Position Description
The historic Count Basie Center for the Arts, in the ever-growing and beautiful downtown Red Bank, New Jersey, is seeking an outgoing, service-oriented, experienced Box Office Manager to supervise our ticket sales operations.
Organizational Background
Founded in 1926, The Count Basie Center for the Arts is New Jersey’s premier center for the cultural arts, with a mission to Inspire, Educate and Entertain through its variety of live events, opportunities in arts education and community engagement. Every year, tens of thousands of students and more than a quarter million eventgoers experience Count Basie Center programming.
Over the last decade, the Basie Center organization has grown to include two performances spaces (the historic Hackensack Meridian Health Theatre and The Vogel), Basie Center Cinemas, community theatre company Phoenix Productions, and the Grunin Arts & Education Building, home to all Turner Academy of the Arts programming, including the Count Basie Center Conservatory of Music.
The Count Basie Center embraces and amplifies positive change through diversity and inclusion — from our offerings onstage, to our work in the community and our efforts to recruit the best possible workforce for our nonprofit organization.
Job Description
Reporting to the Director of Ticketing & Venue Engagement, the Box Office Manager is responsible for the day-to-day oversight and management of the Box Office for the Count Basie Center’s two on-site venues and is the lead on all customer service issues. This position works in tandem with the Operations, Marketing, Development, Finance, House Staff, Production, Facilities and Education departments. The Box Office Manager is responsible for scheduling, managing and providing leadership to the Box Office Associates, tracking daily sales and deposits, providing excellent customer service to all theatre patrons and external clients, and ensuring that all revenue-generating opportunities are maximized. The Box Office Manager will also serve as the Count Basie Center’s ADA Coordinator. This role is highly visible and interacts with patrons, sponsors, members, vendors, clients and resident arts organizations (CODA, New Jersey Symphony, Monmouth Civic Chorus). The Box Office Manager always leads by example and provides the highest level of customer service to everyone who enters the venue. Evening, weekend and holiday availability is essential for this role.
Key Responsibilities:
· Schedule, manage and provide leadership to the Box Office Associates both for daily shifts and events at either of the Count Basie Center for the Arts venues
· Act as the frontline for customer service issue resolution to ensure a positive experience for all
· Prepare and deliver daily internal ticket sales reports
· Prepare and deliver customer lists and other ticketing-related data at the request of department heads
· Create parking events, discounted and special offers, restaurant partner vouchers, resident arts organization performances and other ticketing builds as directed on the Ticketmaster system
· Assist in setting up, coordinating and executing VIP/Fan Club offers with artist management, agents, VIP hosting companies, etc.
· Facilitate and process group sales, sponsor/member orders and internal buys
· Facilitate and process tickets for the Families First program, artist guest list and other comp tickets
· Oversee the issuing, distribution and redemption of Count Basie Center gift certificates
· Manage Phoenix Productions Subscription sales, renewals, subscriber communications and retainment
· With assistance from the Director of Ticketing & Venue Engagement, hire, train and motivate the Box Office staff and promote a professional and supportive work environment
· Develop and maintain documentation and training material on Box Office policies and procedures
· Review and approve payroll for Box Office Associates
· As the Count Basie Center’s ADA Coordinator, ensure ADA Accessibility compliance as it pertains to ticket sales, facilitate securing/providing any necessary accommodations and notify House Staff and Facilities teams of seating changes
· Set a positive example for the Box Office staff by demonstrating professional and expert customer service skills, respond promptly to customer inquiries and requests, and develop training program for Box Office personnel in customer service standards
· Assemble daily cash sales reports and weekly deposits, reconciling any issues between ticket sales and the financial department including shortages or overages in cash drawers, chargebacks, etc.
· Pull and prepare parking lists for lot attendants during events
· Maintain organization of the Box Office, ensuring supplies are stocked and making orders as necessary
· All other duties as assigned
Qualifications:
· Minimum 4 years managerial experience required
· Minimum 4 years Box Office/ticketing experience required
· Previous experience with Ticketmaster, AXS or Tessitura required
· Outstanding leadership skills with the ability to go above and beyond for patrons, peers and upper management
· Excellent organizational skills with the ability to work in a collaborative environment, prioritize and manage multiple, ongoing projects
· Superior customer service skills with the ability to efficiently and effectively resolve issues for internal and external customers, frequently, in a time-sensitive manner
· Excellent written and verbal communication skills
· Position requires the ability to accommodate a flexible schedule, including evenings, weekends and holidays, as well as being able to perform in a fast-paced, dynamic work environment
This is a full-time, exempt position and eligible for the Basie’s competitive benefits package that includes paid time off (personal, sick and vacation), insurance (health, dental, vision, life, long and short-term disability) and a 401(k)-retirement plan including company match. The annual salary range is $50,000 - $60,000. Interested candidates should apply on The Basie website at https://thebasie.org/jobs/ .No phone calls please.
