Box Office Specialist Level 1

Reports to: Box Office Manager

Compensation
: $16.37 per hour

Benefits: Non-Benefits Eligible

This position is represented by a collective bargaining agreement with IATSE Local 13.

The Box Office Specialist provides excellent customer service to all internal and external stakeholders of the Guthrie. This position supports and is trained in box office ticket sales processing. Box Office Specialists will be familiar with all front of house processes. All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence;
Diversity, Equity, Inclusion and Accessibility;
Community; and Fiscal Responsibility.

This position is part-time working up to 25 hours per week and non-exempt. Hours are reflective of the dynamic schedule of the theater. A minimum of 3 shifts per week is required, including weekends; shifts available include day and evening hours. The starting salary for a Level 1 employee (a new employee in training) is $16.37/hour. Minimum starting wage for Level 2 is $16.46/hour, and Level 3 is $16.72/hour.

The Guthrie is an Equal Opportunity Employer. We are committed to building an equitable environment that finds strength in diversity of identity, experience and perspective. We are dedicated to hiring and developing talented teams which are inclusive and welcoming to individuals with different backgrounds, thoughts, and abilities. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.

The Box Office Specialist has three levels with continued learning and growth opportunities. Each level builds from the previous level. In order to advance you must be proficient in the skills and knowledge required in each level and have a strong attendance and history of punctuality. As this position progresses to the next level there will be an increase in the hourly rate.

Level 1 training is approximately 15
-20 shifts.

1. Operations Support

Level 1 – Box Office Trainee

• Attend trainings and orientations.
• Participate in practice activities.
• Become familiar with Tessitura Ticketing system.
• Shadow trained staff.
• Learn Box Office policies and procedures.
• Assist in assembly of Box Office mailings.
• Pass all checklists questionnaires.

Level 2 – Box Office Specialist

• Work independently and within the team processing Box Office ticket sales in person or by phone.
• Follow all established procedures in Box Office operations with the ability to process all single ticket orders via phones, in person or email.
• Process gift certificates, special sales and assist in database maintenance.
• Keep up-to-date and monitor Box Office Staff SharePoint.
• Complete monthly refresher assignments.
• Assist in assembly of Box Office mailings.
• Complete other duties as assigned.

Level 3 – Season Ticket Specialist (may require interview)

• Work with the Season Ticket and Group Sales Manager.
• Is proficient in all Box Office Specialist Level 2 duties and continues tasks satisfactorily.
• Attend season ticket training.
• Participate in season ticket practice sessions/sheets.
• Process season ticket orders by mail, email or phone.
• Complete monthly refresher assignments.
• Assist Season Ticket and Group Sales manager as requested.
• Complete other duties as assigned.

2. Stakeholder Support

Level 1

• Become familiar with the Guthrie, theater houses, productions, special performances, offerings, and building highlights in order to share information with internal and external customers and guests accurately.

Levels 2 and 3

• Provide exceptional customer service, taking every possible step to ensure that customers have a positive experience.
• Use knowledge, skills, and judgment to assist customers, seeking help if something is unclear or requires additional input/assistance. Include supervisor as needed.
• Solve customer service inquiries or issues, in adherence with Guthrie ticketing policies, when issues arise before or during a performance while maintaining excellent customer service and composure.

3. Financial Support

Levels 1 - 3

• Follow established procedures for money-handling transactions.
• Maintain all security and credit card standards in processing of credit card sales.
• Proces…