• Job Description

  Req#: 76190

  Job Details

  Job Location: Corporate Office - Dallas, TX

  Salary Range: $19.25

  Description

  The AT&T Performing Arts Center commits to serving as a place of inclusion, diversity, and equity for our staff, artists, community and beyond. We commit to listening to each other, learning from each other, and taking a stand for what we know is right, so that all people feel valued, respected, and safe.

  The Center is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors. Members of underrepresented groups are strongly encouraged to apply.

  The Center is seeking an energetic and highly motivated individual for the position of Ticket & Box Office Supervisor. The person in this role will not only supervise staff and operations in the inbound ticket services center and at box office venues, but also assist and train staff, sell tickets, provide customer service and resolve ticketing issues. This position will play a key role in providing superior customer service and will serve as the first point of contact for staff, escalations and problem resolution.

  This is a key role and will be part of a three person supervisory team, reporting directly to the Ticket & Box Office Manager. The work location is dependent on the performance location, generally on the AT&T PAC campus, both indoor and outdoor, or off-site at theatres, churches, parks or other venues generally within the City of Dallas. The ticket services center, located at the Plaza of the Americas building, is the primary work location when not supervising a box office. This position is not a remote work position.

  This is a broad and diverse role operating in a fast-paced environment, supervising the day-to-day operations in order to maximize sales while providing excellent customer service to our patrons and donors. Ticket Services receives 20,000+ inbound calls annually and sells over 120,000 tickets a year.

  This position is a non-exempt role that will supervise one full time agent and four+ part time agents. This position will not have a set schedule. Shifts and days worked per week will vary, including evenings, weekends and holidays. The schedule is dependent upon our performance calendar, business needs and will require flexibility to work overtime as circumstances, and events dictate.

  This position requires a self-starter who is a detail-oriented, highly organized team player with excellent interpersonal skills that works well with AT&T Performing Arts Center staff and with end users of the facilities. Essential skills include the ability to thrive in a fast-paced, ever-changing environment while maintaining a high level of professionalism. A positive attitude towards position and the Center’s Core Values is imperative.

  Position Responsibilities (include but are not limited to):

  • Supervise the ticket services center and regularly take inbound calls; including subscription, single and group sales. Place outbound sales and customer service calls.
  • Serve as the first level of ticketing support for staff and escalations on behalf of the Center or clients.
  • Supervise and track customer service responses and timeliness to inbound calls, email and voicemail.
  • Use call center software (AT&T Office@Hand) to monitor department productivity and inbound phone call volume. Adjust call routing and agent skills; record and update phone greetings.
  • Under management direction, delegate work to staff and follow-up on project/work completion (e.g., ticket printing, ticket fulfillment, subscription renewal/sales processing, seating, customer service, outbound calls for sales, postponed, rescheduled, and canceled performances).
  • W0rk as part of a team to make decisions about performances, supervising the staff on duty, opening and closing down operations and ensuring the ticket services center and box offices operate effectively.
  • Supervise venue box offices; including set-up/preparation, ticket fulfillment, sales, customer service, software troubleshooting, collaboration with Front of House and settlement.
  • Provide Center staff, clients, presenters and tour managers with sales updates and reports; resolve discrepancies.
  • Supervise merchandise sales as needed; set up credit card readers, manage inventory, and reconcile.
  • Create, communicate and supervise departmental breaks and lunches. Monitor agent attendance, scheduling and timekeeping using Paycom.
  • Assist Ticket & Box Office Manager with auditing ticketing set-up and maintenance audits with regard to pricing, fees, offers, promotion codes, holds, GL codes, facility, fiscal year, titles, dates, time capacity and scaling.
  • Assist in the development, editing and proofreading of training and resource materials, copy and phone scripts. Deliver agent training within the department and cross-departmentally.
  • Audit agent transactions and assess the quality of customer service. Work with agents to address issues and provide further training.
  • Perform other duties or Center projects as assigned or required

  Qualifications

  
  

  Education and Experience:

  • Associate’s degree preferred
  • 2+years of Tessitura (CRM) experience preferred
  • 3+ years of experience in ticketing/box office/call center/retail; arts preferred
  • 3+ years in a customer service and/or sales required
  • Superior customer service and sales skills
  • Supervisory experience required

  Knowledge, Skills and Abilities:

  • Passion for the arts and knowledge of theater practices and protocols
  • Strong organizational skills, mathematical acumen and attention to detail
  • Ability to confidently and accurately manage cash/reconciliation at time of settlement
  • Ability to quickly assess, identify and resolve issues that are often urgent and time sensitive, including difficult customer service issues with confidence, poise and professionalism
  • Strong interpersonal skills and the ability to supervise a team with varied personalities

  AT&T Performing Arts Center is an equal opportunity employer and is committed to the belief that each individual is entitled to equal employment opportunity.

  ABOUT THE AT&T PERFORMING ARTS CENTER

  The AT&T Performing Arts Center is a nonprofit foundation that operates and programs a 10-acre campus comprised of three premier performance venues and a park in downtown Dallas. Audiences enjoy the best and most recent from Broadway; the finest dance companies from across the globe co-presented with TITAS Presents; and top concerts, performers and cutting-edge speakers. Thousands of students explore and more deeply experience the arts through the Center’s education program, Open Stages. The Center also offers free programming for audiences from every part of the community.

  Our Guiding Principles

  Our Purpose- Shape the stage for life to thrive in Dallas

  Our Vision -To be a catalyst for imaginative excellence that enables economic and artistic growth for Dallas

  Our Mission- We are a vibrant cultural hub that provides, operates, and activates, exceptional spaces for artists, artistic organizations, and our community

  Our Commitments

  • We operate responsibly:Serve as dutiful stewards for our campus and sustainably fulfill our mission
  • We value artists:Bring innovative, relevant and distinctive performances to our spaces and ensure the success of our Resident Companies and partners
  • We care for our communities:Be a leader in arts advocacy; listen to, empower, and uplift our artists, artistic organizations, and communities
  • We deliver quality:Ensure every aspect of the customer experience is enriching, impactful, and memorable
  • We inspire the next generation:Cultivate the future of the arts through impactful arts education and community engagement programs
  • We are inclusive:Welcome and celebrate the histories, identities, and experience of our audiences
  • We energize the city:Strengthen the vibrancy of the Dallas Arts District and make Dallas a better place

  At the core of the Center's culture are the values that shape the actions of its people. We are deeply committed to cultivating an atmosphere of inclusion, diversity, and equity, extending our dedication to our staff, artists, community, and beyond. Our foremost commitment is to listen to each other, learn from each other, and take a stand for what we know is right. By doing so, we strive to ensure that every individual feels valued, respected, and secure within our organization.

  TheCenter’s Core Valuesare to passionately pursue our mission by being:

  • Achievement Focused-Committed to the advancement and cultivation of the performing arts in Dallas
  • Community Minded-Actively fostering and participating in meaningful community interactions
  • Customer Service Driven-Dedicated to the service of internal and external constituents so that all want to return
  • Flexible-Willing to change to achieve results

• About the company

  See the best of Broadway, theatre, dance, speakers and more in the Winspear Opera House, Wyly Theatre, Strauss Square and Sammons Park.

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