculty, staff, visiting artists, and community members across Duke's arts venues.

You will lead front-of-house operations, manage ticketing activities, and support administrative tasks while collaborating with campus partners to ensure smooth events and outstanding service.

Qualifications

• Knowledge of event venues and arts administration is preferred.
• Experience with ticketing platforms and reservation systems.
• Excellent customer service and relationship management abilities.

Responsibilities

• Lead Patron and Event Services, serving as primary contact for patrons and attendees.
• Provide front-of-house leadership during events (Ticketing Supervisor, House Manager, or Front-of-House Lead).
• Support volunteer recruitment, onboarding, scheduling, and training programs.
• Assist with accessibility initiatives to enhance patron experience.
• Contribute to successful event execution during evenings and weekends.

Skills

Customer service

Relationship management

Verbal and written communication

Interpersonal communication

Organizational skills

Problem solving

Time management

Independent and collaborative work

Staff and volunteer supervision

Digital tools and office software

Policy interpretation

Diversity and inclusion

Education

Two years of postsecondary education

Bachelor’s degree substitution allowed

Tools

AudienceView

Momentus

Job description

Duke University:

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America's leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Be You.

At Duke, we celebrate individuality and the unique perspectives each member of our community brings. As a Patron and Ticketing Services Specialist, you will play a critical role in creating exceptional experiences for patrons, students, faculty, staff, visiting artists, and community members across Duke's vibrant arts venues.

Reporting through the Office of the Vice Provost for the Arts, the Venue and Production Management (VPM) team manages reservations, operations, and event support for premier campus venues including Page Auditorium, Baldwin Auditorium, Reynolds Industries Theater, Griffith Film Theater, the Rubenstein Arts Center, and other creative spaces that inspire artistic expression, learning, and collaboration.

As a valued member of the VPM team, you will help connect audiences with transformative arts experiences while supporting events that enrich the Duke community. You'll bring your customer service expertise, operational excellence, and collaborative spirit to a fast-paced environment where every interaction matters.

Be Bold.

Join a team dedicated to delivering seamless event experiences and exceptional service while supporting a dynamic portfolio of performances, academic programs, lectures, screenings, and community events.

What You'll Do

Lead Patron and Event Services

• Serve as a primary point of contact for patrons, guests, and event attendees.
• Provide front-of-house leadership during events, serving as Ticketing Supervisor, House Manager, or Front-of-House Lead as needed.
• Support volunteer recruitment, onboarding, scheduling, and training programs.
• Assist with accessibility initiatives that enhance the patron experience.
• Contribute to successful event execution during evenings and weekends.

Deliver Exceptional Ticketing Operations

• Provide outstanding customer service through phone, email, in-person, and written communications.
• Assist patrons with ticket purchases, exchanges, seating selections, and event information.
• Process payments and maintain accurate cash handling and reconciliation procedures.
• Generate ticketing reports, analytics, and business intelligence reports for campus partners and clients.
• Support ticket build configuration and event sales setup within ticketing systems.

Support Administrative and Operational Excellence

• Maintain office procedures, documentation, manuals, and operational records.
• Assist with scheduling, advancing meetings, resource coordination, and event preparation.
• Update websites, communications, and patron-facing information.
• Help implement new procedures and operational improvements that enhance efficiency and service quality.

Foster Strong Communication and Collaboration

• Maintain clear and consistent communication with team members, campus partners, clients, and leadership.
• Share important updates, operational information, and event details across stakeholders.
• Proactively identify challenges and recommend solutions.
• Contribute to a positive, collaborative, and service-focused team culture.

Additional Responsibilities

• Perform other related duties that support department initiatives and university goals.

What You Bring

Minimum Qualifications

Education

Work requires knowledge of mathematical, communication, and administrative principles typically acquired through two years of postsecondary education.

Experience

Three years of administrative, clerical, customer service, event operations, ticketing, or related experience.

Substitution

A bachelor's degree in a related field may substitute for the education requirement and two years of experience.

Equivalent combinations of relevant education and experience will be considered.

Preferred Skills and Expertise

We encourage candidates with a combination of the following qualifications to apply:

• Experience using ticketing platforms such as AudienceView or similar systems.
• Experience with event scheduling or reservation systems such as Momentus.
• Knowledge of arts administration, performing arts venues, or entertainment ticketing operations.
• Strong customer service and relationship management skills.
• Experience managing customer records and databases.
• Excellent verbal, written, and interpersonal communication abilities.
• Strong organizational, problem-solving, and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to work independently and collaboratively.
• Experience training, guiding, or supervising staff and volunteers.
• Proficiency with digital tools, websites, and office software applications.
• Ability to interpret policies, procedures, and operational guidelines.
• Commitment to serving diverse audiences with professionalism and respect.

Work Environment

• Regular movement throughout event venues and office spaces.
• Work in environments with moderate noise levels and low-light conditions during performances and events.
• Evening and weekend work on a regular basis to support scheduled events and programs.

Physical Requirements

• Ability to lift, push, or pull materials weighing up to 30 pounds.
• Ability to stand for extended periods.
• Ability to navigate stairs and move throughout performance venues and event spaces.

Choose Duke.

At Duke, you'll join a world-renowned institution where creativity, innovation, and community thrive. You'll help create memorable arts experiences while working alongside talented professionals dedicated to excellence in event management, customer engagement, and cultural programming.

We offer opportunities for professional growth, meaningful collaboration, and the chance to make a lasting impact on students, artists, faculty, staff, and audiences from around the world.

Whether you're supporting a sold-out performance, welcoming first-time visitors, or improving operational processes behind the scenes, your work will help bring Duke's arts community to life.

Ready to Make a Difference?

Anticipated Pay Range: Duke University provides an annual base salary range for this position as USD $20.60 to USD $28.65. Duke University considers factors such as (but not limited to) scope and responsibilities of the position; candidate's work experience, education/training, and key skills; internal peer equity; as well as market and organizational considerations when extending an offer.

Your total compensation goes beyond the dollars on your paycheck. Duke provides comprehensive and competitive medical and dental care programs, generous retirement benefits, and a wide array of family-friendly and cultural programs to eligible team members. Learn more at: https://hr.duke.edu/benefits/

Equal Opportunity Employer: Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy- related conditions), sexual orientation, or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions:

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and reasonable accommodation(s) can be requested with Duke Access and Accommodations Services (email: [e-mail]; phone: [phone]).