Assistant Manager of Patron Services and Ticketing

The Pittsburgh CLO is a not-for-profit cultural organization dedicated to the preservation, creation and promotion of the American musical theater art form, the furnishing of arts education and providing meaningful community engagement opportunities in Western Pennsylvania and throughout the United States. The Pittsburgh CLO, a large not-for-profit performing arts organization, is seeking an Assistant Manager of Patron Services. This position is a supervisory position that implements all aspects of Patron Services, customer service, outside sales and Tessitura needs for the Sales, Marketing, and Patron Services Department. The Assistant Manager of Patron Services directly supervises the Patron Services Associate(s) while working very closely with the Manager of Patron Services, Group Sales Coordinator, Development and Production Departments as well as the Director, Sales & Marketing. All employees within the Patron Services Department assist with administrative and customer service-based responsibilities, including but not limited to answering phones, responding to patron inquires, handling subscription orders, processing gift certificates, working the lobby at shows, assisting with mailings, and handling donor needs as well as other Patron Services and Accessibility ticketing duties as assigned. What you’ll do:

 

• Assist Manager of Patron Services and Ticketing with tracking payment schedules, campaign planning, implementation, and effectiveness for all ticket sales
• Act as the primary point of contact for customer service needs or issues regarding CLO Patron Services and/or Outside Sales.
• Administer ticket fulfilment for all Cast, Crew, Creative, and Staff ticketing for every Pittsburgh CLO show
• Hire, train, and supervise Patron Services Associates. Approve timecards and time off requests for Patron Services Associates
• Support Manager of Patron Services and other CLO staff or departments as requested
• Assist with managing patron services and event ticket sales in the show lobbies at Pittsburgh CLO shows at multiple locations throughout the Pittsburgh area
• Assist with coordinating schedules, training, and sales efforts of Patron Service Associates
• Assist the Manager of Patron Services and Ticketing with creating, maintaining, and distributing daily box office sales information and analytics. 
• Maintain supplies and promotional materials; working with Patron Services and Marketing departments to complete any necessary set-up
• Troubleshoot technological set-ups for payment equipment for all sales events
• Assist with data collection in the Tessitura database; reporting and/or list-building
• Act as the concierge for subscribers
• Other duties as assigned

What you’ll need:

• Bachelor’s degree in relevant field, or equivalent experience
• 2-5 years of Management or Supervisory experience
• Proficient understanding and experience working in the Tessitura database
• Must be available on weekends, evenings and holidays as required.
• Excellent de-escalation, interpersonal, and customer service skills

• Experience with sales transactions, cash handling, daily reports, etc.

• Experience hiring, training, managing and scheduling seasonal and/or part-time employees
• Valid driver’s license and vehicle required
• Ability to work quickly and accurately in a fast-paced environment
• Engaged in and inspired by Musical Theater
• This position requires on-site work both in the CLO Administrative offices, various off-site CLO locations, as well as some remote work.

What we offer:

• Hourly compensation starting at $25.00 per hour, commensurate with experience.  
• Full-time, nonexempt position with a dynamic organization and engaged team.
• Full employer-paid benefits package (health, vision, dental, and life). Voluntary additional life and LTD available.
• 403(b), 401(a), FSA, PTO, and select paid holidays.
• Perks include free tuition for CLO Academy classes and free tickets to CLO productions.

It is the continuing policy of Pittsburgh CLO to afford equal employment opportunity to qualified individuals regardless of their race, color, religion or belief, age, sex, gender identity or expression, national origin, ancestry, sexual orientation, physical or mental disability, veteran status, or family or parental status and to conform to all applicable laws and regulations to that regard. This policy of equal employment opportunity comprehends all aspects of the employment relationship, including application and initial employment, promotion and transfer, administration, and the application of service, retirement, seniority and employee benefit policies.