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Audience Services Manager

Atlantic – an award-winning Off-Broadway theater and NAST-accredited acting school – seeks an Audience Services Manager. This position is the primary front-facing Box Office customer service representative between the Atlantic and the public. Additionally, the Audience Services Manager oversees a team of Phone Room Representatives and works as a part of the Marketing department, while closely collaborating with the General Management team and Company Manager. Anticipated hours when not in production are Monday-Friday 10am-6pm. Anticipated hours during performances are Tuesday-Saturday noon-8pm.

Responsibilities include:

• Program performances, membership packages, and pricing structures into Spektrix.
• Manage all ticket sales, including walk-up, email, and phone inquiries for single ticket buyers and members.
• Process ticket orders from outside vendors, such as TDF and TodayTix, staff and company ticket requests, and house seat inquiries.
• Coordinate group sales outreach and inquiries.
• Hire, train, and manage a team of 3-5 Phone Room Representatives, a Box Office Assistant, and a volunteer usher program, including scheduling, best practices for customer service, and Spektrix training.
• Represent exemplary front-facing customer service working at the Box Office, batch printing, distributing, and selling tickets for weekly performances.
• Troubleshoot ticketing and audience issues as they arise including managing a wait list.
• Maintain current fireguard certification as well as maintaining technology and equipment for audience load in and front of house.
• Collaborate with Management and Marketing staff on efforts to ensure full houses.
• Report on ticket sales including nightly performance reports, wrap reports, daily sales reports, membership reports, etc.
• Help coordinate efforts for accessible performances including liaising with vendors for Open Caption via GalaPro, ASL, Audio Description, and Relaxed performances.
• Some graphic design work as needed including e-ticket design, TodayTix asset creation, and pre- and post-show emails via DotDigital email system.
• Additional duties as needed.

Requirements:

• Minimum 2-5 years of relevant work experience in theater/performing arts Audience Services or equivalent areas demonstrating strong leadership skills.
• An approachable nature with the ability to problem-solve in the moment, juggle multiple projects in a fast-paced, deadline-oriented environment, and remain calm under pressure.
• A prior track record leveraging data and analytics to support income, attendance, and membership goals.
• Must have excellent written and verbal communication skills, superior attention to detail, and a personal demeanor to provide exceptional customer service.
• A personable, curious, and collaborative work style with a willingness to try new things.
• The ability to establish effective working relationships with staff members across all departments, external vendors, students, and audience members at all levels.
• The ability to manage a team of representatives and their schedules accordingly.
• Proficiency in Microsoft Office, Google Suites, and Adobe Creative Suite.
• Experience working with Spektrix, Photoshop, and Five9 software are a plus.

Atlantic Theater Company is an equal opportunity employer. Candidates who identify as BIPOC, queer, trans, non-binary, candidates with disabilities, or candidates who are parents or immigrants are encouraged to apply.

This is a full-time position with an annual salary range of between $50,000-$55,000 and a full benefit package including paid time off, health, dental and optional employee-contributed vision insurance, life insurance, long and short-term disability upon eligibility, an employee sponsored 401K plan, a Flexible Spending Account, and Transit Check Benefits.

The Audience Services Manager reports directly to the Director of Marketing. Please email a cover letter and resume to Braley Degenhardt at jobs@atlantictheater.org and include Audience Services Manager in the subject line. No phone calls, please.