Ticket Office Supervisor

STATUS: Full-Time/Non-Exempt

DEPARTMENT: Ticket Office

REPORTS TO: Ticket Services Manager

POSITION CONCEPT:

To serve the Mission, Vision, and Values of REH, Inc. by assisting the management team in the supervision of ticket office services and customer service representatives including, but not limited to processing of tickets, record maintenance, cash management, and problem resolution. Supervisors will be assigned to shifts at any of our venues, including Ruth Eckerd Hall, Bilheimer Capitol Theatre and The BayCare Sound.

ESSENTIAL FUNCTIONS:

• Manage shift procedures including but not limited to: cash controls, reporting, mailing, ticket batching, information distribution and organization of department materials.
• Analyze and resolve customer inquiries and complaints within given authority, escalating to management for follow-up when appropriate.
• Assist in VIP Package and guest communications when needed.
• Complete opening and closing procedures when assigned.
• Provide settlement reports as required.
• Serve as ticketing services liaison to other departments when on duty, providing excellent service to internal customers.
• Ensure customer issues are appropriately documented in customer records.
• Ensure adherence to organizational policies and procedures, referring to management for review any probable policy issues.
• Ensure consistent practice of customer service principles through proper training and ongoing coaching of service reps.
• Implement incentive programs as defined or approved by senior staff.
• Ability to work flexible hours including evenings, nights and weekends
• Professionally represent Ruth Eckerd Hall at all times.
• Complete all other duties as assigned.

• High school diploma or equivalent required.
• Two years of college with concentration of business preferred.
• Two years working in a customer service or public contact role.
• Two years’ experience with computerized ticketing program required.
• Experience with Tessitura a plus.
• Previous supervisory experience preferred.

• Ability to work effectively with patrons, staff, volunteers and event personnel.
• Excellent communication and customer service skills.
• Basic cash management skills.
• Ability to analyze and quickly resolve processing problems.
• Proficiency in Tessitura or ability to quickly learn ticketing software.
• Demonstrated proficiency using Word, Excel and Outlook strongly preferred.
• Ability to multi-task and to be successful in a high volume fast paced environment.

• Ability to lift and carry up to 25 lbs.
• Ability to work outdoors in various climates.
• Ability to sit at a computer for extended periods of time.
• Ability to stand at a Ticket Office window for extended periods of time.
• Ability to operate computer, calculator, and other basic office machines.
• Ability to use telephone.
• Ability to maintain good attendance is a condition of employment and a function of this position.

• Valid driver's license and safe driving record.
• Successful completion of a background check and drug screen.

All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our patrons and contributing to the financial success of the organization and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact a human resources representative.