Job Description
THE JOHN GORE ORGANIZATION is the leading presenter, distributor, and marketer of Broadway theatre worldwide. Under the leadership of theater producer and owner John Gore, its family of companies includes Broadway Across America, Broadway.com, The Broadway Channel, BroadwayBox.com and Group Sales Box Office. Its productions span Broadway, Off Broadway, London’s West End, Japan and 48 North American markets. It has won Tonys in every producing category as well as numerous other Drama League, Drama Desk and Olivier awards. We are committed to developing an inclusive and supportive culture, where employees have equal opportunity for growth. $23.00 - $25.00/ hour FLSA Status: Non-Exempt Summary The full time Broadway Subscription Specialist position includes 24 cities with the Broadway Across America network and handles the day to day sales and service of the guests, develops ongoing relationships with our current customers and cultivates new relationships to grow the business, and is able to handle and work with different types of guests in a fast paced environment. This role is responsible for providing accurate, efficient and consistent “world-class” service to our guests ensuring a dynamic service experience whether it by phone, email, or chat. Every guest, every experience, every time. This position is also responsible for being on time to work, having a positive and supportive attitude, showing respect and consideration for your coworkers, and being an active listener. Duties And Responsibilities Answering phones Processing of tickets sales on multiple ticketing systems (Archtics and Tessitura); including but not limited to renewals / exchanges / reseats / refunds / cancellation / upgrades / reseats / single tickets Reading and responding to guests emails Proofing of materials/emails being sent to guests Reviewing website/data entry on website Printing, fulfilling and mailing of tickets Database entry and maintenance Participating in weekly Team meetings, seminars, and training events as scheduled Handling outbound calls which may consist of following up on unrenewed accounts, updating or informing guests of show/date changes, cancellations, payment plan declines, renewal deadlines, priority offers, survey calls about performances, follow up calls after problem resolution Participating in the ongoing development and organization of the Service Center and Organization as a whole Special projects as directed by Service Center Manager and/or Supervisor Competencies To perform the job successfully, an individual should demonstrate the following competencies: Cooperation Establishes and maintains effective relationships Active listener Patience Offers assistance and support to co-workers Works cooperatively in group situations Conflict resolution Adaptability Able to work around unexpected changes of circumstance or workload Modifies a planned course of action based on new circumstances Changes communication style to achieve the best results Team Orientation Fosters team cooperation Understands team roles and responsibilities Supports group problem solving Qualifications Aka KSAOs To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Basic computer skills Critical thinking Service orientation Reading comprehension Oral and written communication Time management Education and/or Experience High school diploma minimum Prior box office experience, preferred Prior experience with ticketing systems, preferred Communication Skills Ability to respond to common inquiries or complaints from customers, partners, or members of the industry Ability to write emails that conform to prescribed style and format Ability to effectively present information to customers, partners, or members of the industry Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job,