Coordinator, Box Office & Administration

Job title: Coordinator, Box Office & Administration

Job description: The Oakville Centre for the performing Arts (OCPA) is a unique operation within the Town of Oakville, requiring an experienced person to coordinate box office operations, and its systems, rental business, administration and the OCPA website. The position reports to the Manager of the OCPA. The position is the liaison to the Finance and Accounting Department at the Town and oversees software systems for theatre rentals and all box office activities. The OCPA has more then 320 operational days a year and the Coordinator is responsible for keeping an accurate OCPA Event Scheduler and maintaining the box office database. The position is expected to coordinate the administration and box office efficiently and compliant with all corporate and department policies, procedures and standards.

NOTE: Hours of work will regularly vary and candidates must be prepared to work at least one evening performance per week, one weekend in three and are ‘on-call” for other shifts as required i.e. to cover staff absence / illness.

Job Responsibilities:

Box Office Operations and Systems

Develop and implement processes and procedures related to the Box Office Systems

• Develop protocols for appropriate system use processes, methodologies and any testing protocols required for sophisticated ticketing capabilities of software systems and coordinate any software migrations or upgrades
• Implement and document backup procedures to ensure the continuation of service should issues arise with networks, power, internet access etc.
• Provide high level application support by investigating system user issues and escalate to vendor if necessary to solve.
• Oversee the day-to-day operation of the box office and administration
• Hire, train, scheduling, supervise and review work of 3-4 part time box office staff
• Schedule, assign tasks to and review work of 2 full time Box Office Administrative Clerks
• Recommend and implement procedures for efficient box office operation and ensure a high level of customer service and accuracy from all staff associated with the boxoffice
• Provide support for and respond to customer issues, requests and complaints, escalating to the Theatre Manager if necessary
• Develop necessary Privacy Regulations with regard to the collection of customer information
• Coordinate set-up, sales and reconcile ticket sales for the settlement of 50-70 rental client events, over 75 OCPA presented events, several subscription series, the Big Ticket Memberships and OCPA special events, which total over 200 performances a year and represent over $2 million in box office sales.
• Coordinate and provide box office sales reports, settlement documentation, annual statistics and recommendations for applicable budget line items.

Rental Clients and scheduling software system

Develop and implement processes and procedures related to Rental Client Services.

• Schedule over 300 event booking days per year, assessing requirements for technical support, front of house, marketing and ticketing services
• Responding to rental client requests on a daily basis, providing quotes and information.
• Coordinate and maintain the Oakville Centre Event Scheduler, within the ticketing software, 1 – 2 years in advance.
• Coordinate and oversee the rental client contract process including, deposits, insurance, box office information, web site listings, reconciliation and settlements..
• Take a proactive approach to meeting with all current and new community rental clients to discuss and advise on their upcoming bookings.
• Liaise with the Finance and Accounting Department on the issuance of settlements and client invoices.
• Assist with developing and implementation of rental policies and procedures.
• Understand the Recreation and Culture Rates and Fees, HST, Socan, Resound and other third party organizations and how to apply to the contracting process.
• Liaise with and inform other staff (tech, front of house, marketing Administration and finance) to ensure requirements for rental shows are met or when requirements for bookings change.
• Coordinate and provide rental sales reports, annual statistics and recommendations for applicable budget line items.

Marketing Systems

• Coordinate and maintain Oakville Centre’s website, Oakvillecentre.ca.
• Coordinate and update 2 outdoor advertising screens.
• Access patron data base in Box Office Ticketing Software to deliver program related and marketing messages to patrons of the Oakville Centre.
• Coordinate and update customer feedback opportunities including surveys.
• Coordinate and set-up pop up screens for online ticket sales to forward appropriate information to ticket buyers i.e. marketing information, safety protocols, etc.

Administration

• Develop and implement processes and procedures related to Administration.
• Provide administrative support, box office and rental reports, facility information, ticket sales reports and client information, etc., for the Manager as required.
• Liaison with Ticketing Software Provider, the web provider of scheduling and ticketing software.
• Financial oversight of all rentals and professional shows.
• Assist all theatre staff with any finance or accounting questions or procedures they may have.
• Coordinate and maintain specialized box office phone systems.
• Monitor and manage budget line items that are connected to administration and bring information to, or answer inquires of Manager.
• Liaise with Town IT regarding all administrative software, hardware and networking needs.
• Participate in department and Town committees as required.
• Prepare part time staff payroll as required.

Requirements: Qualifications:

A passion for and knowledge of performing arts is essential for the Coordinator Box Office and Administration.

• Background in Theatre Administration and Box Office Systems Administration and completion of a 3-year Diploma or Degree in a related field is required.
• Education in business administration, accounting or equivalent is preferred. Including financial record keeping and contract development.
• Knowledge of software systems, web-based internet related software, box office ticketing software and Microsoft Office Suite is required.
• A minimum of 3 years of experience in one of the areas listed above or equivalency is expected.
• Advanced problem solving skills, job estimation skills, impeccable oral and written communication skills, leadership skills, resourcefulness and possession of the initiative to perform at a high standard with little supervision, are essential.
• Candidates must have the ability to organize and process high volumes of work, on multiple tasks simultaneously, with attention to details, often with competing deadlines.

Additional Info: Duration: 9 months

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