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Duties and Responsibilities

Serve as primary liaison for client groups with respect to their ticketing needs per their agreements with the Skirball and Kimmel Centers and other contracted venues. Communicate and explain ticketing policies to clients and gather all information needed to prepare for ticket sales, including box office hours, online ticket sales, ticketing fees, held tickets, consignment tickets, and VIP tickets. Oversee internal preparation of box office for ticket sales, such as setting up events in ticketing systems, staffing extended box office hours, and communicating special ticket policies and procedures with appropriate staff. Oversee preparing and executing will call and ticket sales for events. Ensure that events are set up according to clients' requests and in adherence to their agreements with the specific venue. Interface with marketing staff to prepare tickets for public sale. Ensure that all event marketing and publicity materials that pertain to ticket sales is correct. Manage the organization and maintenance of full event calendar in Google Account to be shared with all box office employees and applicable administrative supervisors. Manage all aspects of client services, including consignment ticket requests, special discounts and complimentary VIP tickets. Mange ticket holds for clients and house staff. Monitor ticket sales on an ongoing basis and provide sales information to clients upon request. Verify all box office settlements for accuracy.

Manage all aspects of box office operations and services. Oversee daily operations to provide efficient, quality service to the University and community clients. Develop and maintain a positive image of box office operations and the Skirball Center among various internal and external constituencies and with other University department and schools. Establish and improve internal operational policies and procedures. Manage show calls (including on weekday evenings and weekend days and evenings) at both the permanent and satellite locations, handle patron needs quickly and in a personable manner, troubleshoot ticketing, hardware, and software issues as they arise. Process settlements at the end of each event, delivering accurate reconciliation reports to all stakeholders in a timely manner. Oversee the preparation and execution of will call and ticket sales for events. Monitor physical condition of box office facilities and arrange for repairs as needed; ensure the safety and security of area, visitors and equipment. Oversee processing of deposits, journals, reports, and payments. Serve as primary customer service liaison for all issues that are communicated to the box office at the windows, via email, by phone, or post. Respond to all issues on a timely basis and in accordance with established policies. Use independent judgment and discretion to resolve escalated client or customer complaints. Analyze customer service concerns and recommend solutions as needed. Attend and participate in staffing events.

Recruit, hire, train, schedule, and evaluate performance of student box office support staff and manage the Assistant Box Office Manager. Actively supervise staff, keep staff apprised of availability, protocol, and special ticket policies, and provide ongoing training as needed. Analyze trends to adjust staffing and accounting practices where needed. Relay pertinent event information and possible customer service issues to staff on a timely basis. Identify and prioritize assignments for staff to ensure deadlines are met and review work for accuracy.

Build and program in Tessitura all events at the Skirball Center and other venues contracted for ticketing services. Manage all facets of the event set-up relating to ticketing including box office and online ticket sales, consignment tickets, and VIP tickets. Ensure that ticket quantities do not exceed venue capacities. Build and program in Tessitura all ticket resale events and products, as needed. Liaison with ticketing vendor to troubleshoot issues and make recommendations to ensure ease of operation and excellent service from box office tellers. Ensure all event information is uploaded with proper ticketing details and hyperlinks to various promotional channels including NYU Home, appropriate websites, and internal tracking documents. Research and fact check upcoming events' individual web sites to verify proper Box Office information is present and show information is consistent with internal records.