Indiana Repertory Theatre Seeks Ticket Office Manager
Posted: Dec 07, 2021
POSITION TITLE: Ticket Office Manager
CREATED: November 2021
SUPERVISOR’S TITLE: Director of Marketing and Sales
FLSA STATUS: Exempt, full-time
ABOUT INDIANA REPERTORY THEATRE
The Indiana Repertory Theatre (IRT) was founded in 1972 and is the only theatre in Indiana to belong to the League of Resident Theatres (LORT). Historically, the IRT has produced nine productions annually across three stages (the OneAmerica Mainstage, the Upperstage, and the Cabaret) for diverse audiences. The repertoire includes work varying from world premieres to classics. The IRT serves audiences of multiple generations including students from pre-school through twelfth grade. With a significant endowment, the IRT is financially stable and looks forward to many more years of creating art for the Indianapolis community. Following many decades of diverse programming, the IRT leadership, in the past three years, has focused on further diversifying its staff and board, including ongoing anti-racist training for all.
Live theatre connects us to meaningful issues in our lives and has the power to shape the human experience. The mission of the Indiana Repertory Theatre is to produce top-quality, professional theatre and related activities, providing experiences that will engage, surprise, challenge, and entertain people throughout their lifetimes, helping us build a vital and vibrant community.
The Indiana Repertory Theatre will be a life-long destination of choice for an ever-expanding audience of all ages and backgrounds seeking enjoyable and meaningful experiences. Using theatre as a springboard for both personal reflection and community discussion, our productions and programs will inspire our neighbors to learn about themselves and others. As an arts leader in the state of Indiana, the IRT’s goal is to make Indiana a dynamic home of cultural expression, economic vitality, and a diverse, informed, and engaged citizenry.
COMMITMENT TO CREATING AND SUPPORTING A DIVERSE WORKFORCE
The IRT is committed to building an inclusive, welcoming Theatre that celebrates diversity in all areas of our work. Applicants from populations underrepresented in the theatre field are strongly encouraged to apply. This includes, but is not limited to, Black, Indigenous, People of Color, women, transgender, and non-binary candidates.
Located in the heart of Indiana, Indianapolis is a vibrant city to live, work, and play. Indy, as the locals call it, is touted as the Crossroads of America, and you will feel the Midwest vibe as soon as you arrive.
Ranked 16th in the United States in city size with a population close to 878,000, Indy is big enough to explore neighborhoods and the surrounding area on the weekends and cozy enough to call home. The Indiana Repertory Theatre is in the heart of downtown in the historic Indiana Theatre building, located steps away from the Indianapolis Cultural Trail. Downtown Indianapolis is convenient for walking and biking and is easily navigable by IndyGo bus or car.
In addition to a thriving arts and cultural scene featuring the Indianapolis Zoo, Indianapolis Symphony Orchestra, and The Children’s Museum of Indianapolis, Indy is known for the Indianapolis 500, a myriad of sports teams including the Indiana
Pacers, Indianapolis Colts, and Indianapolis Indians, and a bustling music and diverse restaurant scene. Did we mention a welcoming and convenient airport? The Indianapolis International Airport has been named the best airport in North America in 2012-2020 by Airports Council International.
Indy offers something for everyone in terms of affordable living for both home buying and renting. But don’t take our word for it:
Forbes recently named Indianapolis as America’s Best City for Renters
Good Housekeeping named Indy one of the Best Cities for First-Time Homeowners in the US
Learn more: Life in Indy and Downtown Indy
And, Indy is a beautiful destination for residents and visitors alike:
Condé Nast Traveler named Indy one of Best Places to Go in 2021
Travel + Leisure named Indy one of the Best Places to Travel in 2021
Reader’s Digest named Indy one of the best American cities for Live Music
Learn More: Visit Indy
The Ticket Office Manager ensures excellent customer service throughout all aspects of the ticket procurement process, as well as manages a team of Customer Service Representatives, fostering a productive work environment fueled by hospitality, attention to detail, and goodwill. This individual is an integral member of the marketing team, and provides insight and recommendations to the team regarding front-line patron interactions.
POSITION FUNCTIONS AND RESPONSIBILITIES
Oversee operations of the Ticket Office, including: everyday business, Will Call procedures and flow, maintenance of outgoing phone messages, maintenance of banks and the safe, among other duties.
Maintain healthy work environment for the Customer Service Representatives (CSRs).
Establish and maintain a powerful hierarchy of knowledge and skills within the CSR group.
Manage CSR relations both with patrons and within the office.
Provide a point of contact to the Ticket Office for the rest of the Theatre.
Liaison between Ticket Office and Telemarketing.
Hire and maintain CSR staff.
Provide training materials for and train new CSRs.
Schedule the CSR work shifts every week.
Help to correct CSR issues and problems with patrons.
Act as a scheduled CSR, thereby maintaining a working knowledge of all ticketing processes, special deals, and customer interactions.
Implement and enforce ticketing policies, including in-house comp usage.
Assist Marketing with the creation of lists and list recommendations for direct mail and email.
Manage seasonal projects and delegate jobs to CSRs to create a taskforce for projects such as Season Ticket Renewals, Tessitura Cleanup, and Season Ticket Mailings.
Attend Tessitura training workshops, and other training opportunities as identified by leadership.
Maintain single ticket and group sales and tracking reports.
Aid Business Office in settling discrepancies and problems with accounting.
Work with Dance Kaleidoscope, the resident dance company of the Indiana Repertory Theatre, for their season and single ticketing needs
Equity, Diversity, and Inclusion (EDI) work is critical in supporting our mission. IRT is committed to building an inclusive, welcoming theatre through meaningful, action-oriented education. All staff are required to participate in facilitated trainings, community readings and conversations, and anti-bias trainings. We expect employees to apply these learnings in all areas of our work at the theatre. Creating an anti-racist culture follows our core company values.
Other duties as determined by the Director of Marketing and Sales.
EDUCATION AND/OR EXPERIENCE
To perform this job successfully, an individual must have the following education and/or experience.
Bachelor’s Degree or higher in one or all of the following: business management, communications, and/or theatre-related field.
1-2 years management experience.
3-5 years customer service experience.
KNOWLEDGE, SKILLS, AND ABILITIES
The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. We will make reasonable accommodations to enable individuals with disabilities to perform these functions.
Strong interpersonal and communication skills.
Excellent organizational capabilities.
Ability to provide strong leadership for customer service staff.
Computer proficiency in Microsoft Office applications and experience with Tessitura preferred.
Ability and desire to work in a team-structured, informal, open environment. The Theatre’s corporate culture is one that values equally the quality of our work, the quality of how we work (the process), and our collaborative management style.
Passion for the arts.
HEALTH AND SAFETY
COVID-19 vaccination and proof of vaccination are required for employment at the IRT.
The physical demands described here are representative of those an individual must meet in order to successfully perform the essential functions of this job. We will make reasonable accommodations to enable individuals with disabilities to perform these functions.
Constantly operates a computer and other office machinery.
Must be able to sit or stand in a stationary position for long periods of time.
TO APPLY FOR THIS POSITION
Please submit cover letter and resume to Danielle M. Dove, Director of Marketing and Sales at firstname.lastname@example.org. Subject: Ticket Office Manager position. Application deadline: Position will remain open until filled.