Audience Services Representative

Company Overview About Us

The Grand Theatre is located on the traditional territories of the Anishinaabek, Haudenosaunee, and Lunaapéewak Nations. We value the significant historical and contemporary contributions of local and regional First Nations, and all the Original Peoples of Turtle Island (colonially known as North America). We acknowledge the traditional lands upon which we live, work, share, and tell stories together.

The Grand Theatre is known for world‑class theatre created and built in London, Ontario. As southwest Ontario’s premiere producing theatre and one of the most beautiful theatre spaces in Canada, the company has deep ties to the community and to its artists, artisans, and technicians. We are World Curious. London Made. As a vibrant cultural hub and not‑for‑profit professional theatre, the Grand serves to gather, inspire, and entertain audiences in London and beyond.

The Grand Theatre is committed to creating and practicing a company culture that ensures an accessible, equitable, inclusive, and welcoming space for all. We encourage applicants to review the Grand’s commitments to Equity, Diversity, Inclusion and Reconciliation on our website to confirm that your personal and professional values are aligned with this vision, and we invite you to reflect on these commitments in your submission.

We are committed to building a diverse workplace and as such we encourage candidates to self‑identify as members of equity deserving groups such as members of the BIPOC community, and/or 2

SLGBTQ+ community. Please let us know if you require accommodation(s) at any stage of the application process.

The Opportunity

Dynamic and experienced Audience Services Representatives are an important part of our busy Box Office team. These are ongoing, part‑time positions, with hours scheduled up to a maximum of 35 hours per week.

As an Audience Services Representative at The Grand, you’ll provide warm, knowledgeable customer service while actively supporting ticket sales and audience development. You’ll be a welcoming first point of contact for many patrons and an important ambassador for the Grand Theatre.

You’ll help customers find the right tickets, subscriptions, packages and experiences while identifying opportunities to promote shows, offers, benefits and donations. The ideal candidate is someone who genuinely enjoys helping people and is confident turning those conversations into sales.

Typical shifts available are as follows but may vary by week, by show, by need.

• Weekday: 4:00 pm – 8:00 pm
• Saturday: 11:00 am to 8:00 pm
• Sunday: 11:00 am to 3:00 pm

• Maintain a welcoming, positive and friendly experience for all Grand Theatre patrons & special guests
• Answer customer calls and in‑person inquiries, providing information and assistance
• Sell tickets, subscriptions, packages and gift certificates
• Process payments, complete ticket exchanges, and print, package and mail tickets
• Actively promote performances, offers, benefits, subscriptions and other sales opportunities
• Build customer database through the collection & accurate entry of information to our ticketing system
• Perform opening and closing procedures, as required
• Other duties as assigned included but not included: provide support to special ticketing projects, re‑seating, street team on‑site sales, as required and directed

• Experience working in a sales, retail, call‑centre or customer service environment; previous ticket sales or Box Office experience is an asset
• A demonstrated ability to sell, and recommend products or services
• Strong interpersonal skills, with the ability to understand customer needs and recommend appropriate offerings
• Strong communication, initiative and organizational skills, with the ability to balance excellent customer service with a proactive approach to sales
• Exemplary customer service and communication skills including the ability to communicate clearly and professionally in writing, including through email.
• Strong organizational and time management skills
• Ability to perform basic mathematical calculations…