Box Office Manager

Responsibilities Include:

• Build shows (presented, cultural, rentals, etc.) into both the Ticketmaster and Archtics platforms
• Work with Programming Department to coordinate building and managing of all events
• Set up & manage event on-sales and sales reporting, and produce all box office reports as needed
• Build and manage special qualifiers, presales, promotions & discounts
• Manage and submit Platinum inventory to Ticketmaster Pricing Team, monitor ticket demand, adjust pricing & inventory as needed. Act as point contact for all increased ticket revenue options
• Manage all ticketing inventory including membership, development, platinum, marketing, programming & artist
• Work with Marketing, Development, and Programming staff to coordinate holds and other promotions
• Assist Development department by acting as a membership concierge for ticket sales
• Help recruit, manage, train and ensure retention of ticket services staff
• Create & maintain weekly Box Office staff schedule and daily communications
• Oversee box office operations ensuring accuracy and timeliness which includes ticketing system, daily sales orders and their reconciliation, sales receipts, daily safe drops, maintenance of accurate records of all transactions
• Communicate directly with Ticketmaster for any event build or software implementation issues
• Manage user privileges, create new users and reset passwords as needed
• Manage box office call projects for cancelled and rescheduled events, including tracking responses
• Process all refunds, credits and donations generated from cancelled and rescheduled events
• Work shows/events and make sure that tickets are ready, scanners are working, and house management receives assistance with seating or customer service-related issues.
• Act as primary liaison between patrons and House Management Staff for all ticketing matters
• Resolve escalated customer service issues to assist Box Office Associates
• Generate nightly sales reports and any additional reports required for show settlements
• Produce various box office, artist sales, and finance reports as requested
• Oversee/manage customer service email accounts
• Manage all aspects of Group Sales including communications, outreach, ticket sales, and invoices
• Coordinate Education Events with the bergenPAC Performing Arts School, including managing School Time Series
• Communicate directly with Artist representatives, set up automated ticket reports, ticket holds/distribution/releases, and other additional information as needed
• Design and maintain Customer Service standards for all staff in conjunction with the Director of Ticketing
• Manage and prepare timesheets for HR
• Process Performing Arts School & Rental payments
• Co-manage Arts Access program, including communications, tracking requests & processing tickets

Requirements:

• 2 years’ experience in a Box Office or ticketing management role.
• Proficiency with Microsoft Office and/or Google Docs.
• Proficiency with modern Box Office Ticketing software.
• Strong Customer Service skills.
• Ability to collaborate with team members in a fast-paced environment.
• Strong written and verbal communication
• Night and weekend shifts required as assigned

Preferred Skills:

• Experience with Ticketmaster systems (Archtics, Host, TMOne).
• Music/Concert venue experience a plus.
• Not-for-profit arts experience strongly preferred