Counter​/Show Lead

Position: Counter / Show Lead
The application window for this position has an anticipated end date of 02/27/2025.

Company Overview

The Denver Center for the Performing Arts (DCPA) is one of the largest non-profit theatre organizations in the nation, presenting Broadway tours and producing theatre, cabaret, musicals, and innovative, immersive experiences. Through these experiences and alongside our robust Education program, we engage hundreds of thousands of visitors each year.

The DCPA's workforce includes more than 300 employed team members in non-union and union positions (in partnership with seven unions). In addition, we employ hundreds of artists and contractors annually. We have a strong volunteer program which includes more than 300 volunteers.

Our Mission: "We engage and inspire through the transformative power of live theatre."

Culture Statement

For more than 40 years, creativity and community have been the foundation of the Denver Center for the Performing Arts' success. As a leading cultural organization in the Rocky Mountain West, we are actively participating in a cultural evolution of belonging and anti-racism.

Our commitment to reflect the diversity and priorities of our community - in our workplace, audience and programming - has never been more present.

We believe that the theater can transform us - and be transformed by us. We invite you to be part of our Team.

Job Purpose

A Box Office Counter / Show Lead fulfills the same duties as all other DCPA ticket and subscription agents with the added responsibilities of managing walk-up counter and night of show will call window operations, various reporting, and fulfillment of VIP ticket requests. A Counter / Show Lead must be an expert in all aspects of ticket sales, subscription offerings, night of show procedures, and more, to confidently train and advise others on the correct fulfillment processes.

Counter / Show Leads often work independently and are trusted with making informed customer service judgment calls with little supervision.

Duties and Responsibilities

• Complete night-of-show procedures, including post-show reporting.

• Oversee ticket window operations

• Communicate with house management

• Deposits

• Lead ticket agents during counter/show shifts

• Assist with VIP ticketing requests and assignments

• Assist Box Office Managers with projects

• Complete daily duties in the Subscriber Services department

1. Assist subscribers with requests via telephone, email, fax, or mail

2. Assign and adjusting seating and schedules for subscribers

3. Assist subscribers with exchanges

4. Make subscription/membership recommendations to potential subscribers based on guests' wants and needs

5. Ensure that subscriber contact information is correct in the CRM

Qualifications

• Previous Tessitura experience preferred

• Previous experience in theatres, museums, or other entertainment/hospitality venues with cash and inventory management experience

• Previous experience in supervision or leadership of others

• Previous experience and background in high-paced, customer service and problem-solving business venue

• Availability and desire to work approximately 36-40 hours per week, with a varied schedule, including evenings, weekends, and Holidays

• Expert experience with computers, including knowledge of Outlook, Excel, and Share Point

• Success working both independently and as a part of a team with little supervision

• Bachelor's degree preferred, or equivalent combination of education, training, and experience.

• Ability to travel to off-site location(s) for scheduled shifts.

Supervisor Responsibilities

Opening and closing responsibilities to include making nightly deposits.

Working Conditions

This position operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position may operate in a hybrid environment in which select days may be remote.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear, remain in a seated, stationary position approximately 80% of scheduled shift, and consistently communicate over the phone, email and in…