Box Office Coordinator – TOBi Services – Fiscal Focus

The Tobin Center - San Antonio

Job Type: Administration
Closing date: 08/16/2018

Company description

The Tobin Center for the Performing Arts has transformed performing arts in San Antonio delivering both a world-class venue and world-class performances for everyone. The Tobin strives to excite all ages, cultures, and lifestyles with a “something for everyone” motto.

The Tobin Center for the Performing Arts’ mission is to provide a world-class venue that promotes a diverse range of cultural, educational and artistic experiences that improve the quality of life in San Antonio.

The Tobin Center is a new facility that incorporates the front façade of the historic San Antonio Municipal Auditorium. Construction began in the summer of 2011 and the facility was opened in September of 2014.

The facility is comprised of three venues:

  • A 1759 reserved seat or 2100 general admission capacity performance space with acoustics adjustable for both acoustic and amplified music presentations. The main floor is convertible from traditional theatrical seating to a flat floor capable of seating 600 or more for a banquet or cabaret style event.
  • A 250 seat studio theater with numerous flexible seating arrangements.
  • An exterior venue along San Antonio’s famous River Walk that is utilized in many different ways including: free movie nights, farmers markets, fitness on the plaza, concerts, and more.

HR Details

  • Salaried
  • Vacation, sick leave and paid holidays
  • 401K
  • Full medical, vision, dental and life
  • Position is Exempt

 

Position Summary

The Box Office Coordinator – Fiscal Focus, under direct supervision of the Box Office Manager, supports the Box Office Manager and the Box Office Customer Service Representatives in the daily operation of our state-of-the-art, centralized box office, serving several major San Antonio arts organizations.  Among the organizations served are The San Antonio Symphony, Ballet San Antonio, Opera San Antonio, Classical Institute of San Antonio, Youth Orchestra of San Antonio, San Antonio Chamber Choir and Children’s Chorus of San Antonio.  In service of these organizations the Box Office must be available during many flexible hours, nights and weekends, including some holidays to provide service during shows and on sale events.  The Box Office Coordinator – Fiscal Focus will be on the front line interacting daily with our patrons and providing for their needs. The Box Office Coordinator – Fiscal Focus is responsible for the coordination and training of the box office staff, and ensuring adherence to policies and procedures. In coordination with the Box Office Manager and the Box Office Coordinator, this position will help lead a team of customer service professionals that reflects the quality and grandeur of The Tobin Center for the Performing Arts.

Responsibilities

  • Support of Box Office Manager during day to day operation of a centralized box office.
  • Act as Manager on Duty when the Box Office Manager is unavailable.
  • Maintains the box office vault following established fiscal policies in regards to balance, cash advances, and auditing procedures
  • Handle the processing and monitoring of financial reports, deposits, and donation and sales transfers on a weekly, monthly, quarterly, and yearly basis.
  • Provide feedback to Box Office Manager in regards to customer entertainment preference and purchasing habits.
  • Supervising the closing and balancing of daily sales for events and the filing of cash settlement reports and payments.
  • Assist Box Office Customer Service Representatives with resolution of customer concerns, requests, and/or complaints in a timely, courteous and informed manner.
  • Assist with ticket office efforts regarding special sales periods (i.e. option periods, season sales, comps) and daily ticket sales.
  • Assist with processing season ticket orders for The Tobin Center and coordinating seat assignments for patrons.
  • Process phone and in person orders using TOBi system based in AudienceView CRM.
  • Engages with key customers and assists them with their ticketing needs.
  • Maintains quality database entry practices when coordinating database maintenance project for self and staff.
  • Train new Customer Service Representatives in the use of the AudienceView CRM software and the box office policies and procedures.
  • Help to maintain box office standard operating procedures (SOP’s) and the box office manual.
  • Maintain extensive information page on AudienceView for CSR’s using HTML and CSS
  • Lead staff for system data retrieval, seat map reports, and specialized report design.
  • In coordination with the Box Office Manager, the Box Office Coordinator – Fiscal Focus supervises ticketed events on weekends and in the evening, in addition to a regular weekly schedule.
  • Troubleshoot night of show issues in a professional manner.
  • Maintains a knowledge of industry standards to create a level of standards and knowledge in the box office that enables the organization to conduct business in a manner that exemplifies the best of the industry.
  • Maintains knowledge of all items and performances available for sale.
  • Assist the development of a group sales program for existing and future performances based on contractual requirements including the development of email blasts, the gathering and maintaining of group lists, maintaining of best group sales practices, and the monitoring and reporting of all group sales.
  • Performs other duties as required.

 

Qualifications

  • Bachelor’s degree, or equivalent experience preferred.
  • Box office experience strongly preferred.
  • Knowledge of computer based ticketing, with Audience View experience being a plus.
  • Strong written and verbal skills.
  • Experience leading and training staff members.
  • Skill using Word, Excel, and MS Outlook.
  • Highly motivated self-starter, a hard worker with a high energy level; a “doer” with a willingness to work hands-on in assisting customers and staff.
  • Knowledge of basic cash handling procedures, and fiscal responsibility, including PCI compliance.
  • Ability to initiate and build relationships with customers and interact via telephone and in person with customers and building clients.
  • Possess high standards of integrity, credibility, and reliability.
  • Possess ability to work on multiple projects simultaneously, set priorities, and meet short deadlines with limited supervision.
  • Works well independently and in a group setting, a true team player.
  • Ability to maintain a high level of poise and professionalism in all circumstances.
  • Ability to work effectively and produce accurate results under pressure.
  • Ability to work flexible schedule including days, evenings and weekends.
  • Passion for and experience in the Performing Arts.

 

 

Performance Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

  • Leadership – Consistently accomplishes the expected objectives and takes on extra tasks or projects as necessary. Maintains a positive, achievement-oriented attitude and influences others to do the same. Takes initiative with and is proactive in approach to accomplishing tasks. Ability to make decisions and take actions consistent with organizational goals.
  • Initiative – Level of interest in role development, degree of motivation, and willingness to improve performance and increase job knowledge.
  • Judgment – Uses discretion in making decisions within the scope of their job. Refers decisions beyond this scope to supervisor. Discretion in handling confidential material.
  • Communication Skills – Includes the ability to express ideas effectively whether face-to-face or in writing in both individual and group situations. Presentations are conveyed in a clear and concise manner to the intended recipient. Adjusting tone and terminology to the needs of the intended recipient. Openly exchanges information in a timely manner. Knows who to keep informed. Uses confidential information with discretion.
  • Planning and Organization – Ability to schedule workload, set priorities and manage time in order to complete assignments and fulfill responsibilities.
  • Management of Resources – Ability to use time, money, technology and people as efficiently and effectively as possible. Makes suggestions to improve the resources that pertain to incumbent job responsibilities.
  • Customer Focus – Interaction with internal and external customers. Requires putting yourself in the customer’s place, anticipating and meeting needs quickly and accurately. It also means following up and monitoring situation to be sure the customer is satisfied.
  • Teamwork – Ability to interact and develop relationships with co-workers, give and receive constructive input, contribute ideas and viewpoints, adapt to changing circumstances and expectations and commitment to understand and remedy interpersonal conflicts.
  • Technical Knowledge – Individual’s ability to demonstrate the specific skills necessary to the position using procedures, tools and equipment necessary to accomplish work.
  • Work Habits – Demonstrates commitment, dedication, cooperation, positive behavior, adaptability, and flexibility with changes in jobs and duties. Being able to anticipate change and bring about changes when they are needed with proper professionalism.
  • Creativity – Uses unique approaches and inventiveness. Seeks new alternatives and ideas. Takes appropriate action, and is efficient, resourceful, and creative in attaining position objectives. Ability to be self-directed.
  • Supervision & Development of Employees – Orients and trains employees and sets standards for work performance. Recognizes performance strengths and limitations of subordinates.

Effectively directs performance management as a means of developing employees.

Delegates authority as necessary and inspires staff to work toward common goals. Motivates employees to achieve objectives. Sets expectations/monitors performance of direct reports.

  • Business & Organization Knowledge – Having knowledge of The Tobin’s business involves understanding our industry and how the incumbent’s position and knowledge plays an important role in the success of the organization. It also includes the ability to acquire new knowledge of our industry and using this information to get things done.

 

www.tobincenter.org

PleasesendresumestotheTobinCenter officesat:

115Auditorium Circle

SanAntonio,Texas 78205

Attn: LuAnn

Oremailto:LuAnn.Stidham@tobincenter.org


Contact Info

LuAnn Stidham
LuAnn.Stidham@tobincenter.org
http://www.tobincenter.org