Ticket Office Second Assistant Treasurer – Part-Time

Organizational Description

Strathmore is a nonprofit multi-disciplinary arts center outside Washington, DC with multiple venues, strong community partnerships and robust educational programming. Spotlighting world-class talent and serving as a launch pad for local artists, Strathmore presents nearly 400 accessible and affordable events and exhibitions each year in the Music Center, historic Mansion, on our 16-acre campus, at AMP, and throughout the community.

Based one-half mile outside the Capital Beltway in North Bethesda, Maryland, we are a public/private partnership with Montgomery County Government and serve the entire Washington, DC region and the state of Maryland with exceptional artistic experiences and opportunities to learn and connect. Our programming is a vibrant reflection of the community that surrounds us. Strathmore believes the most compelling contemplations of our world are created by artists. Amplifying these creative voices is at the heart of our work.

We are also engaged in and committed to ongoing, institution-wide conversation, education, and thinking about how systemic inequities impact our organization’s work and how best to address that in a way that is consistent with our mission. This promise is made within the broad context of Strathmore’s Inclusion, Diversity, Equity and Access (I.D.E.A.) goals to expand access and diversity, promote inclusion, and build equity for all.  In this proactive way, Strathmore intends to become a fully anti-racist organization. You can read more about Strathmore on our website, including information about our mission and values.

Position Summary

The Second Assistant Treasurer plays a critical role in ensuring that the Strathmore Ticket Office operates efficiently and effectively. As a member of the ticketing team, they provide the highest level of customer service and positive transactional experiences, not only for patrons, but also for the Strathmore team, partner organizations and rental clients.

This position is jointly responsible for, in conjunction with the First Assistant Treasurer and Treasurer, many essential duties and responsibilities, as outlined below. Generally, this position is responsible for customer service, daily oversight of part-time associates, and handling various day-to-day and big-picture operational tasks in Strathmore’s Customer Relationship Management (CRM) system – Tessitura.  An ideal candidate is personable, detail-oriented, and interested in helping the team find creative solutions. The Second Assistant Treasurer reports to the Director of Patron Experience.

Position Summary Work Schedule

Daytime, evening, weekend, and occasional holiday hours based on business needs including working show-time events and handling any necessary post-sales/event processing.

Typical Examples of the Position’s Responsibilities and Duties

Ticketing Services – 30 %

• Provide excellent customer service in accordance with Strathmore’s customer service standards.
• Assist patrons in all ticketing needs by phone, in person, and by email/mail—as well as supporting online ticket sales as needed.
• Process, print, distribute, exchange, and refund tickets (or other instruments of admission) for internal and/or external parties.
• Process gift certificates and subscription tickets (if appropriate).
• Solve ticket and Will Call related challenges and other customer service issues.
• Coordinate donation requests with the Development and Marketing departments.
• Coordinate comp ticket requests as approved by Strathmore management.

Ticket Office Operations – 25 %

• Oversee Ticket Office operations during events and day-to-day, as appropriate, at the Music Center, AMP, and the Mansion.
• Provide, as appropriate, show settlement services, as well as preparing cash, check and credit card deposits in accordance with Strathmore’s established financial policies.
• Create and distribute reports for staff, partners and promoters.
• Coordinate holds with Strathmore departments, partners, artists, and promoters.
• Ensure the ticket office team members are offering membership opportunities and other upsells or benefits to patrons when appropriate.
• Help the PT Ticket Office staff with troubleshooting technical issues, such as functions in Tessitura.
• Share in oversight of Ticket Office Associates regarding database entry, maintenance, and cleanup work as directed by the Director of Patron Experience.
• Must be able to move ticket stock boxes and other heavy (Ticket Office) items averaging 15-20 lbs.

Tessitura Services – 25 %

• Execute comprehensive performance build outs, including prices, scaling, discounts, promotions, reports, and more in Tessitura in collaboration with the Marketing and Programming teams.
• Assist, as appropriate, with event set-up, setting up discounts, promotions, etc.
• Test and troubleshoot web sales in coordination with Marketing and IT.
• Run reports or set up scheduled reports, as necessary, or answer questions utilizing Tessitura Analytics.
• Help to interpret report results to provide insight that helps departments make better decisions.
• Join meetings with internal and regional Tessitura Users Groups and Tessitura Extended Services as needed, and assist in problem solving and creative solutions, specifically as related to Ticketing.

Communication/Collaboration – 20%

• Attend Marketing meetings and contribute ideas for improving Tessitura systems and services as necessary.
• Assist in the preparation of ticketing aspects of marketing campaigns and review materials featuring performances to ensure accuracy of billing, times, dates, and prices.
• Assist Strathmore partner organizations, and other entities, utilizing Strathmore Ticket Operation services, with ticket and patron-related services.
• Provide regular feedback about customer service issues, problems, and opportunities to the Director of Patron Experience.
• Support Strathmore Group Sales to ensure that Patron’s needs are met and that coverage for important group buyers is available during leave of main staff members.
• Perform other duties as assigned.

Accountabilities

Satisfactory completion of this job will be demonstrated by exhibiting excellent attention to detail, anticipating event needs, exercising sound professional judgment, meeting ticket office goals, building and maintaining good working relationships with staff, partners and other colleagues, keeping excellent records, and working well as a member of the Ticket Office team.

Competencies

• Collaborative and energetic work style, superior people skills, a team player, and ability to lead.
• Strong planning and organizational skills, ability to prioritize, manage time efficiently, meet deadlines, detail oriented, positive attitude, excellent problem-solving skills, and have the ability to work well under pressure.
• Maturity, poise, initiative, and flexibility to handle complex situations and sensitivity to handle confidential information with professionalism.

Qualifications/Experience 

• Bachelor’s degree in arts, communications, business, administration, or appropriate related degree or a minimum of five years of ticket office leadership experience and a minimum of three years of ticket office experience in a multi-building performing arts environment.
• Demonstrated experience with the Tessitura Arts Enterprise Software program.
• Demonstrated experience with Tessitura Network Express Web (TNEW) is preferred.
• Interest in, or experience with SQL databases and report building preferred.
• Demonstrated experience in interpreting ticket sales data to inform institutional decisions.
• Proven customer service (concierge) skills with experience in resolving disputes.
• Proven ability to think on one’s feet, to react flexibly and being able to efficiently analyze and interpret the needs of customers – thus being able to offer appropriate solutions.
• Proficient with Microsoft Office, social media platforms, and Internet-based research tools.
• Candidate’s employment is contingent on completion of successful background check.

Compensation and Benefits

This Ticket Office Second Assistant Treasurer is an I.A.T.S.E. bargaining unit (Local 868) member with an hourly rate of $23.13. All compensation, as well as benefits, are pre-determined in relationship to the Collective Bargaining Agreement (CBA).

Application and Inquiries (applications will be accepted until the position is filled).

Please submit the following items:

* Cover letter.

* A résumé showing demonstrable accomplishments as indicated above.

If submitting your application electronically (PDF), the email SUBJECT line must contain the words “Ticket Office Second Assistant Treasurer.” Only qualified applicants will be contacted. Please direct all submissions to: Human Resources, hr@strathmore.org

Although emailed applications are strongly preferred, applications may also be mailed to:

Human Resources

Ticket Office Second Assistant Treasurer

5301 Tuckerman Lane

North Bethesda, MD 20852

Strathmore is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, Strathmore provides employment opportunities without regard to race, color, religion, creed, ethnicity, sex, pregnancy, national origin or ancestry, age, physical or mental disability, citizenship status, marital status, sexual orientation, gender identity, family responsibilities, genetic status or information, military or veteran status or in any status protected by federal, state, or local law.

This policy applies to all terms and conditions of employment, including, but not limited to the CBA requirements for: hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.  Strathmore will not tolerate unlawful discrimination, harassment, or retaliation under any circumstances.