Lead Patron Services Associate Group Sales Coordinator

Lead Patron Services Associate & Group Sales Coordinator – Everett

• TITLE: Lead Patron Services Associate & Group Sales Coordinator
• STATUS: Full time; Hourly; Non-exempt; 35 hours per week.
• PAY RANGE: $22.00 per hour
• SUPERVISOR: Director of Patron Services
• LOCATION: Everett, WA (plus occasionally work in Issaquah, WA)
• APPLICATION DEADLINE: Sunday, October 27, 2024

ABOUT VILLAGE THEATRE

Based in Issaquah, WA, with operations in Everett, WA, Village Theatre is a leading producer of musical theatre in the Pacific Northwest. Producing entertaining, quality productions since 1979, Village Theatre has grown into one of the region’s best-attended theatres. Through its Village Originals program, Village Theatre is nationally recognized for its contribution to the development of new musicals, having supported the creation of over 180 new works to date. Village Theatre also takes pride in nurturing tomorrow’s audiences through its Youth Education programs.

DIVERSITY, EQUITY, INCLUSION, AND ACCESSIBILITY

Theatre lies at the intersection of storytelling and community. The stories we tell represent and influence our shared human experience. We believe that to tell these stories authentically, it is essential to employ equitable practices that are inclusive of and led by a diverse and culturally rich community. Village Theatre has a responsibility to mindfully support and design the impact these stories have on the audiences we serve, the artists we engage, the students we nurture, and the staff we entrust. Centering Diversity, Equity, Inclusion, and Accessibility in our work allows us to create a storytelling space that welcomes, celebrates, and honors all people.

More information about our journey to be an anti-racist organization and our DEIA Committee can be found here:  https://villagetheatre.org/deia/

ABOUT THE POSITION

The Lead Patron Services Associate & Group Sales Coordinator supports the management team by assisting in the day-to-day supervision and operation of the Everett Box Office while also coordinating group sales (school, corporate, subscription, and single ticket) and serving as back-up box office supervisor for the Issaquah location. As Lead, they are also responsible for performing end-of-day procedures and reports.

PRINCIPAL RESPONSIBILITIES

As Lead Patron Services Associate (85%)

• Handles large volume of in-bounds sales, exchanges, and inquires with the highest level of courtesy and professionalism.
• Sells subscriptions, single tickets, and gift certificates.
• Provides helpful information for performances, pricing options, parking, directions, local restaurants, and seating for patrons with disabilities.
• Assists with patron relations and resolving complex patron inquiries and complaints by phone, e-mail, and in-person.
• Assists with supervising and training Box Office Staff relating to single and subscription sales, sales renewals, patron and concierge services.
• Maintains familiarity with subscription and single ticket marketing initiatives, patron loyalty program, donor benefits, Village Theatre events, and website.
• Provides concierge services before performances and during intermissions to warmly greet and engage patrons and get them excited about our productions, as well as provide normal Box Office services.
• Guides patrons though their online interactions.
• Works with box office managers to implement a customer service training agenda.
• Assists in supervising day, evening, and weekend shifts.
• Keep up a professional appearance in dress and attitude.
• Responsible for closing procedures including making sure all cash, checks, and credit card information balance and that all errors from the day have been located and addressed before closing reports are received by Director of Finance.
• Assist Box Office Managers with subscription renewal process.
• Covers Box Office duties at offsite locations.
• Attends all mainstage productions, preferably during opening week in Issaquah.
• Involves sitting for long periods of time, standing at the counter during will call, etc. and lifting up to 20lbs.
• Other duties as required.

As Group Sales Coordinator (15%):

• Work independently and in conjunction with Marketing and Development departments to find, organize, and contact leads for group sales.
• Book school, corporate, subscription, and single-ticket group sales.
• Generate and issue contracts & invoices to schools for Student Matinees.
• Be a point of contact for group leaders at retirement homes for group subscription renewals, exchanges.

YOUR SKILLS AND EXPERIENCE

• 1 year experience in booking or group sales for theatre, arts, sports, events, travel, or entertainment; OR an equivalent combination of skills, interests, and learned experience sufficient to successfully perform the job.

• • Knowledge of theater and box office operation is a plus, but not required.
• Customer Service
  • Strong customer service skills.
  • Ability to express oneself clearly and concisely, orally and in writing.
  • Strong general math skills, including the ability to handle cash-related transactions accurately and ethically.
  • Ability to receive and respond to a wide range of public inquiries, disputes, complaints, and special problems involving errors in transaction charges, seat assignments, and other related situations.
• Organization
  • Ability to take initiative and prioritize multiple competing tasks.
  • Excellent time-management and problem-solving skills are essential.
• Technology
  • Proficiency in Windows and Microsoft Office, including Teams, Excel, Word, Outlook, OneDrive.
  • Ability to learn and manage a computerized event ticketing system. (Specific experience with Spectrix or any CRM / database software is a plus, but not required.)
• Ability to work changing and irregular shifts, including evenings, weekends, and holidays.
• Ability to work professionally and tactfully and support management decisions in a positive, professional manner.
• Ability to remain calm under pressure while maintaining a sense of humor.

• Manual dexterity to operate standard office, data entry, and other related equipment is required.

COMPENSATION

Hourly for this position is $22.00.

Additionally, Village Theatre offers a comprehensive benefits package including Medical, Prescription, Dental & Vision Insurance; 403 (b) Retirement Plan with employer match; paid Vacation, Holidays, and Sick time; Flexible Spending Account; Life and AD&D insurance.  Additional information, such as waiting periods and premium rates, will be made available to final candidates.

APPLICATION INSTRUCTIONS

Village Theatre is committed to equitable hiring practices that center the matching of skills, interests and learned experience over education requirements and previous employment.   All applications will be redacted to provide anonymity for the candidate, then reviewed by a diverse hiring committee consisting of at least three individuals.  The committee will create a rubric for assessment using the criteria from the job description.  The committee will make recommendations on who should move on to the interview process based on the assessment.

Candidates who are asked to interview can expect a conversational, non-confrontational environment focused on questions that speak to experiences. We wish to remove any barriers to interviewing for our candidates and as such, interviews can be in person or over zoom, and at a time of day that works for the candidate. We will ask about and will meet accessibility needs.  Following an interview process, every candidate interviewed will receive a phone call to share the outcome.

To apply, please e-mail your resume and cover letter to: resumes@villagetheatre.org with “Lead PSA and Group Sales Coordinator” and your last name in the subject line.  PDF Format is preferred.
No phone calls, please.

Lead Patron Services Associate & Group Sales Coordinator – Everett