Now Hiring - The Hanover Theatre and Conservatory - Arts Entertainment And Recreation Customer Service & Sales Team Leader in Worcester, MA

Full description of the position

ABOUT US

Since opening in 2008, The Hanover Theatre has entertained more than two million guests with Broadway musicals, comedy headliners, music, dance, and more. The 2,300-seat award-winning historic theatre continues to establish its place as a world-class center for the performing arts. The Hanover Theatre Conservatory provides performance opportunities, classes, and individual instruction in theatre, dance, and technical theatre and design to more than 500 young people and adults from across central Massachusetts each year. Our success has been entirely due to the excellence and dedication of our team members.

It is essential that our mission, "To ignite and nurture a passion for the performing arts in audiences and artists of today and tomorrow," and our vision "to be a dynamic downtown destination where all people can experience the transformative power of the performing arts," be embedded into everything that we do. Similarly, our core values in professionalism, respect for others, collaboration and teamwork, accountability, customer service and interpersonal communication must be a central part of our culture in order for our organization to continue to be successful.

The Hanover Theatre and Conservatory is committed to an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. We acknowledge the presence of implicit bias inherent in systems and practices in our industry and beyond; and our role in working to dismantle those systems. We believe that diversity and inclusion among our teammates is critical to our success. We seek to recruit, develop and retain the most talented people from a diverse candidate pool, and we strongly encourage applications from the BIPOC community.

Worcester Center for Performing Arts, a registered not-for-profit 501(c)(3) organization, owns and operates The Hanover Theatre and Conservatory and, on behalf of the Worcester Cultural Coalition, manages Worcester’s BrickBox Theater at the Jean McDonough Arts Center.

Position Title: Customer Service & Sales Team Leader

Department: Communications

Reports To: Customer Service & Sales Manager

FLSA Designation: Full Time, Non-Exempt

DEPARTMENT OVERVIEW:

The Communications department is responsible for generating earned revenue, supporting contributed income, and maintaining our brand through the content distributed and published by THT. Every member of our team supports the sales and strategic goals of THT by being well-informed, detail oriented and resourceful in our daily tasks. Every member of our team strives to exemplify our values and behaviors as brand ambassadors for The Hanover Theatre and Conservatory for the Performing Arts.

POSITION PURPOSE:

The Customer Service & Sales Team Leaders are responsible for utilizing skills, tools and data available to provide exceptional customer service to all patrons and prospects. They provide a positive example to the rest of the customer service & sales associates and assist in scheduling coverage of phones, ticket sales and events. In addition, they participate in calling campaigns and data projects to support the organization’s strategic and revenue goals and assist with data projects. A Team Leader leads the team’s sales activities and ensures ongoing sound box office operations in the absence of a manager.

ESSENTIAL FUNCTIONS:

1. Ensure that phone and ticketing needs are covered, especially during peak times to include on-sales and events.

2. Assist in developing and executing communication strategies for improving the customer experience throughout the customer journey based on feedback and data.

3. Update AudienceView customer information, transactions, and notes.

4. Meet or exceed predetermined sales goals and campaign deadlines. Ensure that customer service and sales team do the same.

5. Build business intelligence reports and schedule saved reports as assigned.

6. Participate in calling campaigns to support THT’s strategic and revenue goals.

7. Assist in following up with customers on issues with scheduled payments.

8. Prepare daily sales reports, complete bank deposits, and address the daily accounting needs of the finance team as assigned.

9. Assist in preparing final box office reports and completing event settlements as assigned.

10. Assist with all ticketing accounting including daily reports, deposits, and cash handling.

11. Assist in Implementing, documenting, and maintaining ticketing policies and procedures.

12. Perform other duties as assigned.

OTHER ESSENTIAL FUNCTIONS:

1. Adhere to the organization’s values at all times and in all interactions with staff, volunteers and members of the public.

2. Fully comply with the organization’s rules and regulations for the safe and efficient operation of all spaces.

SKILLS AND SPECIFICATIONS:

The employee must possess the following knowledge, skills and abilities and be able to demonstrate that they can perform the above responsibilities and essential functions to a high level of competency, with or without reasonable accommodation.

1. Flexibility and ability to work day, evening, and weekend hours to meet the communications needs of the theatre.

2. Excellent verbal communication skills.

3. Proficient computer skills with the ability to learn new software.

4. Excellent organizational, project management and time management skills.

5. Ability to independently manage and coordinate numerous projects and tasks simultaneously.

6. Ability to effectively deal with internal and external customers with high levels of patience, tact and diplomacy.

7. Ability to work in a fast-paced environment with attention to detail.

8. Ability to sit or stand for extended periods of time.

9. Ability to lift, move, and/or carry up to 40 pounds at times.

10. Reliable transportation.

EDUCATION AND QUALIFICATIONS:

1. High School diploma or equivalent.

2. Two years of customer service experience.

3. Fluency in Spanish is desirable.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Application Question(s):

• How did you learn about this open position?
• Are you available to work day, evening, and weekend hours?

Experience:

• Customer service: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person