Box Office Systems Coordinator (Full-Time, Onsite)

Description

The Full-time Box Office Systems Coordinator (BOSC) plays a vital role in the overall success of the visitor experience at MASS MoCA, providing a foundation for our visitor’s experience in a welcoming, enthusiastic, and engaging way. The BOSC is a critical part of the Visitor Experience team, acting as both a front-facing customer service coordinator, as well as a product specialist who evaluates, implements and models best practices in the use of Tessitura, our CRM system.

The Box Office Systems Coordinator is required to fulfill all of the same duties as other Box Office Associates when scheduled in a front-facing position such as interacting with a diverse group of visitors, establishing connections to promote educational and performing arts programs, encouraging visitors to explore the North Adams community and the Berkshires at large; and imparting any other information that provides the best possible experience at the museum and in the our community. The  BOSC will assist the Manager by providing strong, positive, and effective leadership as well as oversight to the Box Office team in the completion of daily responsibilities and tasks. The BOSC will liaise with other museum departments, assist in the development and implementation of policies and procedures and, in the absence of the Box Office Manager, will take responsibility for addressing situations in a timely manner.

The Box Office Systems Coordinator further supports the institution by being a main point of contact for the successful utilization and growth of data-driven initiatives in the Box Office. This includes, but is not limited to, all aspects of ticketing for events, programs, and gallery admission, as well as optimizing data hygiene. The BOSC  researches and develops improved operating procedures and trains the Box Office Team on Tessitura functions including, but not limited to, maintaining constituent records, building and editing performances, pulling lists, searching orders and membership processing. The BOSC also creates or utilizes analytics for reporting used by management and various staff, as requested.

The BOSC regularly works 40 hours per week from Thursday through Monday, with overtime as needed. Work schedules often follow museum hours, and availability must include weekends, holidays, and evenings for performances and events, as well as festivals. 

Duties and Responsibilities:

• Utilizes advanced features of Tessitura, or a comparable ticketing and CRM system, to support daily box office operations, reporting, and data management.
• Provides high-quality customer service, remaining professional, personable, and engaging to all museum visitors. 
• Facilitates generation of lists, data extractions, custom reports and ad hoc queries for all departments, as requested. 
• Builds and edits performances in Tessitura for online, membership, walk-up sales, phone sales, and promo online sales. 
• Regularly evaluates and implements opportunities for process improvement and best practices for effective uses of Tessitura software and Box Office operations in coordination with Box Office Manager.
• Provides training to the Box Office team and support staff in the daily use of Tessitura. 
• Supports Marketing Staff in the administration of TN Express Web (TNEW) application and web customizations.
• Work with Tessitura Support staff and consultants to troubleshoot database issues and maintain and update customizations to the MASS MoCA environment.
• Assists the Box Office Manager in planning daily operations, editing materials and coordinating efforts and events in which the Box Office is involved.
• Performs administrative duties such as updating training manuals and procedures, as well as ordering wristbands, stickers, and other general office supplies as needed.
• Assists the Box Office Manager in approving time cards for payroll, adjusting daily staff schedules, and developing departmental policies and procedures as needed.
• Oversees the Box Office in the absence of the Manager, ensuring that all Box Office Associates are following policies and procedures necessary to provide an excellent guest experience.
• Makes decisions that require immediate action and/or attention when in the absence of the Box Office Manager. 
• Liaises with other departments to ensure the Box Office is well informed about events and activities happening at the museum.
• Responds courteously, professionally and in a timely manner to phone calls and emails from patrons and other departments in order to resolve guest/staff inquiries and complaints while supporting museum policies to ensure a positive guest experience.
• Facilitates all aspects of ticket sales, including cash handling, invoices, refunds, returns, and specialty tickets and maintains constituent r