Box Office And Audience Services Manager

Job Description
DUTIES AND RESPONSIBILITIES
Oversee the day-to-day operations of the Box Office staff
Open the Box Office daily during the regular Monday-Friday workweek by providing part-time staff their daily assignments, directing responses to phone messages and pulling any needed reports
Oversee Box Office staff during New World Symphony and rental performances as assigned;
coordinate with front of house and other staff as needed
Prepare appropriate sales reports and cash deposits, reconcile any open issues and communicate any challenges to Senior Director of Audience and Ticket Services
Manage influx of ticket sales on the New World Symphony website, print tickets for Will Call or mail and resolve any customer service issues on the web
Provide impeccable customer service to patrons and members of the public by exhibiting a positive attitude,listening, demonstrating flexibility and resolving problems creatively and effectively
Assist Box Office Associates with difficult customer issues, ensuring the highest possible customer service standards are maintained
Complete all cash and credit card transactions with attention to detail, discretion and security and maintain confidentiality of any sensitive information
Work closely with Marketing &
Audience Engagement andDevelopment teams in providing special service to donors, board members and first year subscribers
Manage seating inventory by applying and releasing seat holds and making pricing, date and ticket text changes as needed
Train newly hired Box Office Associates
Prepare detailed weekly Box Office Data Reports for key stakeholders
Create, proof and execute email campaigns for ticket sales, Development, select rental events and other campaigns as needed;
assist in gathering necessary information and images for email campaigns from appropriate sources;
obtain cross-departmental approvals as needed for final emails prior to release;
work with Box Office leadership to create and utilize patron lists in Tessitura as needed for email campaigns
Oversee and manage New World Symphony’s newly expanded group sales efforts, including outreach to local group leaders;
make presentations to groups about the program and complete all follow-up as necessary;
manage bus reservationsand NWS space reservations as needed for group events as well as seat assignments, payment processing and delivery of tickets to group leader
Perform other job-related duties as assigned