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Patron Services Coordinator

   
Job Id: 
18-020
Start Date: 
Friday, January 12, 2018
End Date: 
Friday, February 9, 2018 - 5:00pm
Department: 
Performing Arts & Events Center
Salary: 
$4,550 - $5,763/month
Status: 
Open
Job Description: 

EMPLOYMENT STATUS:      Regular, Full-Time

SALARY RANGE:                $4,550 – $5,763/month

OPENS:                  January 12, 2018

CLOSES:                 February 9, 2018

 

BASIC FUNCTION: 

Under the general direction of the Performing Arts and Event Center Operations Manager, the Patron Services Coordinator is responsible for efficient and effective customer service to patrons of the Performing Arts & Event Center. The successful candidate manages part-time patron services staff providing leadership to ensure a high performance, customer service oriented work environment that supports the objectives and values of the Performing Arts & Event Center. The successful candidate will be responsible for working alongside development and marketing staff in the management and maintenance of patron services operations, functionality, accountability, and customer relations.

 

ESSENTIAL JOB FUNCTIONS: 

  • Establish procedures for box office ticketing system and event functions. Receive and process phone, mail, email, and window orders. Facilitate house seat processes and special ticketing needs of donors, city officials, and other VIPS as needed. Attend all performances and sell or supervise selling of tickets as needed.
  • Maintain accurate records of tickets sold by the box office orders and maintain ticket stock inventory. Serve as primary liaison with ticketing software vendor and ticket stock printing vendor.
  • In coordination with the Operations Manager, select, train supervise, and organize schedules and evaluate the work of assigned staff. Participate in selection of patron services staff, provide or coordinate staff training, and work with employees to achieve performance objectives.
  • Coordinate with the Operations Manager, Development Supervisor and Marketing Coordinator on ticket sales, marketing, special promotions, and outreach strategies including calendar listings, throughout the greater Puget Sound region.
  • Maintain theatre and event patron mailing list. Develop, promote, and facilitate subscription ticketing, group sales, and other marketing programs that involve ticket sales. Work with Marketing Coordinator to update website as required.
  • In coordination with the Operations Manager, participate in the preparation and administration of assigned budget. Forecast funds needed for staffing, equipment, materials and supplies. Monitor and approve expenditures and recommend budgetary adjustments to the Operations Manager as necessary.
  • Establish and implement security system for box office and event receipts, event and rental deposits and tickets. Monitor access to the Box Office for security purposes.
  • Prepare reviews and maintain written reports, including daily cash and final box office and rental event reports.
  • Coordinate with finance department on financial reporting requirements and needs. Verify, approve and report all cash, credit card, gift certificate, refund and exchange transactions. Prepare and record revenue transactions. Make and record daily deposits and prepare reconciliation reports; balance and verify for accuracy. Perform follow-up activities regarding returned checks or charges.
  • Prepare financial statements, invoices, purchase orders and similar fiscal documents as necessary. Maintain various files related to house stubs, audit stubs, and other related matters.
  • Assist Operations Manager in establishing ticket prices for performances and providing statistical data to use in decision making.
  • Respond with the highest level of professionalism to inquiries and complaints from the public.
  • Oversee “front of house” activities at all performances, including volunteer usher and docent program.
  • Perform other related duties as assigned.

 

KNOWLEDGE OF: 

  • Microsoft Word, Excel, Web and email; database software and ticketing software.
  • Effective verbal and written communications skills to articulate the mission, goals and programs of the Center to patrons, clients and donors.
  • Work in support of performing arts and events with passion and desire to ensure a high level of customer service for patrons’ services and front of house management.
  • Planning, development and control of budgets, public policy, data analysis, and financial record keeping.
  • Pertinent federal, state, and local laws, codes, rules, regulations, codes, and statues.
  • Office principles practices and procedures.
  • Public relations principles and practices and techniques use in public involvement processes.
  • Public Administration principles and practices.
  • Supervisory principles and practices.
  • Analytic and research methods and practices.

 

ABILITY TO: 

  • Supervise and perform box office and event activities and operations for the Federal Way Performing Arts & Event Center.
  • Recommend and implement objectives, policies, and procedures for providing ticket sales, event rental income and promotions.
  • Lead, organize, and motivate staff towards a common goal of outstanding customer service.
  • Utilize a computerized box office system and demonstrate proficiency with standard computer equipment and software.
  • Perform mathematical functions with speed and accuracy.
  • Work flexible hours, including evenings, and weekends.
  • Communicate clearly and concisely, both orally and in writing.
  • Demonstrate outstanding customer service skills, establishing and maintaining effective working relationships with city staff and those contacted in the course of work.
  • Demonstrate flexibility and good humor in exercise of duties.
  • Interpret and apply applicable federal, state and local regulations.
  • Demonstrate success and commitment as a team player, including the ability to engage in cooperative problem solving.
  • Demonstrate sensitivity to and understanding of the diverse population, socioeconomic, cultural, disability, and ethnic backgrounds of patrons, staff and community.
  • Demonstrate the ability to identify and troubleshoot customer service issues to provide the fastest and most positive resolution for the customer.
  • Successfully pass a background check.

 

EDUCATION AND EXPERIENCE: 

Two (2) years of full-time equivalent professional experience as an Assistant Box Office Manager, Box Office Manager, Supervisor, or Treasurer in a performing arts center, theatre, sports venue, or related enterprise, or the equivalent; experience with computerized ticketing system.

Equivalent to completion of an Associate’s degree (60 college units) from an accredited institution. Two (2) additional full-time equivalent years of qualifying experience may be considered in lieu of 30 units of the college coursework required.

 

LICENSES AND OTHER REQUIREMENTS: 

  • Valid Washington State driver’s license.
  • Current CPR and First Aid certificate or ability to obtain within six months of hire.

 

TO APPLY:  Please complete a required City of Federal Way application form and attach resume and cover letter.  Applications available at City Hall, 33325 8th Avenue South, Federal Way, online at www.cityoffederalway.com, or by calling 253-835-2530.

 

The City of Federal way is an equal opportunity employer committed to a diverse workplace. Applicants may request a copy of the City’s EEOP Utilization Report by contacting Human Resources at 253-835-2531. Any person requiring ADA accommodation should advise the City of the need. For telecommunications relay service for voice and text telephones call 7-1-1 or 1-800-833-6388/TTY or 1-800-833-6384/voice.