Audience Experience Coordinator

Description

• Patron Services
  • Deliver excellent customer service by answering questions, resolving issues, and assisting with ticketing inquiries.
  • Implement rain plan, coordinating with Marketing and Box Office on communications to the public, ticket returns, donations, etc.
  • Lead others effectively in high-demand or emergency situations.
  • Understand and confidently enforce patron, ticketing, and safety policies.
• Front of House
  • Supporting the Theatre Manager in patron and venue management across three (3) performance spaces.
  • Serve as Manager on Duty (MOD) for multiple performances, occasionally independently, eventually taking responsibility for a specific venue.
  • Collaborate with the Box Office to address ticketing and seating issues promptly.
  • Leading and managing a cohort of volunteer ushers
  • Mentoring and leading each department intern throughout their specific rotation
  • Remain calm and professional while adapting to challenging or emergency situations.
  • Maintain cleanliness/presentation of theatre spaces and closing of the space following the end of each performance
  • Attend all dress rehearsals and run-throughs
• Administrative
  • Co-managing departmental documents prior to and during the festival season.
  • Being an administrator within our volunteer management system, including scheduling, data tracking, hours tracking, and communications
  • Assisting in the completion of Festival Reports following each performance
  • Communicate with marketing about program numbers and inserts
  • Keeping track of the house counts for each venue
• Communication
  • Provide detailed information about performances, events, classes, and related services.
  • Communicate with patrons regarding event details, changes, and special instructions.
  • Provide the highest level of customer service to patrons through in-person interactions on campus. Including campus wayfinding, front-of-house support, and other administrative duties as assigned. 
  • Monitor and track volunteer communications via volunteer management software or email. Ensure volunteer communications within 24 hours as needed.
• Teamwork
  • The willingness to collaborate, instruct, and provide guidance to department interns.
  • Be able to provide insights and positive solutions to aid in the success of the patron experience.
  • Comfortable working interdepartmentally

Qualifications

• Previous customer service, theater management, event management, box office, and/or arts organizational leadership experience  
• Ability to assess and self-direct customer service detail as it applies to audience engagement
• Strong critical thinking, problem-solving, and organizational skills
• Ability to multitask, work under deadlines, and work flexible hours
• Excellent interpersonal communication skills 
• Conflict resolution and negotiation skills
• Successful completion of a Background Screening

• Tessitura ticketing experience is desirable
• A valid driver’s license preferred
• Previous CPR/First Aid certifications are a plus; Jacob’s Pillow will provide additional certification training.

• Office setting: Remaining in a stationary position for extended periods, moving within the office space as necessary. Shared working space with others in close proximity. 
• Working regularly in wooded areas with exposure to native wildlife including, but not limited to, rodents, ticks, and mosquitos.
• Working regularly outdoors in all weather conditions including inclement weather. 
• Working a 6-day work week including early mornings, late evenings, and weekends.
• Moving equipment up to 50 lbs alone or with assistance.
• Moving through and between multiple locations throughout the entire campus including over uneven terrain.

Salary : $850 - $950