Audience Services Supervisor

• Provide superb customer service to all patrons, whether in person, over the phone, or via email
• Manage and maintain the appearance of the box office and lobby with the department Director and House Managers
• Assist with public safety and emergency procedures as needed
• Communicate and collaboratively solve problems with front-of-house and production staff.  Promptly apply customer feedback to service improvement efforts.
• Demonstrate a thorough knowledge of ticketing system administration (AudienceView Professional): ticket purchases and exchange processes, payment options, editing shows/events, redeeming gift certificates, processing donation letters, processing/mailing ticket purchases, re-issuing old gift certificates, and pulling reports
• Ability to work unsupervised and delegate tasks to other Associates to meet patron expectations
• Demonstrate timely and consistent attendance
• Open and close the box office and theater as needed
• Inspect and troubleshoot equipment and supplies for the department
• Submit End of Day reports to the Finance Director as needed
• Assist the department Director with interviewing, training, and coaching new hires
• Coordinate with Development Director on attendance/seating for Marquee Nights (5-6 every season).
• Communicate with Usher coordinators for any changes to the performance schedule, added shows, etc.
• Schedule all Audience Services personnel, including Box Office Associates, House Managers, and Bartenders, with assistance from the department Director
• Serve as point of contact and backup for Box Office Associates, House Managers, and Bartenders in the absence of the department Director
• Complete opening and closing duties, including preparing deposits and transporting deposits to the bank
• Maintain inventory on third-party ticketing websites, lock seats for the mainstage productions, and process third-party payments upon arrival
• Assist school groups in unloading and loading buses before and after field trip performances
• Demonstrate PERFORM values of Metropolis and create an inclusive/accessible environment for all

• Minimum 2-4 years’ similar experience in customer service, performing arts administration, or team leadership
• Minimum high school diploma, some college courses preferred
• Good technology skills preferred, such as ticketing systems and Microsoft Office
• Friendly, approachable demeanor to invite feedback and solve conflicts

• Weekdays: typically 11:30 am-4:30 pm
• Regular shifts on Friday evenings, Saturday afternoons and/or evenings, and/or Sunday afternoons for performance shifts. Occasional Saturday mornings.
• Weekend and occasional holiday availability are required

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Founded in 1901, MRA is a nonprofit employer association that serves more than 4,000 employers, covering more than one million employees.

As one of the largest employer associations in the nation, MRA helps its member organizations thrive by offering the most comprehensive assortment of HR services, information, education, and resources to help build successful workplaces and a powerful workforce.

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