Lead Patron Services Representative

DEPARTMENT:
Marketing and Communications

REPORTS TO:

Associate Director of Ticketing Services

LOCATION:

La Jolla, CA on the beautiful UC San Diego Campus

STATUS:
Full-time, non exempt (hourly); full benefits

COMPENSATION: $22.00/hour

SCHEDULE:

40 hours/week; shifts between 10:00am-8:30pm, Tuesday-Sunday

MATERIALS

REQUIRED:

Cover letter and resume

As the Lead Patron Services Representative, you are the welcoming face and voice of La Jolla Playhouse. You ensure patrons have an exceptional experience - whether they’re purchasing tickets, asking questions, or attending performances. In this role, you serve as a knowledgeable resource for the Patron Services team, help train newer staff, and support the organization through accurate, attentive ticketing and customer care.

You’ll also develop deeper expertise in Tessitura and gain hands on experience supporting the box office’s daily operations.

• Daily Box Office Operations:
  • Open and close the box office; reconcile daily sales and prepare reports.
  • Sell and process single tickets, subscriptions, exchanges, reprints, donations, gift certificates, and miscellaneous transactions.
  • Provide accurate, friendly information about shows, pricing, seating, promotions, and policies.
  • Coordinate will call distribution, walk up sales, and ticket mailing or pickup.
  • Make outbound customer service and renewal calls as part of subscription campaigns.
  • Maintain accurate patron and subscriber records and assist with balance collection as needed.
  • Process subscription, group, and staff ticket orders.
• Team Leadership and Training:
  • Model high standards of customer service and box office professionalism.
  • Help train Patron Services Representatives in Tessitura and general office procedures.
  • Ensure the team stays informed about events, pricing, promotions, and procedures.
• Customer Experience and Issue Resolution:
  • Resolve routine customer concerns using sound judgment and positive communication.
  • Promote a welcoming, solutions oriented experience for all patrons.
• Tessitura and Administrative Support:
  • Assist with Tessitura system setup, including seat zoning, holds, price types, promo codes, and reporting.
  • Attend Tessitura training sessions as required.
  • Maintain office supply inventory and provide general administrative support.
• Special Events and Additional Duties:
  • Support Opening Night check in and ticketing as needed.
  • Provide backup to the Group Sales Specialist for group transactions and record keeping.
  • Perform additional duties as assigned.

• Two or more years of box office, customer service, or sales experience, or equivalent combination of experience and education.
• Strong customer service skills and a positive, team focused demeanor.
• Excellent verbal and written communication skills.
• Familiarity with ticketing systems (Tessitura preferred).
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Ability to use a multiline phone system.
• Ability to manage multiple tasks, prioritize effectively, and maintain accuracy.
• Organizational skills, attention to detail, and sound judgment in fast paced environments.
• Commitment to uphold and meaningfully engage with the mission and values of La Jolla Playhouse.
• Availability to work evenings, weekends, and holidays.
• Supervisory experience a plus.

This role operates in a shared, customer facing box office environment that requires frequent verbal communication, focus amid background noise, and comfort using computers, phones, and ticketing systems. Work pace varies based on performance schedules and on sale activity.

• Mostly seated work at a computer workstation with occasional standing and moving about between three box offices and the call center.
• Frequent keyboard and phone use.
• Frequent talking and listening.
• Frequent reaching and handling of printed materials.
• Ability to maintain focus on screen based work for extended periods.

• Health and life insurance
• 403(b) retirement plan
• Paid time off (vacation, sick, holiday, and more!)
• Complimentary tickets to Playhouse performances
• A mission driven, creative, collaborative team supporting world class theatre