The New Group is hiring: Box Office and Audience Services Supervisor in New York

Box Office and Audience Services Supervisor

Reporting to the General Manager, the Box Office and Audience Services Supervisor leads the Audience Services team in executing box office and front of house functions for The New Group. The regular schedule for this position is 35 hours per week, generally in alignment with the production calendar. As a customer-facing role, this position is expected to be present for performances and cover phones/emails during scheduled Box Office hours five days a week when The New Group is actively in production. They will hire, train and supervise a team of Audience Service Associates.

This is a full-time hourly, temporary, non-exempt position with a pay range of $25-28 per hour. Part-time training hours to take place in December; full-time employment is expected beginning in January through mid-April, with the possibility to extend.

About The New Group

Founded in 1995, The New Group is an award-winning, artist-driven company with a commitment to developing and producing powerful, contemporary theater. In addition to producing three annual productions, the organization’s New Group/New Works play and musical development program champions original works by emerging and established authors. The New Group also operates a variety of theater education programs that provide opportunities for artistically inclined middle school, high school, and college students.

Primary Responsibilities will include:

• Hire, schedule, train, and supervise Box Office and Front of House Team of Audience Service Associates and ushers to provide effective coverage of phone shifts, will-call shifts, front of house shifts and events shifts.
• Contribute to and enforce The New Group’s Box Office/Front of House policies and procedures.
• Lead customer service activity and, with the Director of Marketing and the Manager of Individual Giving and Special Events develop and review best practices for service, engagement, and accessibility.
• Maintain accurate ticket inventory for all events:
  • Provide regular, proactive updates on ticket inventory to Marketing and General Management departments.
  • Process VIP and staff ticketing requests and work with Senior Staff and the Company Manager to manage ticket inventory.
  • Update ticket prices and holds, and allocate inventory, according to directions from the Director of Marketing and the Spektrix Data & Operations Manager.
• Liaise with facilitators for engagement events and accessibility initiatives related to performances (talkbacks, sign language interpreters, open captioning, etc.).
• Execute communication during canceled performances and assist guests with rebooking and refunds, based on the Director of Marketing’s direction.
• Monitor box office and front-of-house supplies and venue needs and communicate needs to General Management.
• Facilitate ticketing and front of house needs for readings and events.
• Serve as lead Audience Service Associate for 80% of shifts:
  • Provide engaged customer service by phone, email, and in-person and effectively resolve issues.
  • Process transactions and data entry in Spektrix with accuracy and attention to detail and ensure that customer data is accurate.
  • Maintain current Certificate of Fitness (F-03) Indoor Place of Assembly Safety Personnel Certification with the FDNY, enforce safety procedures, and keep required safety logs.
  • Complete and distribute Shift Reports.
  • For Phone shifts: answer inbound and outbound calls and emails, and process single ticket sales, membership orders, donations, and exchanges in Spektrix.
  • For Will Call shifts: print, prepare, and distribute tickets; distribute access materials such as assistive listening devices; and deliver VIP notes.
  • For Front of House shifts: set up signage, coordinate audience entry and egress, scan tickets, distribute programs, greet and seat latecomers, and monitor the house.

Knowledge, Skills, and Abilities

• Experience with Spektrix or other CRM databases and electronic sales interfaces.
• Experience supervising and scheduling hourly and/or shift workers.
• Experience in establishing and maintaining organizational systems for team workflow and information sharing.
• Ability to successfully meet the requirements for the FDNY F-03 certification.
• Ability to frequently move throughout the premises, including navigating multiple levels, to provide an attentive presence. Must be able to safely and periodically lift and transport items weighing up to 30 lbs for set-up and preparation duties.
• Ability to clearly and professionally convey information, instruction, and authority to others, both in-person and via telecommunication
• Ability to actively listen, express empathy and encourage calm, to set boundaries, and maintain composure in stressful situations.
• Ability to exercise good judgement, to make informed decisions, and to learn and follow procedures.

Even if you don’t meet all the listed qualifications, but you know you have what it takes to do this job, we encourage you to apply. Use your cover letter (or other introduction and summary of your applicable expertise) to show us how your skills and expertise align with the responsibilities of this role.

This is a full-time hourly temporary, non-exempt position with a pay range of $25-28 per hour. Part-time training hours to take place in December; full-time employment is expected beginning in January through mid-April, with the possibility to extend.

The New Group embraces diversity in all forms and encourages applications from all qualified candidates. The New Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. If reasonable accommodation is needed to participate in the job application or interview process, please contact us at jobs@thenewgroup.org.

How to Apply

To apply, please submit a cover letter (or other introduction and summary of your applicable expertise) along with a resume to jobs@thenewgroup.org . Please include “Box Office and Audience Services Supervisor” in the subject line. No phone calls please.

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