Audience Services Representative (Seasonal)

The role:

As the Audience Services Representative, you know how to connect with people, delivering a best-in-class experience to all visitors to PAC NYC. You will process ticket sales over the phone and in person for PAC NYC performances, ensuring all customers receive a welcoming and inclusive experience. You will work within PAC NYC’s CRM, Spektrix, ensuring that all data inputted, and records of audience communication are recorded accurately. You will assist in ticket taking, wayfinding and ushering for performances, ensuring that the front of house experience for audiences is efficient and accessible. 

Your key responsibilities:

Customer service

• Ensure a positive customer experience while communicating with a diverse patron base.
• Welcome patrons to the venue and assist them with finding the precise location of their seats according to their ticket information.
• Assist patrons with inquiries related to their PAC-NYC experience, such as directions, parking, restaurant, and hotels. 
• Actively work to resolve customer complaints and problems before escalating to the manager on duty. 
• Keep up to date on all theater-wide and departmental emails. Answer patron questions via Zendesk. 
• Facilitate a positive experience for a diverse audience, including the enforcement of PAC NYC Equity, Diversity, Inclusion, Accessibility, and Antiracism expectations for all patrons. 
• Facilitate merchandise sales in lobby.  

Ticketing and ticket sales

• Sell and process all ticket sales in Spektrix, including single tickets, group tickets, exchanges, and voucher redemption. 
• Process sales accurately and efficiently in Spektrix following all department policies and procedures. 
• Engage in active selling of events, including upselling. Maintain knowledge of all offers, promotions, and upcoming events. 
• Solicit donations to the Annual Fund by requesting a monetary donation during ticket sales. 
• Participate in outbound calling campaigns for tickets, memberships and/or donations.  
• Update customer records accurately in the Spektrix software application including correct spelling of name, mailing address, phone number and email address. 
• Utilize Customer Service Issues in Spektrix software to ensure accurate documentation of all communication between the Audience Services Department and patrons. 

Performances

• Use a scanning device to ensure the ticket presented is an authentic credential for the specific performance scheduled. 
• Resolve any conflicts as needed when patrons are in disagreement about the location of their seats or when another patron is in the wrong ticketed section. 
• Assist visitors with disabilities or other special needs in finding an appropriate seat or section for them to enjoy the show comfortably. 
• Enforce all venue performance rules throughout the production, such as no flash photography, recordings, limited entry and exit and no access to restricted areas. 
• Follow all emergency procedures regarding venue evacuation and know the location of all exits throughout the building. 
• May be assigned other related duties, as necessary.  

What it takes to be successful in the role:

• Excellent customer services skills, with the ability to handle all customer interactions with respect and diplomacy. 
• Ability to remain flexible and professional at all times; effectively communicate and work with all levels of constituents. 
• Cash handling and credit card transaction processing experience required. 
• Experience as an usher or similar experience required. 
• Experience using a ticketing platform and multi-line phone system is preferred.  
• High level of computer aptitude and proficiency in Microsoft Office programs.  
• Excellent written/verbal communication skills with a strong ability to multi-task 
• Able to work shifts of up to 6 hours undertaking various tasks, including answering phones, working at the Ticket and Information desk, ushering, wayfinding indoors and outdoors, and scanning tickets. 
• Maintain a professional appearance at all times. 
• Bilingual, multilingual or fluency in ASL a plus.  
• A genuine interest in performing arts; experience in the arts or with an entertainment venue is ideal. 
• A commitment to anti-racism and an eagerness to create a culture of belonging. 
• CPR Certification a plus.  
• Must have availability to work nights, weekends and holidays 
• Final candidates must successfully complete a background check 

This position will remain open until a diverse and qualified pool of finalists has been identified.

Compensation and benefits

This is a non-exempt, hourly position. The hourly rate is $20. This position is eligible for overtime pay, which is paid at 1.5 times the hourly rate.