Ticketing Services Agent

Job title: Ticketing Services Agent

Job description: Position Location: Performing Arts Centre, 250 St. Paul Street St. Catharines, ON, Canada
Hours of Work: Part-Time. Varying shifts to accommodate business demands
Salary Range/Wage: $16.43

The FirstOntario Performing Arts Centre (PAC) is building a team committed to strengthening our understanding of, and our relationship with, our diverse public. We are looking for a Film House Snack Master to provide our Film House audiences with friendly, efficient, beverage and snack service.

About the PAC

Opening our doors in 2015, the FirstOntario Performing Arts Centre (the PAC) is a 95,000 square foot arts and culture hub located in downtown St. Catharines, Ontario, serving the Greater Niagara region. The centre features 4 separate venues under one roof as well as an outdoor performance space, and is supported by a team of 25 full-time, and 40 part-time staff and over 100 volunteers. Events showcase music, dance, theatre, film, comedy, speakers, meetings, and community gatherings, ranging from 200-800-person capacity. Built as part of a downtown revitalization and cultural renaissance plan, the PAC has become a home to local arts groups and organizations throughout the Niagara region. The PAC is also in a rich, long-term programmatic and operating partnership with Brock University.

The PAC provides a platform to share the artist’s unique voice showcasing diverse stories, history and lived experiences. We believe that healthy communities are built through arts and cultural engagement and that our individual and collective identities are shaped through the stories told. We engage audiences across the Niagara Region by showcasing local, national, and international artists. We also engage youth through school programming and work with social service organizations to remove barriers for under-served community members to experience the arts. Our community partnerships are built with Equity, Diversity, Inclusion at the forefront: partnerships with Brock University and various community organizations support work with local Black, Indigenous, Racialized and 2SLQBTQQIA+ artists.

Our mandate includes being a presenter and curator of live performing arts and entertainment, an economic driver for our City and region, and providing a vital support network for Niagara artists and arts organizations.

POSITION SUMMARY

Reporting to the Ticketing Services Manager, Ticketing Services Agents are responsible for performing all day-to-day work activities and functions related to the effective and efficient operation of the Performing Arts Centre (PAC)’s Box Office. The job incumbent is tasked with working on the frontlines and interacting with customers on a daily basis to provide unapparelled customer and ticketing services, always ensuring that customer and client needs are addressed and met in a way that adheres to and reflects the operational values, policies, and procedures of the PAC.

To be successful in this position, the Ticketing Services Agent must possess a friendly demeanor and be customer focused.

KEY RESPONSIBILITIES:

Ticketing Administration

• Contribute to the environment of Ticketing Services in a manner that is conducive to positive customer experiences, sales promotion, safety, and the overall achievement of ticketing services goals and objectives.
• Work with ticketing software (i.e. AudienceView) to process ticket sales.
• Follow proper cash handling procedures and reconcile daily transactions including balancing cash, credit card, debit and cheque transactions at day’s end.
• Assist with incoming and outgoing customer calls, always maintaining a positive and proactive approach to ticketing activities.
• Print large quantities of ticket orders for events always ensuring accuracy.
• Organize and prepare large quantities of mail-out packages.
• Maintain quality data entry practices when conducting daily or regular database duties.
• Assist with “night of show” walk-up sales and will-call distribution.
• Process phone and in-person orders using ticketing/CRM systems based in AudienceView.
• Manage the collection and use of data in a confidential manner in accordance with all applicable policies and legislation including MFIPPA
• Assist with updating events within the AudienceView environment.
• Cooperate with, assist and support other ticketing services employees as needed to ensure the efficiency and effectiveness of daily ticketing operations.
• Assist in preparing reports for the finance & administration and programming & marketing teams.
• Provide feedback with regard to customer entertainment preferences and purchasing habits.

Customer Service

• Greet guests and assist customers with purchase decisions.
• Respond to all patron inquiries made in-person, by phone, or through email.
• Exhibit a strong commitment to providing superior guest experiences.
• Address customer concerns, requests and/or “night of show” issues in a courteous, professional and timely manner, ensuring consistency with ticketing services operational policies, procedures and values.
• Resolve customer conflicts with guidance and/or assistance from the Ticketing Services Manager and/or Ticketing Services Lead.
• Proactively contact customers by phone to communicate pertinent information about upcoming events, promotion materials etc. and make informed recommendations.
• Collect complete and accurate data from customers when required.
• Direct potential rental clients to the appropriate contact(s) within the organization.
• Maintain a positive, results-oriented attitude and contribute to a work culture that strives to provide exceptional customer service to all customers of the PAC.
• Perform other similar and related duties as required.

Working Conditions:

• Fast paced work environment.
• Availability to work flexible hours including evenings, weekends, and holidays.
• Must consistently interact with the public (i.e., external stakeholders)

Requirements: QUALIFICATIONS:

• At least two (2) years’ experience in customer services; preferably working for a professional performing arts centre or similar entertainment and ticketing venue.
• Practical knowledge of the theatre environment, an asset.
• First aid and CPR trained.
• Experience working with ticketing systems such as AuidenceView, an asset
• Exceptional customer service skills and the ability to positively contribute to guest experiences.
• Ability to deal courteously with large numbers of customers.
• Knowledge of basic cash handling procedures with strong attention to detail.
• Ability to maintain a high-level of poise and professionalism at all times and in all circumstances.
• Strong written and verbal communication skills.
• Demonstrated proficiency in Microsoft Office Suite programs (i.e. Excel, Work, Outlook) as well as ticketing/CRM software.
• Strong interpersonal skills with a demonstrated ability to work both independently and as part of a team.
• Ability to think critically and problem-solve on the spot.
• Ability to initiate and build relationships with customers & interact through different mediums.
• In accordance with the FirstOntario Performing Arts Centre’s Mandatory Vaccination Policy, proof of all required doses of a COVID-19 vaccine approved by Canada are required.

Additional Info: Equity, Diversity, and Inclusion:

At FirstOntario Performing Arts Centre, a diverse, inclusive, and equitable workplace is one where all employees and volunteers, whatever their gender, race, ethnicity, national origin, age, sexual orientation or identity, education, or disability, feel valued and respected. As an employee, I am committed to a nondiscriminatory approach to all work activities and personal interactions with coworkers, volunteers, clients, and customers. I will respect and value diverse life experiences and heritages and will ensure that my contributions to the FirstOntario PAC team reflect this at all times.

Health & Safety:

All employees will be expected to follow all company policies and procedures with regard to Health & Safety. A worker shall work in compliance with the provisions of this Act and the regulations; use or wear the equipment, protective devices, or clothing that the worker’s employer requires to be used or worn. A worker must report to his or her employer or supervisor the absence of or defect in any equipment or protective devices of which the worker is aware and which may endanger himself, herself, or another worker; and report to his or her employer or supervisor any contravention of this act or the regulations or the existence of any hazard of which he or she knows. No worker shall remove or make ineffective any protective device required by the regulations or by his or her employer, without providing adequate temporary protective device and when the need for removing or making ineffective the protective device has ceased, the protective device shall be replaced immediately; use or operate any equipment, machine, device or thing or work in a manner that may endanger himself, herself or any other worker; or engage in any prank, contest, feat of strength, unnecessary running or rough and boisterous conduct. A worker is not required to participate in a prescribed medical surveillance program unless the worker consents to do so. (OHSA Sec. 27)

Our PAC Employee Promise

Working at the PAC means embracing the values of collaboration, creativity, care and continued learning. The PAC is a casual, creative environment that offers an open-concept, pet-friendly workplace, supports flexible work schedules and believes in the importance of a healthy work-life balance.

Click Here to Apply

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