Ticket Services Representative

Job Description

Under the leadership of Artistic Director, Diane Paulus, the American Repertory Theater (A.R.T.) is poised to extend its Box Office services to support the vision of the Artistic Director and our productions, while enhancing the cultural climate of the community, and creating a model for American theaters. With this new visibility and energy, the Ticket Services Representative will join a Patron System/Ticket Services Department that is designed to respond the highest level of customer satisfaction.

Reporting to the Ticket Services Manager, the Ticket Services Representative is an important member of an evolving Patron System/Ticket Services Department for the A.R.T.  The successful candidate will undertake a broad range of ticketing transactions and data cleaning responsibilities, which enable the box office to provide high-quality customer relations.  This includes the timely processing of all ticketing transactions and maintenance of accurate constituent data on the theater’s Tessitura database, updating records as needed, and generally ensuring the accuracy of customer and transactional information.

Duties & Responsibilities

• Engage in timely processing of all ticketing transactions and maintenance of accurate constituent data on the theater’s Tessitura database,
• Update records as needed
• Ensure the accuracy of customer and transactional information. 
• Efficiently and effectively process single ticket transactions, subscription orders, ticket exchanges, ticket donations and other solicited donations.
• Assist patrons via phone, in person, via email and online chat to complete transactions and answer questions;
• Work on projects as assigned by the Ticket Services Manager and the Head of Patron Services. 
• Adhere to theater’s policies and procedures; 
• Work in a safe manner; 
• Perform duties as workload necessitates; 
• Maintain a positive and respectful attitude; 
• Communicate regularly with supervisor about department issues; 
• Demonstrate efficient time management and prioritize workload; 
• Demonstrate regular and consistent attendance and punctuality; 
• Meets department productivity standards; 
• Participates in theatre events as needed or required.

Key Responsibilities

• Sharing Ticket Services policies, procedures and seasonal information with the other representatives to promote Patron Services/Ticket Services consistency. 
• Soliciting clarity of information from the management team when scenarios of conflicting or missing information present themselves to the representative staff.   
• Being confident in fielding questions about the ART season on the phones for inbound calls and outbound calls. 
• May also be responsible for Ticket Services opening and/or closing procedures.
• Additional duties as assigned.

Qualifications

Basic Qualifications are the minimum requirements a candidate must meet to be considered for this role.

• Two years of experience in a box office environment using Tessitura or similar CRM database.

Additional Qualifications and Skills:

• Basic computer knowledge of Google docs.
• Excellent attention to detail and accuracy. 
• Excellent typing skills. 
• Self-starter with ability to problem-solve efficiently and effectively. 
• Ability to multi-task in a fast-paced office are necessary. 
• Interest or experience in the arts is helpful.  
• Ability to work independently with minimal supervision and with others as part of a team. 
• Can lift 35 pounds. 
• Strong written and verbal communication skills—expressing oneself as well as listening.
• Self-motivation, attention to detail, and a willingness to learn new skill sets

Additional Information

• Standard Hours/Schedule: 25 hours per week (off Sunday and Monday)
  • Wednesday 6.5 hours
  • Thursday 6.5 hours
  • Friday 6.5 hours
  • Saturday 5.5 hours
    • Work Schedule: 25 hours per week. Schedule includes at least one weekend day. Total working days are 4 days per week but may flex up to meet the needs of the department.
      Additional required hours on a flexible schedule during periods of subscription on sale, the production season, special events, and rentals that require ticketing support.
• Visa Sponsorship: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening: Harvard University requires pre-employment reference and background screenings: Identity, Criminal, and Credit
• Other Information:
  • This position is subject to periodic unpaid leaves of absence based upon the Production calendar. This position requires occasional overtime and the ability to work some early AM shifts, nights, weekends, and over holidays. The Ticket Services Representative is deemed critical during the production run.
  • This position will have a 3-month orientation and review period.

Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 049. Please visit  Harvard's Salary Ranges  to view the corresponding salary range and related information. 

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to: 

• Generous paid time off including parental leave 
• Medical, dental, and vision health insurance coverage starting on day one 
• Retirement plans with university contributions 
• Wellbeing and mental health resources 
• Support for families and caregivers 
• Professional development opportunities including tuition assistance and reimbursement 
• Commuter benefits, discounts and campus perks 

Learn more about these and additional benefits on our Benefits & Wellbeing Page. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.

Salary Grade: 049