Salary: Starting at $19/hour
Scheduled Hours: Varies, generally Tuesday-Saturday, 10am-5pm, and at events as scheduled.
Primary Location: ANCHORAGE, AK - Onsite Only due to staff oversight/management
Job Summary
The role of the Assistant Box Office Manager is to be the main supervisor between customer service agents and box office management. They directly supervise customer service agents during the day and event shifts and are readily available to assist staff.
Applicants that may not have all the experience outlined, but have a willingness to learn, are encouraged to apply.
Job Duties
Manage Box Office Operations
- Foster positive relations with event presenters, patrons, and the public
- Assist patrons in purchasing tickets and troubleshoot their needs via telephone and/or online chat.
- Implement and enforce ticketing policies and procedures
- Maintain events on computerized ticketing systems
- Resolve client and customer challenges
- Troubleshoot technical issues
Supervise Ticket Office Staff
- Train, supervise and support sales associates
- Oversee and guide sales associate staff through performance of daily duties and special projects
- Perform shift double checks and reconcile staff receipts at shift end
- Produce and distribute weekly box office staff schedule
Support Event Presenters
- Assist event presenters through ticketing process, including quality assurance
- Fulfill presenter ticketing requests
- Coordinate day of show ticketing and reporting needs
Other Duties
- Reconcile daily box office audits as needed
- Work a flexible schedule including nights and weekends
- Attend regular meetings
- Contribute to periodic ticket department meetings
- Special projects as assigned
Knowledge
De-Escalation Training - Knowledge and ability to train de-escalation tactics in regard to a patron interaction.
Customer Service - Knowledge of principles and processes for providing stellar customer service. This includes customer/client needs assessment, meeting quality standards for services, and evaluation of customer satisfaction - both internal and external.
Administration and Management - Knowledge of event operations, business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.
English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Basic Skills
- Coach Approach - Inspiring, motivating, developing and directing people as they work. Using active learning and listening techniques to communicate and engage with direct reports, colleagues and clients to seek effective results, while engaging individuals in the process.
- Critical Thinking and Complex Problem-Solving Skills - Using logic and reasoning to identify complex problems and the strengths and weaknesses of solutions, conclusions, or approaches to those problems. Being open to alternative ideas no matter from where or who they came.
- Record Keeping - Ability to keep excellent records of contracts, contacts, clients, vendors, and important documents pertaining to events inside and outside of our facility.
- Superior Writing Skills - Ability to demonstrate superior writing skills internally and externally.
- Learning and Mentoring Strategies- Consistently seeking knowledge and increasing one's own skills and experience, while selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
- Performance Monitoring - Consistent and effective assessment of performance for yourself, other individuals, or strategies, tactics, or systems to make improvements or take action to improve outcomes.
- Communication - Executing excellent written and verbal communication, appropriate for any given audience, including consistent communication on work progress and team projects with regular updates to staff and stakeholders on program development, and providing information for multiple ambassadors/partners working to advocate for ACPA and its programs and needs.
- Social Skills - Commitment to adjusting approach in relation to others' values or why' in the effort to better meet their needs and understand their behaviors when communicating or working together.
- Confidentiality - ability to handle confidential information appropriately.
Technical Skills
- Computer Skills - knowledge of and demonstrated use of various computer software, and willingness to learn and teach new systems.
- Financial and Time Management - Analyzing needs, resources, and performance to determine how resources will meet needs in most cost-effective manner.
- Data Analysis - Ability to analyze ticketing data, and present in a clear and accessible manner.
Work Context
Role Relationships - This position reports to the box office managers and/or Director of Ticketing.
Work Setting - Shared open office, call center environment with 3-5 other stations active at one time. Stand, sit, walk, and use stairs. Must be able to lift and/or move 10-15lbs. regularly, and occasionally up to 50lbs. Will occasionally act as an ACPA representative at scheduled events inside and outside of the venue. Due to the nature of this position, this is a strictly site-based position. This position is unable to support Work from Home flexibility. Reasonable accommodation will be explored to enable persons with disabilities to perform essential functions of the job.
Environmental Conditions - Office environment, frequent deadlines with simultaneous projects, and public facing event work.
Work Attire - Casual to Business Casual, appropriate to the work situation.
Tools and Technology
Tools
- Desktop/Laptop computers: Apple iOS and Microsoft
Equipment
- Electronic Payments Processing Systems
Cloud-based data access and sharing software.
- Dropbox
- Google Drive
- Microsoft SharePoint
Document management software
- Adobe Systems Adobe Acrobat
Electronic mail software
- Microsoft Exchange
- Microsoft Outlook
Office suite software
- Microsoft Suite (word, excel, outlook, teams, etc.)
Operating system software
Microsoft Windows and Apple IOS
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