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Patron Services Representative I & II

Job Id: 
Start Date: 
Friday, May 12, 2017
Performing Arts & Events Center
$11.00 - $18.00/hour*
Job Description: 

EMPLOYMENT STATUS:      Temporary, Part-Time

SALARY RANGE:                $11.00 - $18.00/hour*

OPENS:                 May 12, 2017

CLOSES:                 Until Filled


*Salary Range for Patron Services Representative I is $11.00 - $15.00/hour. Salary Range for Patron Services Representative II is $14.00 - $18.00/hour

NOTE: This is a temporary, part-time position with no benefits. Hours may vary depending on facility usage. Shifts may include day, evening, weekend and holiday hours.



Under the direction of the Patron Services Coordinator, help operate and maintain ticket operations, including subscription sales, single event sales, and online ticketing; oversee and coordinate daily box office operations; perform a variety of cashiering duties; and address patron services issues. Patron Services Representative II may also supervise temporary/part-time front of house staff and cashiers. The Patron Services Representative will play a pivotal role in maintaining the highest of patron service standards for the Performing Arts and Event Center (PAEC).



  • Reconcile Box Office and event reports; maintain various financial records, files and ledgers; make daily deposit of monies received; prepare final sales reports for all performances under the direction of the Patrons Services Coordinator.
  • Collect payments for arts education and process registrations for event programs.
  • Organize, print and issue all “Will Call” ticket orders.
  • Provide accurate information concerning Performing Arts an Event Center productions and facilities to patrons as needed.
  • Maintain mailing list, customer account information files, sales data and other information.
  • Provide seating, pricing, concert, and general information about all Performing Arts and Event Center events to subscribers, single ticket buyers, and inquiring patron who call or walk in to the Ticket Office.
  • Handle and process all mail-in, faxed or walk-in exchanges for season subscriptions.
  • Determine the number of volunteer ushers required and the duration of their service to support each performance or event.
  • Respond to customer complaints, concerns or credit card disputes over the phone, by mail, or in person.
  • Prepare, print, pack and mail all tickets for subscribers and single ticket buyers.
  • Effectively address challenging customer situations.
  • Assist at special events, as assigned, in a service and/or sales function.
  • Assist staff and management by providing additional support or resources.
  • Provide excellent customer service to clients, customers, and the community.
  • Assist in resolving customer inquiries.
  • Perform related duties as assigned.



  • Ability to work as a team player.
  • Strong computer skills; knowledge of AudienceView ticketing software preferred.
  • Experience in cash handling.
  • Ability to communicate effectively with a focus on delivering exceptional customer service.
  • Ability to perform in a fast-paced environment.
  • Ability to make effective decisions to address patrons’ concerns.
  • Must be available to work a variety of shifts including days, evenings, weekends, and holidays.
  • Punctuality and reliability.



High School diploma or equivalent, including or supplemented by customer service training or experience in box office operations, Computerized ticketing experience preferred, specifically with AudienceView.


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. Successful candidates for this position will be subject to a background check pursuant to RCW 43.43.832.


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.