Patron Services Lead — Box Office & Experience

La Jolla Playhouse; San Diego (CA); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, vision, life and long

403(b) retirement plan with employer 1

Paid time off

Complimentary Playhouse tickets

Job summary

La Jolla Playhouse is seeking a Lead Patron Services Representative to be the welcoming face and voice of the box office on the UCSD campus. You’ll ensure exceptional patron experiences, manage ticketing operations, and develop expertise in Tessitura while supporting daily office activities.

You will train new staff, handle subscriptions and ticket orders, and maintain accurate patron records. This full‑time, hourly role requires weekend/evening availability and a strong customer service mindset.

Qualifications

• Two or more years of box office, customer service, or sales experience.
• Strong customer service skills and a positive, team-focused demeanor.
• Excellent verbal and written communication skills.
• Familiarity with ticketing systems (Tessitura preferred).
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Ability to use a multi‑line phone system.
• Ability to manage multiple tasks, prioritize effectively, and maintain accuracy.
• Organizational skills, attention to detail, and sound judgment in fast‑paced environments.
• Commitment to uphold and meaningfully engage with the mission and values of La Jolla Playhouse.
• Availability to work evenings, weekends, and holidays.
• Supervisory experience a plus.

Responsibilities

• Open and close the box office; reconcile daily sales and prepare reports.
• Sell and process single tickets, subscriptions, exchanges, reprints, donations, gift certificates, and miscellaneous transactions.
• Provide accurate, friendly information about shows, pricing, seating, promotions, and policies.
• Coordinate will‑call distribution, walk‑up sales, and ticket mailing or pickup.
• Make outbound customer service and renewal calls as part of subscription campaigns.
• Maintain accurate patron and subscriber records and assist with balance collection as needed.
• Process subscription, group, and staff ticket orders.
• Model high standards of customer service and box office professionalism.
• Help train Patron Services Representatives in Tessitura and general office procedures.
• Ensure the team stays informed about events, pricing, promotions, and procedures.
• Resolve routine customer concerns using sound judgment and positive communication.
• Promote a welcoming, solutions‑oriented experience for all patrons.
• Assist Tessitura system setup, including seat zoning, holds, price types, promo codes, and reporting.
• Attend Tessitura training sessions as required.
• Maintain office supply inventory and provide general administrative support.
• Assist in the creation and maintenance of Formstacks.
• Oversee the distribution of charity vouchers.
• Support Opening Night check‑in and ticketing as needed.
• Provide backup to the Group Sales Specialist for group transactions and record‑keeping.
• Perform additional duties as assigned.

Skills

Box office experience

Customer service

Sales experience

Strong communication

Tessitura

MS Office

Multi-line phone system

Organization

Attention to detail

Mission alignment

Evenings/weekends/holidays

Supervisory experience

Tools

Tessitura

Job description

La Jolla Playhouse is seeking a Lead Patron Services Representative to be the welcoming face and voice of the box office on the UCSD campus. You’ll ensure exceptional patron experiences, manage ticketing operations, and develop expertise in Tessitura while supporting daily office activities.

You will train new staff, handle subscriptions and ticket orders, and maintain accurate patron records. This full‑time, hourly role requires weekend/evening availability and a strong customer service mindset.