Audience Services Coordinator, Mandell & URBN Annex Black Box Theaters

Overview

The Audience Service Coordinate plays a vital customer service role, administering elements of ticketing and front of house services that prepare audiences for visiting performances and events at Drexel University’s Mandell Theater and URBN Annex Black Box Theater.  The Audience Services Coordinator delivers exemplary customer service and communication to patrons.

Description

This is a <1000-hour/year (average 20 hours/week) per diem position.

The Audience Services Coordinator plays a vital customer service role for Drexel University’s Mandell Theater and URBN Annex Black Box Theater.  The theaters are home to the Drexel Department of Performing Arts dance, music and theatre programs and performance ensembles, and serve the University and outside organizations as spaces for a range of special events, lectures, films, concerts, and performances.  This is an administrative role that interacts regularly with public and University audiences, with some frontline service in ticketing and front of house.  The Audience Services Coordinator has various responsibilities as assigned by Managing Director, including but not limited to the following:

Box Office Responsibilities

• Overseeing ticket sales to enact consistent processes across all performances for Drexel dance, music, and theatre ensembles taking place at multiple performing arts venues and across all events taking place at the Mandell and URBN Annex Black Box Theaters.
• Serving as ticketing database administrator (currently AudienceView), responsible for data standards, building ticketed events, monitoring sales, producing sales reports, maintaining ticket scanners, and troubleshooting as needed.
• Operating phones during set Box Office hours, approx. 4 hours per week designated for Box Office to receive incoming calls.
• Respond to ticketing-related email and phone inquiries.
• Creating and maintaining an organized physical box office.

Front of House Responsibilities

• Drafting event briefings for front of house.
• Assisting Managing Director on scheduling shifts for House Managers.
• Work with Music Program Director to coordinate student volunteer ushers for music ensemble concerts.  Work with producers of theater and dance ensembles to prepare their student ushers for front-of-house assignments.  
• Administering lost and found.
• Being trained in Adult & Pediatric Basic First Aid & CPR/AED, familiar with venue health and safety protocols, and helping to direct emergency response for campus residents and patrons in case of emergency or extreme weather.

Audience Development Responsibilities

• Generating reports and analyzing patron data to work with Managing Director and Head of Performing Arts Department on strategies for cultivating existing and new audiences for department performance ensembles and Mandell Presents.

Performance / Event Responsibilities

• Operate Box Office prior to all performances for Drexel theater and dance ensembles.
• May be called upon to operate box office or serve as lead house manager for a limited amount of priority events.
• This role also serves as back-up for house management, filling in house manager shifts when no others are available.

Preferred Qualifications

• Guest services, including front of house management, box office / registration, the safety and logistics of public audiences, and related event services
• Customer service, organization, and problem-solving
• Availability to work some set weekday business hours with some variable evenings and weekends