Ticket Office Manager - Milwaukee, United States - Milwaukee Repertory Theater

Description

The Ticket Office Manager manages an active year-round Ticket Office with 5-8 part-time employees and 2 full-time employees. Position provides management and leadership to ensure smooth operation of daily Ticket Office activities and the highest level of personalized customer service. The ideal candidate will be an experienced and capable team leader (who is also a team player), who motivates staff to achieve the best results in a busy environment. Must be a forward thinking, innovative and ambitious person with a passion for sales. Buy in to a cross-sell, up-sell culture as well as bringing in additional revenue via donations and dinner sales is absolutely essential. Knowledge in Tessitura strongly preferred.

Major duties and responsibilities include:

• Hire, train, supervise/mentor Ticket Office staff ensuring that all team members are fully competent in ticketing/Tessitura processes, handling customer issues and explaining policies.
• Establish and communicate work schedule. Coordinate the schedules of TO team to ensure proper staffing and management presence at all times when the Ticket Office is open including Subscriber Lobby Tables, on-site and off-site venues.
• Manage annual personnel budget, including weekly tracking and payroll.
• Demonstrate excellent customer service skills, respond promptly to customer inquiries and requests.
• Work with Ticket Operations Director to implement strategies to meet revenue goals including training and messaging. Actively participate in working to meet revenue goals and maintain reports to monitor results.
• Reconcile any issues between ticket sales and the finance department including shortages or overages in cash drawers and daily deposits.
• Manage ticket inventory appropriately; practice and implement strategies around demand-based pricing and "dressing of the house" to ensure maximum revenue generation and audience perception.
• Set up events, packages, pricing and other ticketing related items in Tessitura as needed.
• Process monthly ticket donation requests.
• Process ticket voucher needs for advertising trade, sponsorship agreements, others as needed.
• Provide direct customer service and assistance on the phones (in-bound and out-bound) and at the window as needed.
• Run mail lists for snail mail and email for marketing campaigns as well as performance cancellation needs in Tessitura.
• Attend and participate in Marketing meetings as needed.
• Other duties as needed or assigned.

• Three to five years Ticket/Box Office experience
• Minimum of two years management experience strongly preferred
• A passion for delivering exceptional customer service.
• Proven ability to develop and maintain a work environment that delivers exceptional customer service with an entrepreneurial approach.
• Strong interpersonal skills including the ability to work independently and with varied personalities across organizations, as well as in team settings.
• Ability to multi-task daily, be organized, detail oriented, self-driven, forecast issues and handle last minute projects to meet deadlines.
• Proficiency in Tessitura highly desired.
• Ability to provide visible leadership and to establish a sense of pride and collaboration the Ticket Office team.
• Good sense of judgement and discretion in the face of challenging or sensitive situations.
• Proficiency with Microsoft Office, especially with regard to developing clear, accurate budgets in EXCEL.
• Ability to work collaboratively, proactively and professionally with other departments, vendors and partners.
• Good problem solving, strategic thinking and conflict resolution skills.

• A willingness to commit to the mission, vision, and values of the theater.
• Ability to work flexible and extended hours, including nights, weekends, and some holiday weeks, in addition to normal business hours. Being reachable during open hours when not on duty is required.
• A valid U.S Driver's License.
• Ability to pass a background check in accordance with state and/or federal laws.

• Communicate well with a diverse group of colleagues, and are able to accept and incorporate feedback
• Demonstrate an aptitude and eagerness to learn new skills and processes when necessary
• Solve problems and engage in creative thinking about challenges individually and in a group environment
• Have excellent interpersonal, teamwork, and diplomacy skills and ability to be self-directed and take initiative
• Demonstrates an understanding of historical and institutional racism in the American theatre and/or a willingness to commit to learning and to the mission, vision, and values of the theater in areas of Equity, Diversity, and Inclusion efforts both in the workplace and in our community.