Patron Services Senior Specialist, Box office


Canada is our stage
Those four words inform everything we do as a catalyst for performance, creation and learning across this great land. We are proud to be a home for many of Canada’s most exciting artists who captivate audiences on our four stages and on our stages across the country.

Our Five Core Values:
Be Considerate
Be Knowledgeable
Be Welcoming
Be Sincere
Go Above and Beyond

Job Number: J0319-0573
Job Title: Patron Services Senior Specialist, Box office
Employment Type: Full-Time continuing
Job Category: Patron Services
Open Positions: 1
Posting Date: March 14, 2019
Closing Date: March 24, 2019
Salary: $25.15 - $25.15/Hour
Language Requirement: Bilingual
Working Hours: Monday to Friday
9:15 - 17:15

Key Activities

Reporting to the Patron Services Senior Coordinator, the Senior Specialist oversees the Box Office front line team, ensures that customers are provided with exceptional service reflecting our five core values and that transactions, processes, protocols and procedures are accurately followed using the appropriate tools and platforms. The Senior Specialist collaborates with, and provides on-going feedback to, management regarding the operations of the Box Office. The Senior Specialist supports, supervises, organizes and coordinates the workload and services provided by the Box Office front line team on a day-to-day basis and ensures that they are kept up to date with internal communications. He/she helps to train and coach the front line team. The incumbent deals with escalated customer service issues and performs clerical, administrative and financial functions associated with event promotion, ticket sales and other activities, as required.

Skill Requirements

Fluently bilingual in both official languages both oral and written with strong communication and interpersonal skills;
Secondary school diploma and a minimum 3 years experience in a ticketing environment or equivalent combination of education and experience;
Experience with a Customer Relationship Management (CRM) business model and with CRM ticketing software, extensive knowledge of subscription and single ticket procedures related to the performing arts;
Extensive customer service experience;
Excellent leadership skills; supervision experience;
Excellent organizational skills; the ability to manage a variety of projects and activities simultaneously;
Excellent decision making and problem solving.
Ability to work under pressure and adapt quickly to a fast-paced environment as part of a very busy team;
Ability to evaluate and manage changing priorities;
Highly motivated self-starter with a lot of initiative who is extremely detail oriented;
Very strong communication skills (both oral and written);
Advanced level in Windows environment and its programs; MS Office Suite and the use of Internet.

A past record of satisfactory attendance and punctuality is a requirement.

Regular attendance at work is an expectation of employment and an essential part of every job.

Who Can Apply

Persons residing in Canada and Canadian citizens residing abroad. Preference will be given to Canadian citizens and permanent residents. Candidates invited to an interview will be responsible for all travel and accommodation expenses. If relocation is required, the successful candidate will be expected to pay for his/her relocation expenses.

As an employer who values diversity in its workforce, we encourage candidates to self-identify as members of the following designated groups: women, visible minorities, aboriginal peoples and persons with disabilities.

While we appreciate all applications, only those selected for interview will be contacted.

Important Notice

If you are a person with a disability and require accommodation for an interview or written exam, please advise us when initially contacted.

The successful candidate will be required to provide a valid Criminal Record Check as a condition of employment