Patron Services Manager (Box Office and Database)

Position Title : Patron Services Manager (Box Office and Database)Pay Range : 50,000/Year - 55,000/YearStatus : Full-timeClassification : Exempt - SalariedDepartment : Front of HouseOrlando Shakes in partnership with UCF, Central Florida's leading professional regional theater company, is searching for a full-time Box Office & Database Manager to supervise its team of guest services associates, ensure accuracy of the database and provide data analytics to colleagues for data driven decision making.Reporting to the Executive Director, the selected candidate will be responsible for managing the day-to-day operations of Orlando Shakes' Box Office while ensuring the highest level of guest satisfaction for patrons and donors through phone, web, and in-person communication and contact in a fast-paced, exciting regional theater environment.The Patron Services Manager will work closely with our Community Programs Manager, Guest Experience and Operations Manager, Development, and Marketing & Communications departments.Responsibilities Include (But Are Not Limited To):Manage and supervise the Patron Services team including, but not limited to, training, policies and procedures, and staff schedulingAdminister the CRM software, Spektrix (and DotDigital), including generating and maintaining production and program inventory, creating and implementing season subscription and individual ticket packages, and managing sales data. As the designated superuser for Spektrix, will also assist in training new team members across the organization to use the systemPrepare and distribute reports including daily and weekly sales reports, financial transaction reports, and event reportsProvide financial settlement and accountability for all ticket sales revenuePrepare, manage, and track Box Office budgetEstablish a positive, creative, and professional work environment and motivate staff to participate and adapt to dynamic and challenging situations.Exercise confidence, kindness, and mentorship in speaking to and working with team members when something needs to be improved or retrainedOversee and assign daily flow of in-person, phone, and email channels to Box Office staff and ensure all inquiries receive a timely replyRespond to patron questions, concerns, or complaints, and manage difficult or emotional patron situationsRemain calm and diplomatic with escalated issues, resolve high level patron concerns using exceptional problem-solving skills to quickly achieve a mutually satisfying result and rebuild trustServe as Guest Services representative during performances and on an as-needed basis. Schedule should reflect leadership presence for high demand periodsApprove timesheets and ensure timely submissionAssist with seasonal allocation of subscription tickets and mailingsAnd other duties as assigned by the Executive Director.Required QualificationsAdvance knowledge of event ticketing and CRM software, preferably Spektrix and DotDigitalStrong computer skills with proficiency in Google Suite and Microsoft Office SuiteAbility to manipulate database software to store, retrieve, and compile information into report formatStrong organizational skills with the ability to manage multiple projects and deadlines effectively.Excellent interpersonal, customer service, and communication skills, capable of working collaboratively with diverse groups including Board members, onsite colleagues, and external partners.Ability to work independently, as well as part of a team, with a high level of initiative and self-motivation.Demonstrated commitment to and understanding of diversity, equity, inclusion, and belonging.Ability to meet tight deadlines and work well under pressure.Strong verbal and written communications skills.Interpersonal skills and ability to work in an agile, fast-paced environment required.Willingness and understanding to work flexible hours as needed.Ability to manage a variety of projects and requests quickly and efficiently. Able to multi-task projects concurrently, while maintaining quality.Education / TrainingBachelor's degree in Business Administration, Accounting, Theater/Arts, Communications, or a related field and/or equivalent experience/trainingMinimum of 2-3 years of experience in a performing arts box office management, customer service, business administration role, including scheduling, hiring, and managing staffPreferred QualificationsTwo (2) years of experience managing a customer service departmentFamiliarity with the art, culture, and/or entertainment (e.g. live events, professional or intercollegiate athletics, theme parks, etc.) environment.Critical thinking skillsAbility to speak Spanish a plusAbility to grasp and understand business concepts and issues, while demonstrating knowledge of market and competitionAbility to deal with others if conflict arises; ability to find a solution for or to deal proactively with work-related problemsAbility to use thinking and reasoning to solve problemsAbility to communicate in writing clearly and conciselyPossessing the trait of being organized or following a systematic method of performing tasksProven record of providing superior customer service with excellent interpersonal communication skillsConfident and assured in public interactions, superior conflict resolution skillsAccommodate a flexible schedule including weekends, evenings, and some holidaysExperience with Spektrix and DotDigitalAbility to appropriately manage confidential informationPhysical DemandsRequired to sit and/or stand for long periods of timeRequired to talk and hearNoise level in the environment is moderateMay be required to lift up to 25 lbsReasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the positionSpecific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focusWork environment can include the box office, administrative offices, public spaces, theatrical spaces, scenic, paint, and costume shops, dressing rooms, backstage, and break areasAdditional notes:This position is for a full-time Box Office & Database Manager on-site at Orlando Shakes' in the John & Rita Lowndes Shakespeare Center in Loch Haven ParkThe ideal candidate must be detail-oriented, a team player, and have the ability to work on multiple projects in a fast-paced, and at times, high-pressure environmentAbility to take feedback from multiple sources and translate that into meaningful improvementsReports to the Executive DirectorWorks alongside front of house, guest experience, communications and marketing colleagues and consultants, audience development, community relations, development, operations, and production colleaguesAttends staff, management, and other meetings as requiredServes as ticket office representative on performance days; fill-in for Box Office staff as-neededBenefits403(b) retirementHealth InsuranceDental Insurance (at no cost to employee)Vision Plan (at no cost to employee)Free telehealth visitsPaid time offAdditional paid federal holidays offFree & discounted family & friends tickets to performancesSchedule:40-hours/week (afternoons and evenings) Monday through Friday (off-season); Wednesday through Sunday (in-season), including (potentially) some holidaysWhen applying, please include a cover letter and resume (required). No phone calls, please.