Reporting to the Modlin Center for the Arts Box Office Manager, the Ticketing Services Coordinator is a part-time, temporary position that provides management in the delivery of ticketing operations, online sales, and customer service. This position serves as the front-line box office representative and coordinator assisting in the sale of tickets for approximately 150 events per year in Modlin Center venues: Alice Jepson Theatre, Camp Concert Hall, Cousins Studio Theatre, and Perkinson Recital Hall, as well as other locations on- and off-campus. Events include performances, lectures, and special events involving both campus and community users and customers.
RESPONSIBILITIES:
Ticketing Services & Tessitura Management
Ensure the timely processing of all ticketing transactions and maintenance of accurate constituent data on the Tessitura database
Demonstrate excellent customer service skills and respond promptly to patron inquiries and requests
Communicate information and detail effectively as well as create an inclusive and accessible experience for all
Communicate specific, accurate information between groups of people in a timely manner
Knowledge of cash handling guidelines, PCI compliance, credit card security, and ADA policies
Participate in recruiting, training, scheduling, and day-to-day supervision and support of Box Office Associates
Assist in maintaining documentation and training materials on ticketing services policies and procedures, and ensure effective departmental communication
Assist the Box Office Manager to plan and activate strategies to enhance ticket and patron service operations
Serve as rotating manager on duty with the Box Office Manager during box office performance shifts throughout the year. These shifts regularly include evenings and weekends.
Technology and Reporting
Assist with data management using the Tessitura system (ticketing and website)
Actively participate in day-to-day implementation, programming, data management, and reporting using the Tessitura system (ticketing and website)
Review the website and external communication tools daily to maintain updated content
Generate and analyze weekly patron logs to identify efficiencies and promote process improvements in support of the desired patron experience
Assist the Box Office Manager to capture, organize, and share key ticketing data, box office trends, and insightful customer information and feedback to support alignment between audience-building efforts and successful event execution
QUALIFICATIONS:
Experience with Tessitura ticketing platform (or similar CRM platform), including ticket sales, generating reports, and data management.
Experience with customer service principles, practices, and procedures
Excellent attention to detail and accuracy
Outstanding communication, interpersonal, and reporting skills
Ability to take initiative, anticipate needs, and provide recommendations on issues
Strong commitment to supporting diversity, equity, inclusion, and access
EDUCATION & EXPERIENCE:
Bachelor's degree or combination of equivalent experience and training
Two or more years of experience in customer service, ticketing services, or patron services, for an arts organization preferred
Familiarity with industry standards in ticketing and box office management
WORK HOURS:
Part-time, non-exempt position
Weekdays as assigned, evening and weekend schedule to support events; approximately 20 hours per week
This position is limited term with an anticipated end date of June 30, 2025
SALARY STRUCTURE:
Pay Grade 3 (Hiring Range $16.81 to $19.75 per hour)
ABOUT UR:
At the University of Richmond, we're creative, inclusive, and determined. We're Spiders, and our mission is to create positive change in the UR community and beyond. Located minutes from downtown Richmond, Virginia, the University of Richmond (www.richmond.edu) blends the intimacy of a small college with exceptional academic, research, and cultural opportunities usually found only at large institutions. There's only one place like Richmond.
UR is committed to developing a diverse faculty, staff and student body, and to modeling an inclusive campus community which values the expression of differences in ways that promote excellence in teaching, learning, personal development and institutional success. In keeping with this commitment, our academic community welcomes candidates from diverse backgrounds and candidates who support diversity. EOE
