Box Office Manager for Patron Experience
Dartmouth College
Hanover, NH
Full-time
Call Center / Customer Service
Posted on May 12, 2023
Position Details
Position Information
Posting date
03/30/2023
Closing date
Open Until Filled
Yes
Position Number
0673000
Position Title
Box Office Manager for Patron Experience
Department this Position Reports to
Hopkins Center
Hiring Range Minimum
$23.11/hr
Hiring Range Maximum
$28.89/hr
SEIU Level
Not an SEIU Position
FLSA Status
Non-Exempt
Employment Category
Regular Full Time
Scheduled Months per Year
12
Scheduled Hours per Week
40
Schedule
Night and weekend hours will be needed regularly to cover events
Location of Position
Hanover, NH
Hopkins Center, 4 East Wheelock St.
Remote Work Eligibility?
Onsite only
Is this a term position?
No
If yes, length of term in months.
Is this a grant funded position?
No
Position Purpose
Reporting to the Senior Box Office Manager, the Box Office Manager for Patron Experience takes a lead role in shaping and implementing ticketing selling operations and managing the team of ticket sellers, which includes training, scheduling and supervision of student staff. This role is responsible for creating a positive and professional team environment with attention on the patron experience, and working closely with students enabling them to grow in a complex, customer-facing field. The position is also responsible for shared box office daily operations.
As strongly as we believe in the power of the arts to transform lives, we at the Hop commit to working against the inequalities that exist within our arts community and in our larger community. We remain steadfast in our determination to continue to work together for the betterment of all by directing our efforts and privilege toward justice and equality.
Description
Required Qualifications - Education and Yrs Exp
Bachelors plus 1-2 year(s) of experience or equivalent combination of education and experience
Required Qualifications - Skills, Knowledge and Abilities
- Bachelor's degree
- 1+ years experience working in box office or visitor/customer service field.
- Experience with Tessitura or similar customer relationship management platform
- Ability and willingness to work evenings and weekends as part of a weekly schedule and for specific event needs.
- Experience providing warm, professional customer service and sales in a busy retail environment.
- Ability to exercise excellent judgment, balance competing responsibilities, and identify appropriate escalation measures.
- Commitment to working effectively as part of an equitable, anti-racist, anti-biased team and work environment. Related training is a plus.
- Excellent verbal communication skills to effectively work with a diverse group of constituencies.
- Strong sense of initiative and the ability to work both independently and as part of a team.
- Be informed about and compliant with ADA and PCI policies.
Preferred Qualifications
- Experience working in a box office or arts center
- Experience in the arts or creative sector
- Experience supervising students or associates
- Experience with database management
Department Contact for Recruitment Inquiries
Jan Sillery
Department Contact Phone Number
603-646-1417
Department Contact for Cover Letter and Title
Ellen Phillips, Senior Box Office Manager
Department Contact's Phone Number
Equal Opportunity Employer
Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of all underrepresented groups are encouraged.
Background Check
Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.
Is driving a vehicle (e.g. Dartmouth vehicle or off road vehicle, rental car, personal car) an essential function of this job?
Not an essential function
Special Instructions to Applicants
Dartmouth College has a Tobacco-Free Policy. Smoking and the use of tobacco-based products (including smokeless tobacco) are prohibited in all facilities, grounds, vehicles or other areas owned, operated or occupied by Dartmouth College with no exceptions. For details, please see our policy. https://policies.dartmouth.edu/policy/tobacco-free-policy
Additional Instructions
Quick Link
https://searchjobs.dartmouth.edu/postings/67704
Key Accountabilities
Description
Ticket Selling Coordination
This position takes the lead in implementing ticketing policies for phone and in-person box office transactions and establishing efficient and reliable ticket selling protocols. They hire, train, schedule, support and supervise the team of ticket sellers and student managers. They are chiefly responsible for ticket delivery protocols (printing, mobile delivery and Will Call) and work collaboratively with the Senior Box Office Manager and Front of House team to ensure smooth visitor experience in admission and tracking of attendance.
Percentage Of Time
30
Description
Ticketing Management
This position shares the responsibility in general Box Office management, like managing inventory, processing complex orders, administering community ticketing initiatives and responding to patron needs. In collaboration with Box Office and other Hop colleagues, they ensure smooth integration between Tessitura and related systems—College databases, payment gateways, ticket printers, scanners etc. They help with configuring events and database processes in Tessitura.
Percentage Of Time
30
Description
Ticket Selling & Box Office Operations
This position provides professional and exceptional customer service to patrons: community members, Hop Members, students, employees and partner organizations. Participates in the sale of tickets for approximately 300+ events annually across numerous venues. Responsibilities include selling tickets by phone and in-person, and conducting day-to-day operations. They serve as the supervising manager of the Box Office during assigned times, including shifts on nights and weekends.
Percentage Of Time
40
-
--
Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.
--
Performs other duties as assigned
Supplemental Questions
Required fields are indicated with an asterisk (*).
Required Documents
Position Information
Posting date
03/30/2023
Closing date
Open Until Filled
Yes
Position Number
0673000
Position Title
Box Office Manager for Patron Experience
Department this Position Reports to
Hopkins Center
Hiring Range Minimum
$23.11/hr
Hiring Range Maximum
$28.89/hr
SEIU Level
Not an SEIU Position
FLSA Status
Non-Exempt
Employment Category
Regular Full Time
Scheduled Months per Year
12
Scheduled Hours per Week
40
Schedule
Night and weekend hours will be needed regularly to cover events
Location of Position
Hanover, NH
Hopkins Center, 4 East Wheelock St.
Remote Work Eligibility?
Onsite only
Is this a term position?
No
If yes, length of term in months.
Is this a grant funded position?
No
Position Purpose
Reporting to the Senior Box Office Manager, the Box Office Manager for Patron Experience takes a lead role in shaping and implementing ticketing selling operations and managing the team of ticket sellers, which includes training, scheduling and supervision of student staff. This role is responsible for creating a positive and professional team environment with attention on the patron experience, and working closely with students enabling them to grow in a complex, customer-facing field. The position is also responsible for shared box office daily operations.
As strongly as we believe in the power of the arts to transform lives, we at the Hop commit to working against the inequalities that exist within our arts community and in our larger community. We remain steadfast in our determination to continue to work together for the betterment of all by directing our efforts and privilege toward justice and equality.
Description
Required Qualifications - Education and Yrs Exp
Bachelors plus 1-2 year(s) of experience or equivalent combination of education and experience
Required Qualifications - Skills, Knowledge and Abilities
- Bachelor's degree
- 1+ years experience working in box office or visitor/customer service field.
- Experience with Tessitura or similar customer relationship management platform
- Ability and willingness to work evenings and weekends as part of a weekly schedule and for specific event needs.
- Experience providing warm, professional customer service and sales in a busy retail environment.
- Ability to exercise excellent judgment, balance competing responsibilities, and identify appropriate escalation measures.
- Commitment to working effectively as part of an equitable, anti-racist, anti-biased team and work environment. Related training is a plus.
- Excellent verbal communication skills to effectively work with a diverse group of constituencies.
- Strong sense of initiative and the ability to work both independently and as part of a team.
- Be informed about and compliant with ADA and PCI policies.
Preferred Qualifications
- Experience working in a box office or arts center
- Experience in the arts or creative sector
- Experience supervising students or associates
- Experience with database management
Department Contact for Recruitment Inquiries
Jan Sillery
Department Contact Phone Number
603-646-1417
Department Contact for Cover Letter and Title
Ellen Phillips, Senior Box Office Manager
Department Contact's Phone Number
Equal Opportunity Employer
Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of all underrepresented groups are encouraged.
Background Check
Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.
Is driving a vehicle (e.g. Dartmouth vehicle or off road vehicle, rental car, personal car) an essential function of this job?
Not an essential function
Special Instructions to Applicants
Dartmouth College has a Tobacco-Free Policy. Smoking and the use of tobacco-based products (including smokeless tobacco) are prohibited in all facilities, grounds, vehicles or other areas owned, operated or occupied by Dartmouth College with no exceptions. For details, please see our policy. https://policies.dartmouth.edu/policy/tobacco-free-policy
Additional Instructions
Quick Link
https://searchjobs.dartmouth.edu/postings/67704
Key Accountabilities
Description
Ticket Selling Coordination
This position takes the lead in implementing ticketing policies for phone and in-person box office transactions and establishing efficient and reliable ticket selling protocols. They hire, train, schedule, support and supervise the team of ticket sellers and student managers. They are chiefly responsible for ticket delivery protocols (printing, mobile delivery and Will Call) and work collaboratively with the Senior Box Office Manager and Front of House team to ensure smooth visitor experience in admission and tracking of attendance.
Percentage Of Time
30
Description
Ticketing Management
This position shares the responsibility in general Box Office management, like managing inventory, processing complex orders, administering community ticketing initiatives and responding to patron needs. In collaboration with Box Office and other Hop colleagues, they ensure smooth integration between Tessitura and related systems—College databases, payment gateways, ticket printers, scanners etc. They help with configuring events and database processes in Tessitura.
Percentage Of Time
30
Description
Ticket Selling & Box Office Operations
This position provides professional and exceptional customer service to patrons: community members, Hop Members, students, employees and partner organizations. Participates in the sale of tickets for approximately 300+ events annually across numerous venues. Responsibilities include selling tickets by phone and in-person, and conducting day-to-day operations. They serve as the supervising manager of the Box Office during assigned times, including shifts on nights and weekends.
Percentage Of Time
40
-
--
Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.
--
Performs other duties as assigned
Supplemental Questions
Required fields are indicated with an asterisk (*).
- * How did you hear about this employment opportunity?
- Talent Acquisition Consultant
- AbilityJOBS
- American Library Association
- CareerBuilder
- Chronicle of Higher Education
- Chronicle of Philanthropy
- Dartmouth College Employment Website
- Glassdoor
- Internal Employee Referral (Please specify full name below)
- HERC
- Higher Ed Jobs
- Indeed
- Inside Higher Ed Jobs
- National Black MBA Association
- Recruit Military
- Prospanica
- Valley News
- Handshake
- Other (Please specify below)
- If you answered, "Internal Employee Referral" or "Other" to the above question, please specify here:
(Open Ended Question)
Required Documents
- Resume
- Cover Letter
- Curriculum Vitae
- Additional Document #1
- Additional Document #2