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5 Dec 2018

Full-Time Audience Services Manager

Orlando Ballet  Orlando, Florida, United States

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Job Description

Primary responsibilities include but are not limited to:

  •  Maintains regular hours to process phone, mail and walk-up subscription orders, and service subscribers throughout the season. Also handles ticket sales for special performances and events outside of the subscription series.
  • Works in the box office during all performances to service subscribers as needed.
  • Follows (and establishes when necessary) appropriate procedures for processing subscriptions, processing credit cards, handling difficult situations with patrons, etc.
  • Serves as the Ballet’s liaison to the DPC Box Office.
  • Serves as OB’s Tessitura representative, attending regular meetings with consortium members, establishing and relaying data entry guidelines, best practices and standards.
  • Gains in-depth knowledge of Tessitura, and assists the team where possible with software issues, or directs towards the relevant Consortium Super User for assistance.
  • Provides input to senior staff to develop pricing structures for tickets and subscription packages.
  • Works directly with DPC to set up all events (single, subscription, and other as requested) and discounts in the Tessitura ticketing system; provides quality control and verification of the set up.
  • Assists in developing and implementing a plan for retaining current subscribers and gaining new subscribers.
  • Oversees all aspects of subscription processing, including renewals and new subscribers.
  • Fulfills staff complimentary tickets, cultivation and complimentary tickets requests, etc., developing and maintaining policies and procedures as necessary.
  • Supports DPC in establishing and maintaining effective relationships with key strategic partners for group sales promotions.
  • Creatively assesses ticketing process with a focus on accurate reporting of patron data.
  • Produces accurate daily sales reports and reconciles with the Finance Department.
  • Manages in-office ticketing systems and other sales channels.
  • Maintains knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices/PCI compliance.
  • Provides a high degree of customer service so as to maintain excellent customer relations with patrons.
  • Maintains clear communication for patrons and the public regarding ticketing operations.
  • Other duties as required.
  • Build/manage a database of targeted potential and existing group sales clients through direct mail strategies, outgoing phone calls, and existing customer relationships
  • Generate and follow through on sales leads for group subscriptions/individual tickets to upcoming performances
  • Attend outside sales events to promote/sell the group packages and subscriptions to the upcoming season

General requirements include:

  • Outstanding customer service skills, sales ability and telephone manner
  • Strong organizational and administrative skills
  • Be a self-starter who can work independently
  • Demonstrates the ability to balance multiple projects, meet deadlines and communicate effectively in a frequently flexible and quick-moving environment.
  • Demonstrates impeccable skills in working with the public, include positive attitude, flexibility, and the ability to listen to concerns and resolve problems.
  • Visible leadership skills and desire to advance the organization.
  • Understanding of ticketing software and processes/best practices.
  • Ability to think creatively and innovatively.
  • Tessitura experience preferred.

 Essential skills and experience:

  • 2 + years related experience in Tessitura ticketing system preferred.
  • Box office supervisory experience preferred.
  • Previous customer service experience is required, including conflict resolution.
  • Previous experience with subscription programs is preferred.
  • Previous experience with portable sales devices is preferred.
  • Proficiency in Microsoft Office Suite of products, including Excel, Word, and Outlook is required.
  • Willingness to work irregular and flexible hours, including evenings and weekends is required.
  • Excellent written, verbal, and interpersonal communication skills.
  • Excellent active listening skills and speech clarity is required.
  • Appreciation of the arts and dance is preferred.



Email your resume and cover letter for this position to

Orlando Ballet is an equal opportunity employer and a drug free workplace.

Job Categories: Arts and Culture. Job Types: Full-Time. Job Tags: ballet, box office, and manager. States: Florida.

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