The Box Office Supervisor’s primary responsibility is to ensure efficient day-to-day operations of Chicago Shakespeare Theater’s ticket sales office. For assigned shifts, this position supervises a team of part-time Box Office Associates that handles inbound sales, ticket exchanges, occasional refunds, and responses to frequently asked questions. A world class organization both on and off stage, Chicago Shakespeare’s reputation for outstanding customer service is realized largely through the Box Office team’s daily interactions with our valued patron base. The Box Office Supervisor models superlative customer service—setting the tone for Box Office Associates to follow—and communicates openly with Marketing and General Management regarding operations.
Reports To: Marketing Manager, Ticket Services
Manages: Box Office Associates
- Quickly establish and maintain a thorough understanding of how the theater utilizes Tessitura to sell tickets, subscriptions, gift certificates, donations, and track customer contact information and comments.
- Serve as resident expert for all patron inquiries, in addition to regularly updating a FAQ sheet for the Box Office team.
Work collaboratively with the Marketing Manager, Ticket Services to create a motivated, professional staff of Box Office Associates, providing excellent customer service and being mindful of sales goals.
- Actively participate in keeping the physical office tidy, clean, and stocked with supplies and marketing materials.
- For assigned shifts:
- Open and close physical ticket office and phone system.
- Supervise Box Office Associates transacting inbound ticket sales, exchanges, and refunds; both by phone and in person. Assist in troubleshooting as needed.
Ensure accurate group sales both contractually and within the ticketing database
Ensure accurate booking of third party tickets
- Minimize incoming call wait time by monitoring phone queue.
- Monitor team’s interactions with patrons to identify problems with procedures, and ensure they are fixed in a timely manner.
- Report personnel, procedural, and training issues to management.
- Run will-call for performances.
- Fulfill internal ticketing requests as needed.
- Serve as Box Office contact in the event of an emergency situation.
- Expertise with ticketing software, preferably Tessitura
- People management
- Ability to assess a situation, identify solutions for issues, and provide positive solutions
- Excellent communications skills, both verbal and written
- Attention to detail and strong organizational skills
- Proficiency with Microsoft Office Suite and Windows
- Familiarity with season ticket packages
Other duties may be assigned. Job descriptions may evolve to meet the changing needs of the company.
To be considered for this position, please submit your resume and a brief cover letter describing your interest, experience, and how you heard about this position to firstname.lastname@example.org. Candidates of interest will be contacted by a representative of the Theater; no phone calls, please. Chicago Shakespeare is committed to building diversity and inclusion onstage and throughout the organization. We especially encourage individuals from underrepresented groups to apply.