Guest Service Representative - Full Time

Core Responsibilities:

Customer Service & Communication

• Provide best-in-class customer service across all guest interactions. 
• Speak knowledgeably and enthusiastically about TUTS programming, including show content, themes, authors, and music. 
• Remain calm and professional in high-pressure or stressful situations. 
• Answer phone and email inquiries related to ticket sales, exchanges, and general information. 

Ticketing Operations

• Accurately process all ticket transactions using the Tessitura system. 
• Assist in sales and service support for single tickets, subscriptions, and group sales. 
• Count and manage cash transactions and make change efficiently. 

Administrative Support

• Maintain open communication with the Guest Services Coordinator and management regarding project status. 
• Complete assigned tasks and projects within deadlines. 
• Follow detailed instructions and ask clarifying questions when needed. 

Technology & Tools

• Use Microsoft Office (Word and Excel) and ticketing software (Tessitura) efficiently. 
• Read and interpret written information, including schedules, memos, and policies. 
• Organizational and Problem-Solving Skills 
• Prioritize multiple tasks and complete them in a timely manner. 
• Demonstrate strong attention to detail and organization. 
• Follow all internal policies, procedures, safety protocols, and emergency guidelines. 

Schedule & Availability:

In-Show Period

Must be available for evenings, weekends, and holidays.

• Attendance during performances is required, including staying through intermission and post-show assignments. 
• PTO is not available during show runs. 
• Consecutive days off may not be possible during this time. 

Non-Show Period

• Standard schedule: Monday to Friday, 9:30 AM to 6:30 PM. 
• PTO may be limited during peak periods (e.g., subscription renewals, ticket mailings, and on-sale dates). 
• Other Scheduling Notes 

Off-site event attendance may be required, including evenings and weekends.

• Weekly schedule will be adjusted to maintain a 40-hour work week.

Qualifications

• Ticketing and/or customer service experience required. 
• Experience with Tessitura preferred. 
• Proficiency in Microsoft Office (Excel, Word). 
• Strong written and verbal communication skills. 
• Ability to manage multiple priorities and meet deadlines. 
• Demonstrated attention to detail, confidentiality, and commitment to service excellence. 
• Knowledge of musical theatre is a plus. 
• Ability to work effectively with individuals of diverse backgrounds and identities. 

Additional Details

• Work Week: 40 hours/week (with a 30- or 60-minute daily unpaid lunch break). 
• Other Duties: This job description is not all-inclusive. Additional duties may be assigned as needed.