- Part Time: 12-19 hours per week (3 shifts minimum availability)
- Shift: Hours available 8:30 a.m. – 9:00 p.m. seven days a week.
- Minimim of 12 hours per week. Additional weekend availability may be required.
- Staff only working in Box Office must maintain regular availability of 3 weekend shifts per week (Friday, Saturday, or Sunday), or 12+ weekend shifts per month.
- Salary: $13/hour with an eligibility for an increase after completing a successful 90 days.
Job Summary:
The Ticketing Concierge serves as a frontline representative of Playhouse Square, delivering a guest experience worthy of a standing ovation. This role supports single ticket buyers through phone, email, and in-person Box Office interactions. Responsibilities include generating ticket sales, creating memorable guest experiences, providing exceptional customer service, and contributing to fundraising initiatives. The Concierge actively engages guests, adheres to established service standards, and enhances each visitor’s experience through upselling, problem-solving, and participation in experiential programs. Additionally, this position assists with administrative tasks, maintains accurate data across all systems, supports outbound sales efforts, and represents Playhouse Square at events.
Areas of Direct Responsibility:
- Ticket Sales for Playhouse Square Guests
- Fundraising
- Customer Service for Playhouse Square Guests
- General Administrative & Departmental Support
Duties and Responsibilities:
Ticket Sales for Playhouse Square Guests
- Answers inbound phone calls and return voicemails regarding purchasing tickets related to all Playhouse Square products.
- Answers Contact Us forms and sales and services emails regarding all Playhouse Square products.
- Assists patrons face-to-face during events at the Box Office.
- Consistently completes an inbound and outbound daily call volume quota provided by management when scheduled.
- Meets and exceeds sales and retention goals for the Broadway in Akron product, hotel sales, and any future experiential sales promotions or campaigns.
- Meets and exceeds sales, fundraising, and customer service goals for the ITSS staff as determined by departmental leadership
- Meets and exceeds the standards of the Ticket Sales and Service Playbook to the highest level.
- Meets and exceeds contest goals established by leadership.
- Consistently works to upsell and cross-sell ticket sales across a variety of products.
- Accurately inputs and maintains guest data and sales documentation in SFCRM.
- Accurately inputs and maintains guest data and process sales in AudienceView.
- Balances a cash drawer and prepare individual daily deposits for all Box Office shifts.
- Generates revenues through the sale of all Playhouse Square products, along with donations, donor memberships, gift cards, and experiential packages.
- Meets and exceeds the Individual Ticket Sales & Service and Ticket Sales & Service monthly and annual fundraising goals.
- Proactively identifies new donor prospects and sell donor memberships when interacting with all guests.
- Participates in outbound donor renewal or lapsed campaigns.
- Meets and exceeds personal daily, monthly, quarterly, and annual or campaign-driven fundraising goals established by leadership.
Customer Service for Playhouse Square Guests
- Remains up to date with the Ticket Sales and Service Playbook.
- Provides exemplary service and is a proactive solution source to all guests according to the Ticket Sales & Service Playbook.
- Supports season ticket holders, individual ticket buyers, and donors during evenings and weekends and during high-demand times, including but not limited to performing exchanges, swaps, renewals, and add-ons.
- Acts as mobile assistance for all guests on site in the Box Office and at the door when acting as ACR.
- Identifies guests for experiential programs such as Key Moments, First Time Visit, and future promotions.
- Records and acts on F.O.R.D. identified during guest interactions.
- Executes the deliverables of experiential programs, including but not limited to Key Moments and Dream Seats
- Remains up to date with all Playhouse Square District businesses, events, and performances to aid in creating experiences for all Playhouse Square guests.
General Administrative & Departmental Support
- Assists other departments as needed.
- Sets up and takes down daily Box Office needs: scanners, computers, will call, etc.
- Attends training on new products, campaigns, or updates and completes any certifications required.
- Attends daily huddles, quarterly and annual meetings to remain up to date on Playhouse Square information and Ticket Sales and Service goals.
- Ensures personal space and shared spaces are clean, organized, and a highly productive and creative workspace
- Represents Playhouse Square at outside events.
- Performs other duties as assigned.
Required Skills/Attributes:
- Excellent computer skills, including the use of multiple apps at once, while speaking on the phone.
- Excellent technical skills with the ability to assist customers with mobile ticketing.
- Analytical skills to diagnose a problem and offer a solution.
- The constant display of a welcoming and friendly personality.
- Endless enthusiasm.
- Prolonged standing or walking numerous flights of stairs may be a part of Box Office shifts or outside events.
- Commitment to Playhouse Square Sales and Service Playbook
- Willingness to embrace and embody Playhouse Square’s mission, vision, values, and commitment to Diversity, Equity, Inclusion, and Belonging.
- Commitment to uphold and follow Playhouse Square’s Code of Engagement.
Qualifications
- Minimum completed education of a high school diploma or equivalent.
- Previous direct phone sales and customer service experience preferred.
- Familiarity with the performing arts is a plus.
- Prior experience with event ticketing in sales and service setting a plus.
- Outgoing, people-oriented person, with outstanding interpersonal skills.
- Self-motivated with strong organizational skills.
- Displays creativity and personal accountability in the workplace.
- Excellent communication skills, both verbal and written.
- Knowledge of current PC hardware and software.
In order to apply, please submit a resume along with a cover letter to one of the following:
E-mail to pshr@playhousesquare.org
Fax to (216) 201-9884
Mail:
Playhouse Square
Human Resources Department
1501 Euclid Avenue, Suite 200
Cleveland, OH 44115