Patron Services Lead; PT

Under the direction of the Cultural Front of House Coordinator this position prepares, organizes and administers box office functions of the Cultural Department and the Parker Arts, Culture and Events (PACE) Center, as well as assisting with events and administrative tasks. This position works cooperatively with event promoters, coordinates ticket sales, schedule and reports, performs office functions, provides customer service including ticket sales, refunds and issues, and interfaces with the public, donors, performers and staff.

All duties and responsibilities described below are performed under the direction of, or in the absence of the Cultural Front of House Coordinator.

In House Lead capacity, oversees lobby and theater during performances, ensuring safety and quality standards are met. Works with the Outreach Specialist to recruit, train and schedule ushers. Maintains accessibility equipment. Coordinates with the Box Office, Technical, Administrative and Concessions staff to ensure smooth running of all performances with emphasis on public safety and an enjoyable audience experience. Reviews customer requests for service to evaluate levels of service, types of requests or problems.

Assist in providing on-site maintenance and operation of the computerized ticketing system, including building events for the Cultural Department and theater renters, maintaining the patron/contact database and ensuring performance information for ticketed shows on Cultural Department web site is accurate.

Assist in coordinating ticketing for PACE and Schoolhouse Theater rental groups and provide sales reports to renters. In conjunction with Assistant Cultural Directors for Programs, and/or other management staff as needs dictate, coordinate final rental ticket revenue payment.

Assist in the administration of special offers, group sales, complimentary tickets and ticket adjustments.

Assist in the management of box office finances including handling of cash, checks and credit card payments from tickets, merchandise, and concessions income. Prepare cash banks for concessions, box office and petty cash. Prepare settlement reports to performers and manage ticketing inventory when necessary.

Work with the Town of Parker finance department to oversee daily financial reconciliation reports and to investigate and correct discrepancies as they occur and act as primary liaison with credit card processing agencies.

Assist in the management of all customer service functions including sales, refunds, gift cards, ticket transfers and seat change requests. Act as secondary point of contact for special requests and complaints.

Assist in the coordination of group sales initiatives and act as secondary contact for group sales and complimentary tickets.

Assist in the training and scheduling of Patron Services personnel and help ensure the front desk and House Lead adequately staffed during open hours. Work in box office sales as needed.

Assist in providing software support for ticketing system; work with the Town IT Department and ticketing system on equipment repair or maintenance.

Provide excellent customer service and ensures the same from all assigned staff. Create positive relationships with facility users and renters and works to resolve problems. Responds to inquiries and issues from the public; prepares correspondence in response to requests for information, complaints and other public information matters. Researches and resolves complaints and problems.

Serves as facility staff on duty as scheduled. The ability to work a flexible schedule including evening and weekend hours is required. Holiday work may be required.

Execute reconciliation of purchases made with the Cultural Department’s Purchasing Card, facilitation of UPS and Fed Ex shipments, assist in ordering of office and printer supplies, transaction of art sales in Aloha including completion of artist commission check requests, break room maintenance and dishes, staff contact list including notation of TIPS and other training status, mail distribution, scheduling of facility and IT requests as necessary, and other duties as necessary.

Serve as…