Ticketing Associate

Steppenwolf Theatre Company

Now celebrating its 50th Anniversary Season, Steppenwolf Theatre Company has been a cultural leader in Chicago and model for theatre companies in the United States and around the world. Formed by a collective of actors in 1976, the ensemble represents a remarkable cross-section of actors, directors, playwrights and stage managers. Steppenwolf’s artistic ambitions are made possible by its incredible workforce of individuals, who help create a culture of inclusivity, collaboration and accountability. To that end, we attempt to use an anti-oppressive and anti-racist lens in our roles and everyday decision-making. Join us in this ongoing process, as we navigate, together, our complex world.

Steppenwolf Theatre Company is seeking candidates to join its team of highly skilled Full-Time Ticketing Associates. Ticketing Associate maintains Steppenwolf's smooth and efficient customer service while assisting patrons with all ticket-related transactions using Tessitura CRM. All associates serve as a resource for questions about the Steppenwolf experience, assisting patrons by phone, email and in person; however, the full-time Associate also provides guidance, support and supervision to their colleagues when requested, assisting them in day-to-day box office tasks. Evening and weekend hours are required. A laptop and other necessary equipment will be provided. This is a hybrid work from home/in-person position. Hours for each will be determined by the scheduling Supervisor monthly.

Duties:

• Using Tessitura CRM, process ticket and membership transactions for patrons by phone, in person and via email: sell and exchange tickets; sell memberships; sell gift certificates; donate tickets and cash; process ticket value from cancelled shows; assemble membership cards, gift certificates and other ticket mailings
• Serve as a knowledgeable resource for patron questions by phone, email and in person: troubleshoot virtual content, maintain knowledge of parking, accessibility and neighborhood restaurant options, and recommend ticket and membership options to suit patrons' needs
• Prepare and work will-call shifts, packaging, distributing and re-printing tickets, assisting with line management and directing patrons around campus
• Take on some supervisory responsibilities when requested: project manage ticket processing and data entry projects (comp request documents etc.); serve as Lead Associate at an increased pay rate, answering Associate questions, performing minor technical troubleshooting, and serving as point of escalation for difficult interactions
• Other ticket processing, patron communication and database hygiene: assist Audience Services with other data entry, ticket and membership processing as requested, make occasional informational outbound calls to patrons
• Helping patrons with show-by-show upgrades 
• Data clean-up as necessary 

The successful candidate will be able to:

• Be patient and solve problems independently, maintaining a calm demeanor
• Multi-task while paying close attention to details
• Learn and retain policies and procedures
• Adapt quickly to changing procedures and new information

Required skills/experience:

• Customer service experience, preferably in a box office or other fast-paced setting
• Computer proficiency includes use of Microsoft Office, instant messaging and web browsers.
• Superior phone skills and confidence interfacing with the public
• Ability to multi-task and handle complex questions with confidence
• Experience with ticketing software preferred; Tessitura experience is ideal but not required

This position reports to the Associate Director of Audience Services and Audien