Ticket Services Representative

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A.R.T. is a leading force in American theater, producing groundbreaking work that is driven by risk-taking and passionate inquiry in Cambridge and beyond. Since 2008, Terrie and Bradley Bloom Artistic Director Diane Paulus has pursued A.R.T.’s mission to “expand the boundaries of theater” by programming transformative theatrical experiences, always including the audience as a central partner. A.R.T. is nationally and internationally recognized as a leader of artistic innovation. In recent years, productions that began at A.R.T. have won 19 Tony Awards, and numerous works developed by A.R.T. have been performed throughout the country and around the world.

As the professional theater on the campus of Harvard University, A.R.T. is committed to playing a central role in the cognitive life of the University, catalyzing discourse, interdisciplinary collaboration, and creative exchange among a wide range of academic departments, institutions, students, and faculty members.  For more information, please visit our website at: https://americanrepertorytheater.org/

Under the leadership of Artistic Director Diane Paulus, the American Repertory Theater (A.R.T.) is poised to extend its Box Office services to support the vision of the Artistic Director and our productions, while enhancing the cultural climate of the community and creating a model for American theaters.   With this new visibility and energy, the Ticket Services Representative will join a Patron System/Ticket Services Department that is designed to respond at the highest level of customer satisfaction.

Reporting to the Ticket Services Manager, the Ticket Services Representative is an important member of an evolving Patron System/Ticket Services Department for the A.R.T.  The successful candidate will undertake a broad range of ticketing transactions and data management responsibilities, which enable the box office to provide high-quality customer relations.  This includes the timely processing of all ticketing transactions and maintenance of accurate constituent data on the theater’s Tessitura database, updating records as needed, and generally ensuring the accuracy of customer and transactional information.  This role answers inbound calls and emails as part of the day-to-day responsibilities and addresses in-person customer requests at the theater.  This part-time role is fully benefited and is a one-year term position. 

Additional duties may include directing visitors, managing assistive listening devices for patrons, and coordinating with FOH and facilities for building security needs.

Duties & Responsibilities: 

• Engage in timely processing of all ticketing transactions and maintenance of accurate constituent data on the theater’s Tessitura database
• Update records as needed
• Ensure the accuracy of customer and transactional information 
• Efficiently and effectively process single ticket transactions, subscription orders, ticket exchanges, ticket donations and other solicited donations
• Assist patrons via phone, in person, via email and online chat to complete transactions and answer questions
• Work on projects as assigned by the Ticket Services Manager and the Head of Patron Services 

Key Responsibilities

• Sharing Ticket Services policies, procedures and seasonal information with the other representatives to promote Patron Services/Ticket Services consistency and high standards of customer service
• Soliciting clarity of information from the management team when scenarios of conflicting or missing information present themselves to the representative staff 
• Being confident in fielding questions about the ART season on the phones for inbound calls and outbound calls 
• May also be responsible for Ticket Services opening and/or closing procedures  
• Additional duties as assigned. 

Basic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role.

• One year of experience in a box office environment using Tessitura or similar CRM database. 

Additional Qualifications and Skills:

• Basic Google Docs skills; excellent typing, accuracy, and attention to detail
• Strong written and verbal communication; good listener
• Self-motivated self-starter with strong problem-solving, time management, and prioritization skills
• Able to multi-task in a fast-paced office and work both independently and as part of a team
• Willingness to learn new skills; interest or experience in the arts preferred
• Can lift up to 35 pounds and work safely in accordance with theater policies and procedures
• Maintains positive, respectful attitude; regular, punctual attendance; meets productivity standards
• Communicates regularly with supervisor and performs duties as workload requires
• Participates in theater events as needed (e.g., opening nights, rentals, off-site events requiring ticketing)

• Appointment End Date: One year from start date 
• Standard Hours/Schedule: 25 hours per week
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening: Harvard University requires pre-employment reference and background screenings: Identity, Criminal, and Credit
• Other Information:
  • This position is subject to periodic unpaid leaves of absence based on the Production calendar.  This position requires occasional overtime and the ability to work some early AM shifts, nights, and weekends and over holidays. The Ticket Services Representative is deemed critical during the production run.
  • Work Schedule: 25 hours per week during office hours scheduled within regular Box Office hours (generally Tue–Sun: 11:00 am – 7:45 pm) and additional required hours on a flexible schedule during periods of subscription on sale, the production season, special events, and rentals that require ticketing support.

Work Format Details

This position has been determined by school or unit leaders that all duties and responsibilities must be performed at a Harvard or Harvard-designated location. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 049. Please visit  Harvard's Salary Ranges  to view the corresponding salary range and related information. 

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to: 

• Generous paid time off including parental leave 
• Medical, dental, and vision health insurance coverage starting on day one 
• Retirement plans with university contributions 
• Wellbeing and mental health resources 
• Support for families and caregivers 
• Professional development opportunities including tuition assistance and reimbursement 
• Commuter benefits, discounts and campus perks 

Learn more about these and additional benefits on our Benefits & Wellbeing Page. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.