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Broward Center for the Performing Arts · 2 days ago

Box Office Manager

Fort Lauderdale, FL

Full-time

Onsite

Mid Level

3+ years exp

Broward Center for the Performing Arts is seeking a Box Office Manager to oversee daily Box Office operations and staff. The role involves managing ticketing services, ensuring customer satisfaction, and collaborating with various departments to enhance guest experiences.

Media and EntertainmentNon ProfitPerforming Arts

Growth Opportunities

Responsibilities

Assist the Senior Manager of Ticketing Services & Sales to oversee all aspects of the Box Office staff including recruiting, hiring, training, coaching, and performance management while working with Department Director and Human Resources to ensure staffing decisions and actions are consistent with organizational goals

Manage day-to-day operations of the Box Office including oversight of internal and external single ticket orders, service requests, scheduling, submitting, and approving of bi-weekly payroll, and compiling of reports for internal and external customers

Assist the Senior Manager of Ticketing Services & Sales to oversee box office settlement process to ensure timely and accurate reconciliation

Collaborate with the Customer Care Manager in the creation and upkeep of ticketing standard operating procedures, training documentation, and staff work streams for monitoring, response or forwarding of ticketing inquiries received from all points of contact in a timely manner

Collaborate with the Customer Care Manager to ensure that staff are accurately tracking and maintaining customer service standards in Customer Contact logs and ticketing/phone system memos to facilitate accurate statistical data collection

Manage Box Office guest experience during regular hours and events by supervising part time representatives in assisting guests with will-call, purchasing or exchanging single and subscription tickets when needed, and assisting in accessing digital tickets

Maintain cash in Box Office safe and inventory counts and ordering of supplies such as wrist bands, ticket stock, and location passes and assist direct supervisor to maintain ticketing equipment such as ticket printers, computers, and EMVs

Assist direct supervisor as secondary contact for Ticketmaster Client Center to address and resolve customer service issues

Work with direct supervisor and Ticketing System Specialists to manage inventory control processes including the placement and release of internal and external holds and reserved tickets, and allotment exchanges between PACA partners, Platinum teams, and artist third party ticketing companies to maximize gross potential

Maintain proper corporate etiquette to assist in answering all customer questions with accuracy and confidence and collaborate with internal departments and staff to facilitate positive guest experiences at all points of contact to help to address customer service issues, improve processes, and maximize revenue potential through customer retention

Maintain current knowledge of available technology and ticketing operations to assure competitive advantage in the industry

Listen and act on feedback from staff to enhance processes and customer service opportunities

Provide on-call and on-site support for Customer Care Center and Box Office event coverage as needed and assigned

Complete additional responsibilities as assigned

Qualification

Box Office OperationsTicketing SystemsCustomer ServiceCash HandlingStaff ManagementProfessional DemeanorProblem SolvingConflict ResolutionTeamworkCommunication

Required

Minimum of 3+ years experience and a proven track record in box office operations and sales

Able to maintain a physical presence at designated work location, maintain regular attendance, punctuality, and work a flexible schedule including nights, weekends, and holidays, when required

Able to communicate effectively in English, both in writing and verbally

Able to manage all aspects of the Box Office operations including developing and implementing quality assurance programs, training, checklists, and metrics

Able to travel to affiliated venues within Broward County and North Miami, as scheduled

Strong cash handling skills

Able to demonstrate sound judgment, integrity, and ethical behavior in all daily activities

Able to work well effectively and efficiently in a fast-paced environment, adapt to changes, work on multiple projects simultaneously, set priorities, and meet short deadlines with limited supervision

Exhibit appropriate, professional, and corporate demeanor, considerable tact, and courtesy when interacting with members of the public in a variety of situations

Strong at problem-solving, conflict resolution, and escalating issues in a timely fashion to maintain customer satisfaction internally and externally

Proficient at responding to customer inquiries from web contact forms, emails, and phone calls while maintaining customer contact documentation in accounts and data logs

Experience in and enthusiasm for hiring, training, scheduling, and managing staff

Knowledge of PACA's policies and procedures, especially regarding security

Preferred

Expert understanding of ticketing and relationship management systems; Ticketmaster, Archtics, Account Manager preferred

AA/AS Degree or Higher preferred or equivalent combination of training and experience

Company

Broward Center for the Performing Arts

The Broward Center for the Performing Arts overlooks the New River in downtown Fort Lauderdale, The Center brings Broadway musicals, operas, ballets, concerts, plays, multi-cultural performances, films, lectures and numerous community workshops and educational events to South Florida while also creating unique and successful collaborations with partners in the arts, community, government and business.

Founded in 1991

Fort Lauderdale, Florida, USA

51-200 employees