Equity, Diversity and Inclusion:
It is the National Arts Centre’s goal to be a more welcoming, inclusive, accessible, and diverse organization for all Canadians. We believe that the basis of this inclusivity requires a socially and culturally diverse workforce and, therefore, we actively seek to recruit candidates who identify as women, Indigenous, Black, Persons of Colour (IBPoC), persons from the LGBTQ2+ community and persons with disabilities. We encourage you to self-identify in the recruitment process.

COVID-19 pandemic:
The incumbent may be required to work remotely either full-time or in a hybrid fashion until the end of the pandemic. All necessary working tools needed to fulfill the duties and responsibilities of this position will be provided to the employee for this purpose.

Canada is our stage:
The National Arts Centre (NAC) is Canada’s bilingual, multi-disciplinary home for the performing arts. The NAC presents, creates, produces, and co-produces performing arts programming in various streams—the NAC Orchestra, Dance, English Theatre, French Theatre, Indigenous Theatre, and Popular Music and Variety. The Centre also invests and nurtures in our next generation of audiences and artists from across Canada. Our vision is to lead and support the renewal of the Canadian performing arts sector over the next three years, as detailed in The Next Act, the NAC’s strategic plan for 2020-2023. Through collaboration and investment in creation, production, co-production, and dissemination, along with a heightened focus on community engagement, learning, and innovation, the NAC will shape a more diverse, equitable, and inclusive future for the performing arts in Canada.

Job Number: J0721-0861
Employment Type: Full-Time continuing
Job Category: Visitor Experience
Open Positions: 1
Posting Date: July 16, 2021
Closing Date: August 8, 2021
Salary: $45,930.00 - $45,930.00/Year
Language Requirement: Bilingual
Working Hours: Five (5) days of work (35 hours per week).
*Please note that, for training purposes, employees will be scheduled from 9:15 a.m. to 5:15 p.m. Following successful completion of the training program, the employee will be assigned a seven (7) hour afternoon-evening shift that would commence as early at 12:00 p.m. and end no later than 9:30 p.m. Employees will be assigned two (2) consecutive days of rest; these days will be confirmed on the monthly schedule.
Job Reports To: Box Office Senior Coordinator

Key Activities

Reporting to the Box Office Senior Coordinator, the Senior Specialist oversees the Box Office front-line team, ensures that customers are provided with exceptional service 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. The Senior Specialist helps train and coach the front-line team and deals with escalated customer service issues. The incumbent also 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, spoken and written, with strong communication and interpersonal skills;
• Secondary school diploma and a minimum three (3) years experience in a ticketing environment or equivalent combination of education and experience;
• A minimum of two (2) years experience leading a team;
• 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 and supervision experience;
• Excellent organizational skills and 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;
• 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.

All communication will be conducted through email and interviews via videoconferencing. Please ensure to have the most up-to-date information on your resume including your current email address.

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

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 the original or a certified true copy of their education credentials as appropriate, along with proof of a valid Criminal Record Check as a condition of employment.