Box Office and Customer Service Coordinator
- Dashboard
- Job Detail
KEY RESPONSIBILITIES
Maintain the operational day-to-day running of all aspects of FringeTIX and associated customer services, including but not limited to:
- Delivery, supervision and support of FringeTIX Box Offices, Call Centre, Info Booth and other FringeTIX sites.
- Leading the recruitment, training and support of the FringeTIX team
- Handling rostering, shift changes, performance monitoring, and staff liaison between the casual and senior leadership teams.
- Rostering, supervision and support to the Fly Squad team
- Offering advanced assistance to FringeTIX users, performing exchanges, refunds and other ticketing services in line with FringeTIX terms and conditions.
- Assisting with daily/weekly sales reporting and statistics as required.
- Ensuring all FringeTIX Box Office Supervisors and casual staff are well-informed about staff changes, WHS regulations, inductions, procedures, and policies.
- Ensuring all daily/weekly Box Office procedures and reporting are adhered to.
- Assisting with the implementation & monitoring of PCI compliance and WHS regulations, training and supervising FringeTIX staff in these procedures.
- Ensuring FringeTIX Box Office sites are adequately equipped with IT resources, end-of-day reports, emergency contacts, stock, merchandise, and Fringe guides.
- Conducting merchandise stocktakes and supporting the successful execution of merchandise sales and distribution
- Enforcing all FringeTIX ticketing policies related to exchanges, refunds and voucher sales in line with FringeTIX terms and conditions.
- Liaise with software developers and IT consultants in order to ensure FringeTIX outlets can operate in an optimal manner.
- Observing and complying with all work health and safety regulations and safe working practices, particularly at off-site FringeTIX Box Office locations.
- Assisting in preparing various Box Office documentation and procedures.
- Communicating with customers and addressing complaints to provide high-level customer service and satisfactory resolutions to Adelaide Fringe patrons.
- Assisting in the rollout of e-ticketing throughout the festival, providing support and troubleshooting for venues and artists using e-ticketing technologies on the Red61 FOH platform.
- Adhering to all work health and safety regulations and safe working practices, with a specific focus on off-site FringeTIX Box Offices.
Whilst this position description summarises the purpose of the job and lists its key tasks, it is not a definitive list of all the tasks that may be undertaken. Tasks can vary at the discretion of the Manager, and a degree of flexibility is required to deliver services effectively. The employee may be asked to perform tasks not explicitly mentioned above.
ESSENTIAL CRITERIA
- Demonstrated experience and proven ability in a Ticketing/Box Office management or supervisory role in a festival or events background
- Proven leadership skills including team supervision, roster management, recruitment, and task delegation.
- Familiarity with LPA guidelines, Data Protection and PCI compliance
- Effective communication skills, capable of interacting professionally and ethically with a diverse range of internal and external stakeholders and committed staff.
- High level of computer literacy and competency with ticketing systems, arts administration, rostering systems, outlook and Microsoft Word and Excel
- Excellent time management skills to handle complex tasks and competing deadlines simultaneously.
- Exemplary attention to detail with a track record of meticulous record keeping.
- Ability to manage and reconcile a large number of online, telephone and face to face sales
- Exceptional customer service skills demonstrated by a history of resolving customer concerns and complaints in a timely and professional manner
- Availability to work over a seven day, rotating roster including the Christmas & New Year period and Public Holidays as required
- Current Police clearance check if successful
- Essential flexibility and willingness to work evenings and weekends over a seven day rotating roster
DESIRABLE CRITERIA
- Current First Aid and CPR Certificate
- Experience with the Red61 Ticketing System
- Experience with the Employment Hero rostering system or similar
- Experience managing or supervising a team of multiple employees
- Experience working in an open-access arts festival environment
- Possess a current Driver’s Licence (C Class)
PERSONAL ATTRIBUTES
- Passionate, articulate and knowledgeable
- Innovative thinker with the ability to translate ideas into actions
- High level of attention to detail
- Self-reliant and self-motivated
- High level of organisational planning and problem solving skills
- Ability to cope with high pressure situations and competing deadlines
- Patient, amiable and good humoured
Job Info
Department:
Job Category:
Administrative
Sub Category:
Job Type:
Full-time
Job Salary Range:
$ - Per Month
Job Shift:
9 to 5
Duration:
Zipcode:
Posted:
04-09-2024
Minimum Education:
College
Degree Title:
Minimum Experience:
1 Year
Career Level:
Experienced (Non-Manager)
Work Permit:
Required Travel:
Job Application Open:
04-09-2024
Job Application Close:
23-09-2024
Qualifications
Preferred Skills
Apply Now
