Job description

DEPARTMENT: Patron Experience
CLASSIFICATION: Part-time; Non-exempt; Hourly
REPORTS TO: Patron Services Manager
PAY: $16.00/hr
BENEFITS INCLUDE: Access to complimentary and discounted tickets, institutional professional development opportunities, and other perks.
LOCATION: This is an in-person position reporting to 91 University Place, in Princeton, NJ, with a schedule based on the performance calendar and other departmental needs.

Organizational Summary
McCarter Theatre Center, centered between New York City and Philadelphia on the campus of Princeton University, is a creative and intellectual hub that inspires conversations, connections, and collaborations in our communities. We lead with justice and joy, and we seek beauty in belonging. McCarter is an independent, non-profit performing arts center that creates and curates engaging performances, education programs, and community partnerships. As a performing arts center, in addition to presenting artists both nationally and internationally, McCarter also produces its own theatrical events as part of our Theater Series. Shows in the Theater Series are produced “in-house” and unlike our presented events, run for several weeks.

McCarter is an equal opportunity employer committed to hiring, supporting, and promoting a diverse workforce and inclusive culture. McCarter is committed to fostering a diverse, anti-racist company and has begun that work in earnest; this work goes beyond our staff and production teams and includes engaging, educating, and cultivating a broad range of audiences, making the arts accessible to all people, and presenting a variety of entertaining and thought-provoking programming across disciplines. As such, McCarter seeks team members who: contribute to a diversity of backgrounds and experiences to support an expansive artistic vision; are committed to engaging in ongoing anti-racism and anti-oppression work collectively and individually; value collaboration, flexibility, and an openness to continuous personal and professional growth. Please review our staff-written Framing Statement on equity, diversity, inclusion, and accessibility, linked here.

Position Summary

The Patron Services Representative will implement McCarter’s marketing strategy and support the theater’s mission, values, and goals. This position is responsible for the fulfillment of high-quality customer service, including exemplary attention to detail and courteous and timely response to patron needs.

Responsibilities

• Sell and process all ticket sales in Tessitura, including single tickets, subscriptions, group tickets, exchanges and voucher redemption.
• Process sales accurately and efficiently in Tessitura following all department policies and procedures.
• Engage in active selling of events, including upselling and cross selling.
• Maintain knowledge of all offers, promotions, and upcoming events.
• Solicit donations to the Annual Fund by requesting a monetary donation during ticket sales.
• Update customer records accurately in the Tessitura software application including correct spelling of name, mailing address, phone number, email address, and so forth.
• Assist patrons with inquiries related to their McCarter experience, such as directions, parking, restaurants, and hotels.
• Actively work to resolve customer complaints and problems before escalating to the manager on duty.
• Utilize Customer Service Issues in Tessitura software to insure accurate documentation of all communication between the Patron Services Department and patrons.
• Keep up-to-date on all theater-wide and departmental emails and notices.
• Perform other tasks as assigned by the supervisor on duty including filing and research.
• Attend all Patron Services training sessions required by the Director of Patron Experience.
• Maintain a high level of communication with the Patron Experience department.
• Initiate a positive experience while communicating with a diverse patron base, including the adherence of McCarter’s Equity, Diversity, Inclusion, Accessibility, and Antiracism expectations.
• Adhere to safe working practices and follow all McCarter safety and code of conduct policies
• Participate in the work to make McCarter an anti-racist theater. Actively seek ways to improve our work practices to make McCarter more Equitable and Inclusive.

Qualifications

• Availability to work evenings, weekends, and holidays during the performance season, as scheduled in advance
• Ticketing experience preferred, as well as experience with multi-line phone systems
• Cash handling and credit card transaction processing experience required
• Superior customer service skills
• High level of computer aptitude and proficiency in Office programs
• Excellent written/verbal communication skills
• Ability to remain flexible and professional at all times; effectively communicate and work with all levels of constituents, while operating in a fast-paced, proactive environment
• Must be a team player and thrive in a collaborative environment with a good sense of humor
• Extreme attention to detail and ability to multi task is important
• Strong EDIA and antiracism critical consciousness
• Ability to collaborate with diverse needs, personalities, and work styles with optimism and a solution discovery mindset
• Start date is contingent upon providing proof of having received a primary series vaccination against COVID-19; subsequent boosters are strongly encouraged, though not required.

We encourage all candidates to apply, even if they do not currently meet all qualifications. We know there are great candidates who may not have all of the qualifications listed above, but possess intuitive knowledge or other fully transferable skills. If that is you, don’t hesitate to apply and tell us about yourself. McCarter is committed to on the job training and mentorship.

If you are interested in supporting McCarter’s vision, we would love to hear from you.

Please submit a resume; also mention where you heard about the position. We look forward to learning more about you!

Job Type: Part-time

Pay: $16.00 per hour

Schedule:

• Day shift
• Evening shift
• Holidays
• Night shift
• Weekend availability

Work Location: In person

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