Patron Services Representative - ACT of Connecticut

Job Title: Patron Services Representative

Status: Part Time, Non-Exempt, 20-30 hours per week

Reports To: General Manager

Anticipated Start: Immediate



ACT of Connecticut seeks a part time Patron Services Representative, with the possibility for future full-time work. This role is highly visible and interacts with patrons, sponsors, and staff. Essential functions include, but are not limited to, the following:



Responsibilities:

• Provide exceptional customer service to patrons. Reply to patron emails and phone calls in a timely manner daily.

• Directly responsible for handling all day-to-day ticket sales, including in-person and phone sales as well as day of show box office sales.

• Resolve any customer service issues that arise during performances and follow through to resolve any issues.

• Check and respond to subscription email.

• Execute outreach for group sales, sensory, and other special performance scenarios.

• Create and maintain events and season packages in Audience View. Assign seat pricing, discount codes, group sales codes, etc. Create patron rosters for every event and distribute to management. Develop other reports as needed.

• Create emails in the Audience View to remind patrons of upcoming performances as well as thank you emails to send after attendance.

• Reserve appropriate number of producer seats, creative team, VIP and press holds for every performance. Process complimentary tickets as needed. Coordinate seat holds weekly and discuss when seats can be released.

• Provide Patron Attendance lists each show.

• Address all customer concerns regarding ticket purchases including, but not limited to, refund and exchange requests, credit card charges, etc. Consistently uphold theatre polices regarding refund and exchanges.

• Test and distribute assisted listening devices.

• Responsible for overall patron experience during events. Maintain all public areas visited by patrons, including but not limited to, the grounds (theatre entrance, driveway and parking lot), lobby, hallway, public restrooms, house, etc. Uphold stringent quality standards regarding cleanliness of all areas immediately before opening the building.

• Scheduling/Training of Front of House Staff and Volunteer Ushers.

• Assist with Front of House work such as concessions, ushering, house management, etc.

• Coordinate concession inventory and set up. Reconcile cash box and produce reports after every performance. Maintain inventory of all items. Work with vendors to procure products for concession.

• Assist emergencies during performances.

• Assisting with marketing and community engagement.

• Communication with patrons before the performances and after the performances - pre-show / post-show emails

• Ensure lobby preparations are complete including sponsor boards and pre-show / post-show music.

• Coordinating and reservation of ticketing for education programs



Qualifications:

• Highly motivated self-starter, a hard worker with a high energy level; a “doer” with a willingness to work hands-on assisting patrons as well as staff; a true team player

• A strategic thinker and problem solver, ability to prioritize, identify critical issues and work towards results

• Possess high standards of integrity, professionalism and reliability

• Ability to maintain a high level of poise and professionalism in all circumstances

• Strong attention to detail and excellent customer service skills

• Advanced computer skills

• Certification or willingness to be certified in COVID Patron Safety

• Flexible availability for mornings, evenings and weekends

• Experience with Audience View/Ovation or other ticketing platforms preferred



Physical Requirements:

• Ability to access all areas of the facility, with prolonged standing, sitting, bending, stooping, kneeling, crouching, lifting, carrying materials weighing up to 25 lbs.



Hours:

• During non-production periods, 4-6 hour shifts

• During production, the schedule changes to include evening and weekend hours and days off will vary



Compensation:

• Hourly: $15/hour, 20-30 per week, some evening and weekends required.

• Pay Period: Weekly

• Timesheet Required



To Apply:

• Send an email with your cover letter, resume, and references to employment@actofct.org


Salary: $15/hour