McCarter Theatre Center
Princeton, NJ
US

DESCRIPTION

POSITION: Patron Services Representative

DEPARTMENT: Marketing, Communications and Ticketing; Patron Services

REPORTS TO: Patron Services Manager

PAY: $18/hr; Part-time; Hourly; Non-Exempt (eligible for overtime)

BENEFITS INCLUDE: Complimentary and discounted tickets, institutional professional development opportunities, access to free parking, and other perks.

LOCATION & SCHEDULE: This is an in-person position that works at both theatre venues and Ticket Office located at 91 University Place in Princeton, NJ. Regular business hours are Monday through Friday, balanced with weekend and evening hours based on performance schedule.

START DATE: These positions will be filled as needed.

POSITION & RESPONSIBILITIES

McCarter Theatre Center is seeking courteous Patron Services Representatives to join the Patron Services staff. As a member of our Ticket Office team, you will play a vital role in creating memorable experiences for our patrons and ensuring the smooth operation of McCarter's performances. If you have a passion for customer service, providing exceptional experiences to patrons, and sharing your excitement for the work that McCarter produces and presents, we hope you will join our team!

Essential Functions & Duties:
Actively cultivate relationships with patrons while selling and processing ticket sales in Tessitura, including single tickets, subscriptions, group tickets, exchanges, and voucher redemptions.

· Stay informed about all offers, promotions, and upcoming events to provide accurate information to patrons.

Update customer records in Tessitura with accurate details, including correct spelling of names, mailing addresses, phone numbers, email addresses, and other relevant information.

Assist patrons with inquiries related to their McCarter experience, including directions, parking, nearby restaurants, hotels, and more.

Proactively resolve customer complaints and issues before escalating them to the supervisor on duty.

Utilize Customer Service Issues (CSIs) in Tessitura to accurately document all communication between the Patron Services team and patrons.

· Maintain consistent and timely awareness of institutional events, meetings, and other important information via company communication channels.

· Attend all required training sessions as directed by the Patron Services Manager.

· Maintain clear and consistent communication within the Patron Services team.

· Perform additional tasks as assigned by the supervisor on duty, including data management and research.

· Uphold McCarter's safety and conduct policies to foster a respectful and secure environment for all staff, artists, and audiences.

· Participate in the work, as comfortable and able, to make McCarter an anti-racist theater. Actively seek ways to improve our work practices to make the Marketing department more equitable and inclusive, while upholding and exhibiting our stated values of “justice and joy, beauty and belonging.”

Qualifications:

Related customer service or sales experience; cash handling and credit card transaction processing experience required

Experience with multi-line phone systems

Microsoft Office literacy and accuracy

High level of attention to detail with the ability to prioritize tasks effectively.

Exceptional diplomacy, interpersonal, and teamwork skills; a proven track record of building and nurturing relationships with customers and colleagues alike

Ability to thrive in fast-paced environments, and maintain composure while making swift decisions and solving problems

Dedication to providing superior customer service, with a warm and welcoming demeanor that fosters a positive experience for all patrons and guests

· A collaborative approach, with the ability to work effectively and respectfully with individuals of diverse backgrounds, perspectives, and work styles, while maintaining a focus on solutions, civility, and growth.

· Exhibit a willingness to learn and grow, with genuine interest in promoting equitable, diverse, inclusive, and accessible workplace values and practices while working with individuals of diverse needs, personalities, and work styles, and employing an optimistic and solution-oriented mindset towards fostering inclusivity and support within the team environment.

· Final candidates must successfully complete a background check

Preferred Qualifications:

· Experience in a ticket office or similar customer service and sales-oriented setting is highly valued, as is familiarity with customer relationship management (CRM)/ticketing systems like Tessitura.

· The ideal candidate will embody demonstrated passion for theatre and live performing arts, with particular interest in supporting and elevating the work of global artists across many disciplines

Work Environment:
Led by our core values, McCarter fosters and expects a culture of care and respect for the wellbeing of our staff.

· Work will primarily be completed in a shared office space in our administrative office and Ticket Office spaces, subject to HVAC cooling and heating.

· This position entails prolonged periods of sitting, manual dexterity for operating office equipment, and the ability to read and interpret documents, engaging in repetitive tasks, standing, walking, bending, and reaching within the office environment.

· This position requires phone, face-to-face, and email communication with patrons. At times, the office atmosphere becomes energetic and noisy, especially during the hour before curtain of any performance.

· This role may require the use of a personal device to access authenticator apps or work-related software. If this presents a concern, please let us know so we can explore potential alternatives.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of McCarter.

ORGANIZATION OVERVIEW

McCarter is one of the country's flagship theatres, a vibrant center for community and for the performing arts, and a key cultural anchor for Central New Jersey. Located on the campus of Princeton University and incorporated as an independent, charitable nonprofit, the company is a nationally renowned, multi-disciplinary creative hub of arts and ideas, offering theatre, music, dance, spoken word, and educational programs for all ages.

A two-time Tony Award winner, McCarter’s legacy of artistic excellence traces back to the theatre’s first performances in 1930. A home for new play development and world premieres, the company has launched numerous works that have gone on to tens of thousands of performances reaching millions of audience members around the world.

Among the 100,000 community members who directly participate in the company’s work every year, more than 7,500 are students taking part in McCarter’s robust arts-in-education offerings. The company offers more than 20 annual in-school residencies in classrooms in Princeton and Trenton, hosts schools from throughout the region for student matinee performances, and offers need-based scholarships to every one of its dozens of educational after-school and summer programs each year. Co-led by Artistic Director Sarah Rasmussen and Executive Director Martin Miller, McCarter leads with values of “justice and joy, and beauty in belonging,” creating stories and experiences that enliven minds, expand imaginations, and engage communities.

TO APPLY
Please email [email protected] with your name and “Patron Services Representative” in the subject line; tell us a bit about you and your experience - resumes are optional; however, we welcome any additional context you’d like to share about your experience and interest in this role. Do also mention where you heard about the position. We look forward to learning more about you!

EQUAL OPPORTUNITY COMMITMENT

McCarter is an equal opportunity employer committed to hiring, supporting, and promoting a diverse workforce and inclusive culture. As such, McCarter seeks team members who: contribute to a diversity of backgrounds and experiences to support an expansive artistic vision; are committed to engaging in ongoing anti-racism and anti-oppression work collectively and individually; value collaboration, curiosity, flexibility, and an openness to continuous personal and professional growth.

We understand that some candidates may hesitate to apply if they don't meet every qualification. If you're excited about this role and our mission, we encourage you to apply. We know there are great candidates who may not have all the qualifications listed above but possess intuitive knowledge or other fully transferable skills. If that is you, don’t hesitate to apply and tell us about yourself. McCarter is committed to on-the-job training and mentorship.

McCarter Theatre Center is committed to providing access and reasonable accommodations throughout the application, interview, and employment processes. If you require accommodations to participate in the hiring process, please contact (609) 258-6500 and connect with Human Resources. We encourage open discussions to ensure an equitable experience for all candidates.

SALARY

$18.00 – $18.00 per hour

APPLY BY EMAIL

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