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Duties and Responsibilities

Essential Functions & Duties:
• Actively cultivate relationships with patrons while selling and processing ticket sales in
Tessitura, including single tickets, subscriptions, group tickets, exchanges, and voucher
redemptions.
• Stay informed about all offers, promotions, and upcoming events to provide accurate information to patrons.
• Update customer records in Tessitura with accurate details, including correct spelling of names, mailing addresses, phone numbers, email addresses, and other relevant information.
• Assist patrons with inquiries related to their McCarter experience, including directions, parking, nearby restaurants, hotels, and more.
• Proactively resolve customer complaints and issues before escalating them to the supervisor on duty.
• Utilize Customer Service Issues (CSIs) in Tessitura to accurately document all communication between the Patron Services team and patrons.
• Maintain consistent and timely awareness of institutional events, meetings, and other important information via company communication channels.
• Attend all required training sessions as directed by the Patron Services Manager.
• Maintain clear and consistent communication within the Patron Services team.
• Perform additional tasks as assigned by the supervisor on duty, including data management and research.
• Prioritize safe working practices while embodying McCarter's safety and code of conduct policies to maintain a secure environment for all staff and guest artists.
• Participate in the work to make McCarter an anti-racist theater. Actively seek ways to improve our work practices to make the Marketing, Communications & Ticketing department more equitable and inclusive, while upholding and exhibiting our stated values of “justice and joy, beauty and belonging.”

Work Environment:
• Led by our core values, McCarter fosters and expects a culture of care and respect for the
wellbeing of our staff. We seek individuals who share our commitment to fostering an inclusive and supportive workplace, where diverse perspectives are valued and respected.
• Work will primarily be completed in a shared office space in our administrative office and Ticket Office spaces, subject to HVAC cooling and heating.
• This position entails extended periods of sitting, manual dexterity for operating office equipment, and the ability to read and interpret documents, engaging in repetitive tasks, standing, walking, bending, and reaching within the office environment.
• This position requires phone, face-to-face, and email communication with patrons. At times, the office atmosphere becomes energetic and noisy, especially during the hour before curtain of any performance.
• Employees may be asked to use a personal cell phone in order to access authenticator apps and related software necessary for work credentials/multi-factor authentication (MFA). Applicants should be comfortable using their personal devices for these purposes as part of their job responsibilities, as workarounds cannot be guaranteed in order to access certain platforms.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of McCarter.