Patron Services Coordinator

Category
Full Time

REPORTS TO: Patron Services Manager 

LOCATION: Bethesda, MD

DEPARTMENT: Administration            

FLSA Status: Exempt

POSITION STATUS: Full time, 40 hours/week – four weekdays and one weekend day each week, 9 a.m.-5 p.m, during show run. Monday through Friday schedule otherwise.

Will include some holidays and evenings

JOB SUMMARY:  

This position is responsible for supporting the Patron Services Manager with special attention to education registrations including monitoring and maintaining student enrollment procedures; resolving patron challenges; maintaining an organized and approachable environment to welcome guests; and fostering a warm and welcoming environment for all guests. The Patron Services Coordinator also supports sales operations as a ticket seller and education class registrations as a registrar.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Box Office Management 

  • Serve as deputy for Patron Services Manager.
  • In collaboration with the Patron Services Manager, hire, train, and supervise part-time Patron Services Associates. Assist Patron Services Manager with scheduling when needed. 
  • Manage team communication around day-to-day policies, procedures, and promotions. Be the first line for questions and support for the Patron Services team. 
  • Serve as Manager on Duty, selling tickets, processing subscription and registrations, and resolving guest experience concerns. 
  • Work with the Database Manager and Patron Services Manager to ensure accurate use of Tessitura database by all team members. 
  • Enforce Imagination Stage Box Office policies and procedures, including box office security and cash handling procedures.
  • General phone sales, registration, and field trip support as needed. Assist Patron Services Department as needed with other Box Office duties. 

Education Registration 

  • Enter class and camp registrations in the database.
  • Assist the Database Manager with Education builds and on-sales.
  • Process withdrawals and refunds, and send refund confirmations to customers.
  • Update classes and student information in Tessitura software, ensuring that all registration information is entered chronologically and efficiently.
  • Communicate with the Education Department to troubleshoot problems, creating and maintaining waitlists, and answering emails and phone calls from parents. 
  • Be first in line to answer education-related questions on student registration and payments.
  • Manage and process split payments for registrants and contact any customers with declined payments.
  • Assist our satellite Education Coordinators by creating invoices with the appropriate payment type, certifying totals due, processing check payments when they arrive, pulling invoice reports.
  • Process financial aid requests.
  • Manage required waivers for all camps and classes.
  • Maintain communications with patrons.
  • Monitor attendance and send missed class emails for absent families.
  • Support end-of-fiscal-year closeout.
  • Track financial status of orders.

Organizational Support 

  • Support the contributions and work objectives of work colleagues, including pitch-hitting when possible
  • Contribute to Imagination Stage's anti-racist/anti-oppression organizational goals through strategic partnership, active participation in IDEA initiatives, and rigorous self-reflection and self-accountability

QUALIFICATIONS:

  • Experience demonstrating critical thinking and problem solving
  • Deep understanding of Microsoft Excel and Word, Google Applications (Email, Sheets, Forms, etc).
  • Previous experience with database systems preferred. Previous experience with Tessitura strongly preferred.
  • Stellar, demonstrated customer service and people management skills.
  • Excellent verbal and written communication skills.
  • Ability to organize, prioritize, and successfully manage multiple projects and deadlines.
  • Ability to coordinate with multiple departments.
  • Supremely organized with attention to detail.
  • Ability to work under pressure and to think quickly to solve internal problems and resolve patron issues.
  • Motivated and proactive.
  • A theatrical, entertainment, and/or educational background is not a prerequisite, though it is helpful.
  • Ability to be part of a team and have a sense of humor.
  • Commitment to Inclusion, Diversity, Equity, and Accessibility (IDEA) initiatives and values.
  • Fluency in Spanish is preferred, though not required.

PHYSICAL REQUIREMENTS:

The staff member performing this job will have to:

  • Seat patrons in all areas of the house, including those designed for patrons with and without disabilities.
  • Quickly check the lobby, restrooms, and other areas before the show begins and at intermission to ensure all patrons are seated.
  • Quietly seat patrons in late seating areas without disturbing others during the performance.
  • Maneuver through the theatre’s house and backstage areas to support patrons, ushers, and house management staff, including through many areas that have stairs. 
  • Lead any necessary evacuations of the space.

COMPENSATION:

  • Annual Salary: $41,000 - $49,000, depending on experience
  • 100% coverage for HMO individual insurance
  • Paid Time Off: 10 vacation days; 7 personal days; 7 sick days; 16 paid holidays
  • Transit/Parking benefit
  • Generous free and reduced priced tickets, classes, and summer camps

TO APPLY

Please submit a cover letter and resume to [email protected] with “Patron Services Coordinator” in the subject line.

Imagination Stage celebrates diversity and is committed to creating an inclusive workplace that values members of our whole community. Imagination Stage is an Equal Opportunity Employer. It does not tolerate discrimination against applicants or employees on the basis of gender, race, color, religion, national origin, age, sexual orientation, disability, citizenship, or any other characteristic protected by law.  Candidates from diverse backgrounds are strongly encouraged to apply.

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