TITLE: Patron Services Associate
STATUS: Part-Time, Hourly, Non-Exempt, 20-25 hours per week
PAY RANGE: $21.00
SUPERVISOR: Director of Patron Services
APPLICATION DEADLINE: Sunday, July 7, 2024 at 11:59pm Pacific
IDEAL START: August 15, 2024 (flexible)
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, with pre-Covid numbers reflecting just over 18,000 Mainstage season subscribers and 220,000 projected total attendance each season. 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 175 new works to date. Village Theatre also takes pride in nurturing tomorrow’s audiences through its Youth Education programs, serving over 56,000 young people and their families annually.
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
Provide excellent customer service, fulfil ticket requests, and be an overall source of information for Village Theatre and Everett Performing Arts Center patrons.
PRINCIPAL RESPONSIBILITIES
o Handles large volume of in-bounds sales, exchanges, and inquires with the highest level of courtesy and professionalism.
o Sells new and renewing subscriptions, single tickets, gift certificates, and memberships.
o Provides helpful information for performances, pricing options, parking, directions, local restaurants, and seating options for patrons with disabilities.
o Assists with patron relations and resolves complex patron inquiries and complaints by phone and knows when to pull in management when needed.
o Maintains familiarity with subscription and single ticket marketing initiatives, patron loyalty program, donor benefits, rental events in both locations, other Village Theatre events, and website.
o 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.
o Guides patrons though their online interactions.
o Keeps up a professional appearance in dress and attitude and have a general appreciation for and understanding of live theatre.
o Assists with the 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.
o Covers Box Office duties at offsite locations.
o Attends all Mainstage productions preferably during the Friends and Family performances or opening week.
YOUR SKILLS AND EXPERIENCE
o Commitment to superior customer service with strong problem-solving skills. Previous customer service experience preferred.
o Must be self-motivated, detail oriented and able to juggle several tasks while answering phone calls.
o Ability to work independently and as part of a team in a small office
o Ability to adjust priorities and assignments to meet patron and company needs
o Comfortable and familiar with computers and most basic software, and capable of learning new ticketing and CRM systems quickly. Previous ticketing experience is helpful.
o Ability to remain calm under pressure while maintaining a sense of humor
o Pleasant and clear speaking voice both in person and over the phone, as well as clean and clear handwriting.
o Good communication skills with a positive, friendly, and outgoing personality
o Must be prompt, reliable, and detail oriented.
o Flexibility in work times is a must, including days, evenings, and weekends.
COMPENSATION
The hourly rate for this position is $21.00
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 “Patron Services Associate” and your last name in the subject line. PDF Format is preferred. No phone calls, please.
Job Types: Full-time, Part-time
Pay: $21.00 per hour
Benefits:
- Employee discount
- Flexible schedule
- Health insurance
Schedule:
- Day shift
- Evening shift
- Weekends as needed
Work Location: In person