Bethel Woods Center for the Arts is a nonprofit 501(c)(3) cultural organization, located in Bethel, New York, at the National Register historic site of the 1969 Woodstock festival. We are committed to building upon our rich history of peace and music by providing extraordinary experiences and access to the arts. We envision a world made better through the power of music and the arts.
Salary: $22-$26/hour
Job Summary
Manage the day-to-day operations of the Box Office at Bethel Woods Center for the Arts including staffing, customer service, and ticketing support while under the supervision of the Senior Manager of Ticketing.
Job Duties
Staffing:
- Scheduling, training, and continual motivation of Box Office seasonal and part-time staff to ensure proper coverage
- Payroll reporting of time and punches
- Overtime and cost minimization
- Perform exit interviews of box office staff to assist in season evaluation
- Proper maintenance of ATM machines, including reports and reconciliation
- Reconcile weekly box office deposits with the accounting department
- Create and implement a sales and data capture incentive program for the Box Office seasonal and part-time staff
- Maintain the Box Office environment as a respectful, enthusiastic, positive, and friendly workplace
Ticketing:
- Sells and/or supervises the sales of tickets
- Accounts for all ticket sales in accordance with rules and regulations, utilizing sound accounting practices
- Responsible for customer relations at the ticket windows, and over the telephone and maintains good public relations with patrons
- Assist Senior Manager of Ticketing with event builds and inventory management
- Creates and manages all Museum and Museum Education events via the Ticketmaster system
- Responsible for the creation and management of all upsell events via the Ticketmaster system
- Maintain and troubleshoot all events to ensure ticket scanning operation runs efficiently
- Obtaining as much customer data as possible without hindering the speed of service
- Manages Ticket & Arts Access program, including but not limited to coordinating with the Grants department for funding, outreach to current and potential community partners, and fulfilling all ticket requests
- Coordinates with the Marketing department to fulfill all promotional ticket requests
- Customer service
- Effectively communicating with customers in person, through email, and over the phone
- Serves as the primary contact on the company's Zendesk account
- Identifies new opportunities to expand Zendesk capabilities across all departments
- Reports on customer service practices, including speed and quality of responses
- Maintaining positive customer relations and working to improve the overall customer experience
- Monitoring and addressing all Box Office-directed emails, voicemails, and phone calls in a timely manner
- Responds to and/or resolves guest complaints as appropriate or escalates guest feedback to management as appropriate
- Ensures the completion and proper communication/escalation of guest requests and other concerns to the appropriate department
- Ensures customer satisfaction by analyzing complaints, concerns, and suggestions to lead process and communication improvements
- Establishes and maintains trust and rapport with clients through appropriate coordination of new and existing accounts to ensure repeat business
Group Sales:
- Actively pursues new business for group visits, and identifies opportunities to acquire new leads, including making cold calls, attending events, and delivering effective presentations to large and small groups
- Establishes and maintains trust and rapport with clients through appropriate coordination of new and existing accounts to ensure repeat business
- Serves as the primary point of contact for existing customers and coordinates with internal and/or external constituencies to obtain price estimates, generate contracts, book visits, resolve complaints, or perform other similar duties
- Compiles reports regarding sales activities and monitors progress toward established visitation goals
- Identifies opportunities to enhance programs and offerings
- Assists with the development of sales plans, policies, and procedures; assist with efforts to market and promote services, programs, and offerings
- Performs miscellaneous job-related duties as assigned
Qualifications
- Computer skills are a must, with knowledge of MS Outlook, MS Word, MS Excel, and MS PowerPoint
- Associate degree or 2-3 years of work experience in accounting, business, hospitality, customer service, or related field (preferred)
- Knowledge of Archtics and Ticketmaster preferred
- Knowledge of Zendesk or other CRM systems preferred
- Possess strong customer relations skills to deliver and uphold exemplary customer service standards
- Willingness to work irregular and flexible hours, including nights and weekends
- Ability to handle stressful situations and a fast-paced environment
- Ability to follow written and oral instructions
- Detail-oriented with very strong follow-up skills
- Good organizational skills with the ability to handle multiple tasks
- High energy, resilience, adaptability, and a passion for excellence