Box Office Manager - Academy of Music Theatre - NORTHAMPTON

The Box Office Manager Is responsible for controlling all aspects of selling tickets for the Academy of Music Theatre, from initial contact with Academy Executive Director for Academy presentations and productions, and with renters after a contract is signed through post-show office reports after a show has closed. The Box Office Manager works closely with the Executive Director, Theater Manager, box office attendants, Director of Finance, and renters of the Academy to make sure show webpages are built according to Academy and renter standards, tickets are accurately sold, customer and renter concerns are addressed in a courteous and professional manner, and internal reports are completed in a timely manner for reconciliation.

The Box Office Manager is responsible for daily operation of computer software and online ticketing systems, answering phone calls and emails, observing proper box office policies and procedures, and following customer service best practices. 

This person must be able to respond to customer complaints and deal with any issues that arise at the ticket counter or via patron feedback. They must also be able to meet the needs of renters, including troubleshooting website or software problems, as they arise.

Work activities include:

• Undertaking the daily sales of tickets, managing held seats, arranging pre-sales, etc. and entering data as required
• Working directly with the ticketing agency to create new seating charts and fulfill other special requests as needed
• Providing periodic reports and customer lists to Academy renters
• Providing ticket reports for the Executive Director and Finance Committee
• Maintaining the box office cash drawer; reconciling end-of-shift revenue, preparing deposits, and maintaining records; and maintaining proper change for the cash drawer
• Managing and responding to patron complaints regarding any box office-related issues
• Undertaking any other responsibilities relating to ticketing services, as self-identified or requested

This is a full-year, salaried position with a regular weekly schedule and variable event schedule that averages 40-hours/week across the year.

Preferred Qualifications:

• 1 year of relevant experience working in a box office (or similar customer service) environment
• Basic knowledge of box office protocols and procedures
• Excellent customer and client service skills
• Working knowledge of online ticket sales platforms and credit card procedures
• Strong math and data skills

 Education:

• High School diploma or work experience in related field

Other Skills:

• Cash handling experience
• Strong computer and internet literacy
• Proofreading and editing
• Attention to detail
• Time management 

The successful applicant must be available to work during the Academy’s standard box office hours, Tuesday through Friday from 2:30-6:00pm, as well as taking on most event shifts (generally nights and weekends) in the box office.