Senior Coordinator, GPAC Patron Services

• Auburn University was named a “Best in Alabama” employer by Forbes! Our employee longevity speaks for itself, with employees staying an average of ten years.
• Competitive state benefits including retirement plan vesting at 10 years of service, generous leave accrual, and parental leave opportunity.
• Auburn University tuition assistance for yourself and your dependents. Employees can take 15 hours of classes for free, and dependents receive a 50% tuition waiver.

• Coordinates ticket fulfillment processing to include seat assignments, CRM payment processing, customer service best practices, reporting, and cash management accounting for all cash, check, credit card, and voucher transactions complying with University guidelines and policies. May serve as Box Office lead for performances and events based on assigned schedule.
• Provides customer service to patrons in person, by telephone and e-mail. Presents opportunities for special offers, performances/events, and services. Delivers positive and accurate information and assistance in response to inquiries. Listens to and resolves patron issues in a polite, friendly, and helpful manner. Professionally represents the University to all who visit the Box Office and Front of House.
• Provides assistance with CRM ticketing and point-of-sale software and hardware functionality and maintenance, event and series implementation and scaling, patron data analysis and reporting ticket sales, collections, and all other Box Office responsibilities associated with CRM ticketing software and hardware.
• Serves as the lead House Manager for performances and events ensuring venues are clean, orderly, and safe before, during, and after each performance/event. Working with the stage manager, determines when the house is ready to open to the audience. Co-manages the training of ushers ensuring they are familiar with the venues, routes of egress, and all safety procedures.
• Assists in the instruction and training of box office and front of house personnel in customer service, ticket order processing, ushering, house management, and other Front of House positions.
• Assists in house manager and usher training to ensure familiarity with venue layouts and basic safety procedures.

• Bachelor's degree in Theatre, Theatre Management, Arts Administration, Business Administration, Sports Management, or a related field plus 2 years of experience in sales and service by phone, in-person, and online. Front of House and/or lobby experience as a house manager, lead usher, and/or usher for performances and/or events in theatres, arenas, and/or stadiums. Experience working with CRM ticketing software in sales, service, and financial reporting.

• High school diploma or equivalent plus 6 years of experience in sales and service by phone, in-person, and online. Front of House and/or lobby experience as a house manager, lead usher, and/or usher for performances and/or events in theatres, arenas, and/or stadiums. Experience working with CRM ticketing software in sales, service, and financial reporting.

• Ability to handle varied situations that might arise such as stressful customer service situations with box office ticket sales and service.
• May encounter stressful customer service situations with patrons in the theater prior, during, and after performances as it relates to their needs, comfort, etc.
• May encounter emergency medical situations with patrons at performances. May encounter emergency safety situations at performances.
• Front-of-House and/or lobby experience as a house manager, lead usher, and/or usher for performances and/or events in theatres, arenas, and/or stadiums.

• Strong knowledge of computer applications in Windows environments, including CRM ticketing software.

• CPR and AED certifications are required or must be obtained within the first 30 days of employment.

• Cover Letter

• Other

Auburn University