Box Office Supervisor

Box Office Supervisor Full-time, Non-exempt, Benefits Eligible

Basic Function The Box Office Supervisor oversees union Box Office Agents and over-hire staff, supports the day-to-day operations of the Box Office, and provides administrative support to the Box Office Manager. This position also performs customer service and ticketing functions as needed to ensure efficient operations and a positive customer experience.

Characteristic Duties & Responsibilities

Primary Responsibilities

Staff Supervision and Scheduling

Provide functional supervision of Box Office Agents and over-hire staff during phone hours, window sales, Will Call, and performances. Schedule Box Office Agents and over-hire staff in accordance with the collective bargaining agreement (CBA), with approval from the Box Office Manager. Assist with the training and onboarding of new Box Office Agents and provide ongoing guidance and updates to staff. Foster a positive, collaborative work environment. Consult with other supervisors on customer service and operational matters as needed.

Customer Service and Ticketing Operations

Respond to customer inquiries and complaints, investigate and resolve problems, and address issues escalated by other Box Office staff. Assist staff with customer service tasks, tracking, and record-keeping; maintain accurate and up-to-date internal customer service records. Maintain current knowledge of ticket inventory, seating, ticket products, on-sale dates, special offers, discounts, and related procedures. Supervise the Box Office during performances, resolve ticketing issues, and provide requested reports to the House Manager. Process group ticket orders, Student Matinee Series (SMS) payments, and complimentary ticket requests. Process or assist with donation ticket requests. Assist with the J.J. Flynn concierge service. Provide regular ticket counts to the promoters as requested.

Financial and Administrative Operations

Oversee Box Office accounting procedures, including daily reports, cash-outs, and end-of-day reconciliation. Perform opening and closing procedures as scheduled, including cash reconciliation, bank deposits, and ticket printing. Document operational needs and issues in the CSI report. Assist the Box Office Manager with Tessitura functions and other administrative tasks as needed. Maintain current knowledge of ticketing and administrative software and provide staff with relevant procedural updates and training. Keep the Box Office stocked with office supplies and necessary forms. Maintain and update Box Office documentation related to procedures and operational standards. Provide sales and other operational reports as requested.

Secondary Responsibilities

Perform regular ticket sales and customer service duties as needed. Provide additional administrative and operational support to the Box Office Manager. Perform other duties as assigned.

Supervision Exercised Provides functional supervision of part-time union Box Office Agents and over-hire staff.

Supervision Received Works under the supervision of the Box Office Manager.

Qualifications

Two years of relevant experience demonstrating comparable knowledge and skills. Experience in box office operations, ticketing, or customer relationship management (CRM) software preferred. Previous supervisory experience preferred. Familiarity with Tessitura or similar ticketing systems preferred. Ability to train, guide, and direct the work of Box Office staff. Strong customer service skills and the ability to resolve customer concerns professionally and effectively. Ability to remain organized, exercise sound judgment, and solve problems under pressure. Strong verbal and written communication skills. Good organizational, administrative, and record-keeping skills. Proficiency in Microsoft Office applications. Availability to work a flexible schedule, including evenings and weekends. Ability to sit and work at a computer for extended periods and to use a telephone regularly. Ability to follow direction from Flynn management and work collaboratively with colleagues across the organization.