BOX OFFICE & CUSTOMER SERVICE MANAGER

Flushing Town Hall seeks an experienced professional for the role of Box Office & Customer Service Manager. Reporting to the Director of Marketing and Community Engagement, this position is Full-Time with a $65K salary, flexible full-time of 40 hours a week, including event and weekday coverage, and full benefits. The role oversees the Box Office and Gift Shop staff as well as the House Manager, ensuring seamless front-of-house and guest service operations.

Who are we?

For 45 years, we've been a hub of creativity and cultural exchange in Queens and NYC. As a member of NYC's Cultural Institutions Group (CIG) and a Smithsonian Affiliate, Flushing Town Hall is a presenting arts council that showcases global interdisciplinary arts that educates and inspires.

At Flushing Town Hall, we're proud advocates of arts equity, supporting local, immigrant, and international artists. Our historic 1862 landmark is not just a building— it’s a vibrant space where partnerships and collaborations thrive. From jazz performances celebrating Queens' musical legacy to hands-on arts education, we’re passionate about engaging everyone from the arts-curious to seasoned professionals. Join us in upholding the legacy of inclusiveness that defines our community, reaching back to the Flushing Remonstrance of 1657.

PRIMARY RESPONSIBILITIES INCLUDE:

Provide the highest standard of customer and artist experience.
Interview, hire, train, schedule, and manage box office staffing (Box Office and Customer Service Associate and Box Office Day of Event Staff), ensuring coverage at all ticketed and free events as needed, and ensuring that all policies and procedures are followed.
Interview, hire, Train and oversee the House Manager(s) to ensure efficient front-of-house operations at events, including box office staff, volunteer coordination, crowd control, facility needs, and resolving real-time issues during events.
Using AudienceView Professional to create & maintain ticketing pages for FTH ticketed/free events for website use (e.g., write event descriptions, create seating sections, set capacity, set prices, etc.) as instructed by Marketing Director/Programming Staff.
Create and provide ticketing page links (internally known as “deep links”) on Audience View Professional and provide them to the Marketing Associate for the website.
Create public and private/coded ticket types, membership packages, and discounted ticket types on Audience View Professional for FTH events, as instructed by Marketing Director/Programming Staff.
Respond to incoming phone calls, voicemails, and email inquiries throughout the week and on the day of events.
Process day-of-show will-call, walk-in, and comp ticket orders at events using Audience View Professional.
Generate and send weekly and post-event reports to the Executive, Marketing, and Finance Directors, as well as Program lead, and Anat Gerstein.
Manages digital website Shop, including order fulfilment and inventory management.
Sourcing, training, and supervising event volunteers
Coordinating with Director of Facilities who is responsible for Gift Shop inventory purchases and management.
Oversees Box Office staff management of quarterly reporting for artist merchandise sales and coordinates with Director of Facilities on annual inventory reports for Finance
Oversees Box Office staff labeling of inventory and entry of inventory into inventory system
Oversee Gift Shop staff, including processing credit card/cash transactions, generating reports, website Shop management and order fulfilment, occasionally serving as the shop salesperson.
Ensure compliance with all institutional policies and finance procedures.
Provide strategic recommendations at Weekly Marketing Meetings to the Executive, Marketing/Development/Program Directors based on audience and staff feedback.
Act as occasional front desk coverage during weekday office hours.
Perform other administrative duties related to the functions described above.

WORKING WITH THE DIRECTOR OF MARKETING & COMMUNITY ENGAGEMENT:

Coordinate with Director of Marketing around customer service and safety protocols to ensure that they are updated as needed.
Develop and implement patron/group sales research and outreach.
Track ticket sales and report to Director of Marketing, Executive Director, and Program lead.
Maintain member and customer database on Audience View (i.e merging duplicates, updating contact information).
Manage marketing/event tracker and ensure creation of shared asset folders for upcoming events.
Coordinate with box office staff to distribute flyers, facilitate cold calls/cold emails, create calendar listings to help promote FTH events.
Perform any other marketing tasks related to community engagement and customer service.
Develops and generates mailing lists for snail mail and email marketing.

WORKING WITH EXECUTIVE/ ARTISTIC DIRECTOR, DIRECTOR OF DEVELOPMENT, & DEPUTY DIRECTOR

Pull and organize patron reports and mailing lists for emails and physical mailings.
Provide Weekly and final ticket sales’ reports to Director of Marketing, Executive Director, and Programs lead, and Anat Gerstein PR Team
Provide event attendance reports for funding applications.
Pull member reports for Development Department.
Assist with ad hoc admin work.

WORKING WITH FINANCE FIRM

Ensures sales & monies are balanced in accordance with finance procedures,
Create and reconcile all box office and gift shop reports & maintain cash levels
Ensure security of box office and gift shop money.
Submits and approves Box Office Staff timesheets to Finance in a timely manner

WORKING WITH THE DIRECTOR OF FACILITIES & OPERATION

Assist with management of Gift Shop (duties described in Primary Responsibilities).
Troubleshoot issues in Director’s absence.
Provide vendor reports.
Notify Director of Facilities when weekly cash box office/gift shop reports are ready for bank deposit.

EXPERIENCE & SKILLS:

Must have experience in the hospitality industry.
Must have experience in Box Office ticketing systems and management.
Must have experience with retail, specifically Point-Of-Sale systems.
Previous office management experience required, preferably in a non-profit or arts institution.
Proactive, self-starter with strong organizational and customer service skills.
Excellent communication skills and the ability to carry out a wide array of duties.
Comfortable handling cash and payments.
Able to work well in a team environment with minimum supervision.
Passion for the arts— particularly music, dance, theatre, puppetry, and the visual arts.
Familiarity with project management applications such as Airtable is a plus.
Experience with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) is a plus.
Bilingual ability in Flushing Town Hall’s core languages is a plus. English plus Mandarin Chinese, Korean, Spanish, and/or Hindi preferred.

To apply, please submit a cover letter and resume to info@flushingtownhall.org by Saturday, November 30 for consideration.

Flushing Town Hall is an Equal Opportunity Employer: Flushing Town Hall provides equal access and equal opportunity in employment and services and does not discriminate on the basis of race, color, religion, ancestry, national origin, sex, pregnancy, age, disability, marital status, familial status, sexual orientation, or physical ability.

Application Instructions / Public Contact Information

To apply, please submit a cover letter and resume to info@flushingtownhall.org by Saturday, November 30 for consideration.

Application Deadline
11/30/2024

Flushing Town Hall jobs

Box Office and Customer Service Manager