Lead Patron Services Associate, Issaquah

TITLE: Lead Patron Services Associate, Issaquah (Part-time)
STATUS: Part-time
PAY RANGE: $22 per hour; 25 hours per week
SUPERVISOR: Director of Patron Services
LOCATION: Issaquah, WA

APPLICATION DEADLINE: Sunday, December 29, 2024 at midnight

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 supports the management team and assists in the day-to-day supervision and operation of the Issaquah Box Office. The Lead is responsible for performing end-of-day procedures and reports, as well as acting as the primary point-person for performances taking place offsite.

PRINCIPAL RESPONSIBILITIES

• Handles large volume of in-bounds sales, exchanges, and inquires with the highest level of courtesy and professionalism.
• Sells subscriptions, single tickets, gift certificates, and memberships.
• 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 stage 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

YOUR SKILLS AND EXPERIENCE

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

o Strong customer relations skills and organizational skills. (Knowledge of theater and box office administration a plus but not required.)

• 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.
• Ability to take initiative and prioritize multiple competing tasks.
• Excellent time-management and problem-solving skills are essential.
• Ability to learn and manage a computerized event ticketing system. (Past experience with Spektrix 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.
• Keeps up a professional appearance in dress and attitude.

COMPENSATION

Hourly for this position is $22.00.

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 “Lead PS Associate” and your last name in the subject line. PDF Format is preferred. No phone calls, please.

Job Type: Part-time

Pay: $22.00 per hour

Schedule:

• Evenings as needed
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $22