Job Summary

To enable and facilitate the Ticket Office to function efficiently by means of a thorough understanding of the total office operation and its multi-systems. Ticket Sales Supervisors must have a thorough understanding of ticketing procedures as they relate to the performing arts; a working knowledge of the arts is therefore critical.

Duties & Responsibilities

Customer Service

• Sell tickets to Krannert Center events via mail, phone, e-mail, online ticketing, and over the counter, including multiple-performance series tickets, expertly completing each transaction.

• Provides patrons with the best customer service by keeping the patrons’ viewpoint always in mind.

• Maintains familiarity with all building activities and events.

• Is thoroughly familiar with all policies relating to ticket sales, including group sales and complimentary ticket policies.

• Serves as a public relations contact with individuals and organizations interested in Krannert Center, answering questions about upcoming events and assisting patrons in selecting performances.

• Handles efficiently and accurately the full spectrum of the requisite cash and credit processes.

• Reviews and verifies the daily balancing of sales transactions, identifying and correcting errors and accounting for disposition of cash and non-cash items received in sales transactions.

• Acts as a liaison to other departments in Krannert Center when needed.

Staff Management

• Serves as immediate assistant to the Ticket Services Director and Assistant Ticket Services Director.
• Shares supervision of the student staff.
• Solely responsible for the training of student staff with emphasis on customer service, problem prevention and solution, accessible seating and services, and event content, including pronunciation of performers, musical pieces, and terms.
• Ensures that student staff excel in knowledge of our ticketing systems, policies, software, general building and arts knowledge, and are welcoming and professional in their interactions with patrons.
• Can assume supervision of the overall Ticket Office operation when it is necessary and appropriate.

Data Management and Reporting

• Solely responsible for maintaining databases and creating mailing lists as needed for Krannert Center communications.
• Creates and runs various ticket sales reports.
• Manages digital pre- and post-show communication with patrons.

Other Duties

• Is responsible for other duties as they are assigned.

Minimum Qualifications

1. High school diploma or equivalent.

2. Any one or combination totaling three (3) years (36 months) from the categories below:

A. College coursework in business, accounting, or a closely related field, as measured by the following conversion table or its proportional equivalent

· 30 semester hours equals one (1) year (12 months)

· Associate’s Degree (60 semester hours) equals eighteen months (18 months)

· 90 semester hours equals two (2) years (24 months)

· Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)

B. Work experience in a ticket office or customer service experience comparable to the lower level of the series, which included cash handling, accepting or processing electronic payments, including requirements to reconcile sales, and purchases.

3. One (1) year (12 months) of supervisory experience.

Knowledge, Skills and Abilities

• Ability to quickly learn information pertaining to artists and productions to effectively train students and answer patron questions.
• Effective communication and interpersonal skills to facilitate positive interaction with patrons, co-workers, and producers.
• Ability to work effectively and respectfully in a highly collaborative team setting.
• Excellent mathematical and computational skills. Working knowledge of Microsoft Windows, Microsoft Office software and experience troubleshooting basic computer hardware, software, and networking problems.
• Ability to maintain self-control and cool-headed thinking under frequent and unpredictable stressful situations.
• Ability to carry out repetitive tasks with consistent accuracy.
• Skills in understanding ticketing procedures as they relate to the performing arts; a working knowledge of the arts is therefore critical.