Associate Manager, Box Office

POSITION SUMMARY
The Associate Manager, Box Office will assist in the development, oversight, and leadership of a high-volume, fast-paced Box Office ticketing team and Call Center that emphasizes customer service and operates in a financially sound manner to meet the needs of the Dr. Phillips Center for the Performing Arts, its presenters, and guests.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
• Participate in the overall administrative planning, direction, and policy implementation within the department.
• Effectively lead call center operations providing oversight of call center staff, coaching and evaluating effectiveness of team. Makes recommendations for call center efficiencies and implements approved changes. Responsible for call center reporting (qualitative and quantitative). Provide daily/weekly/monthly summaries to leadership.
• Assist in the management and maintenance of ticketing system to include: program configurations, venues, series, and single events; verify series and single events for accuracy and quality assurance; prepare for and manage system upgrades; create, modify, add discounts/promos for performances; program Education classes for online enrollment; manage regular system maintenance/backup according to established guidelines; and test for PCI compliance.
• Administrate and manage various box office reports for internal and external use (i.e. daily progress reports, Tessitura Analytics, list builder). Assist in the management of ticket/seating inventory.
• Process ticket sales using cash and credit cards.
• Assist Box Office management team with settlement preparation by running reports and providing miscellaneous back-up.
• Implement new or existing ticket designs and print-at-home templates to suit evolving needs.
• Assist box offices other than the Dr. Phillips Center: Orlando Ballet, Opera Orlando, Orlando Philharmonic, and Broadway Across America.
• Setup and breakdown of box office areas on the night of a show or performance. Assist with Will Call and troubleshoot any ticketing issues to effectively resolve guest concerns. Respond promptly to customer inquiries.
• Assist Box Office managers with administrative responsibilities to include: recruiting, scheduling, payroll, budgets and purchasing. Interview, select. train, supervise, counsel, discipline and evaluate performance of team for the efficient operation of the department. Schedules and directs colleagues on their work assignments.
• Ability to read, understand and follow all budgetary guidelines.
• Responsible for ensuring compliance with all policies and procedures that relate to the department as well as local, state and federal laws and regulations.
• Follow and support all operational policies and procedures. Assimilate into the arts center culture through understanding, supporting and demonstrating the core values.
• Maintain a professional and friendly relationship with other departments, colleagues, and partners.
• Able to remain calm under pressure. Ability to work effectively with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy. Maintain Dr. Phillips Center standards of customer service at all times.
• Able to effectively communicate in English in both written and oral forms.
• Other duties as assigned.

KNOWLEDGE AND EXPERIENCE
• Bachelor’s degree in Performing Arts or related field preferred. Previous Box Office or front-of-house experience in a theater or event venue is required.
• At least two years’ experience working with computerized ticketing software (Tessitura preferred) and a minimum of one-year supervisory experience (to include training and coaching others).
• Experience handling cash and credit cards responsibly and accurately. Follow all PCI procedures to safeguard client data. Must be able to complete moderately complex mathematical calculations.
• Highly enthusiastic, positive-minded, customer focused, service and detail oriented. Strong organizational skills with the ability to multi-task to meet time-sensitive deadlines.
• Knowledgeable of Microsoft Suite (Word, Excel, Outlook and PowerPoint). Excellent verbal and written communication skills.

SPECIAL CONDITIONS OF EMPLOYMENT
• This position requires the ability to work a variable schedule, evenings, weekends, and holidays to meet operational needs.
• Must be able to provide own transportation to off-site work locations.


Dr. Phillips Center participates in an employment electronic eligibility verification program through E-Verify.