Part-Time (Hourly) Patron Services Manager
The College of Performing Arts at Rowan University seeks a part-time Manager of Patron Services responsible for overseeing and participating in ticketing/front of house, managing student worker staff, maintaining a patron database/CRM system, and serving as the voice of the patron in providing feedback to leadership.
Oversee all aspects of Box Office Operation (Time Allocation: 50%)
Address patron concerns and requests promptly and develop procedures to improve patron experiences going forward
Participate in all day-to-day and day-of-show functions of the box office, including but not limited to: taking ticket orders, distributing tickets, advance sales, and daily reconciliation of ticket inventories and income
Hire, develop, and coach box office staff to provide the highest level of customer service and cash management compliance
Create, maintain, and communicate clearly a schedule of worker coverage for all CPA events with regard to budget that will ensure highest level of customer service delivery
Prepare, submit for verification, and file box office statements for all events
Manage ticket printing for all ticketed events
Manage box office phone operation, including selling advance tickets, and fielding phone calls for all events in Pfleeger Concert Hall, Boyd Recital Hall, Tohill Theatre, and the Black Box Studio in Bunce Hall
Respond regularly to ticket and box office email inquiries via email@example.com
Oversee all aspects of Front of House Operations (Time Allocation: 25%)
Coordinate and improve upon all customer service activity relating to patron parking, wayfinding, signage, and lobby experience, ensuring the highest professional standards
Hire, develop, and coach ushers to provide the highest level of customer service
Liaise with Facilities staff to evaluate current protocols and identify areas needing improvement to deliver an optimal patron experience while achieving audience development goals
Maintain a clean, current, and highly functional Patron database, in collaboration with the Director of Community Engagement & Presenting, the Media & PR Coordinator, and other CPA staff (Time Allocation: 25%)
Availability to work nights, weekends, holidays, and irregular hours
Previous work experience with a professional performing arts venue or organization
Previous work experience with customer service delivery and cash management
Bachelor’s degree in a related field
Enthusiasm for playing a critical role in cultivating and serving a thriving community of Rowan University Performing Arts Patrons
Ability to multi-task and respond quickly and accurately in a fast-paced, high volume environment
Excellent organizational skills and demonstrated track record in accurate record-keeping and cash reporting
Demonstrated track record in self-direction, team leadership and collaboration skills
Understanding of confidentiality best practices when dealing with sensitive personal information
Ability to lift up to 20 lbs.
This part-time position is for ten (10) to twenty (20) hours per week but is not to exceed 944 hours per fiscal year. Work is contracted annually to coincide with the fiscal year and is contingent upon budget appropriations.
This position is not open to current Rowan University students.
Only completed online applications submitted before the deadline will be considered.