Ticketing Services Associate

Posted June 4, 2024

The Ticketing Services Associate will handle tickets/event registrations/group sales as needed, including providing customer service by phone and email, processing ticket orders, and performing onsite ticketing management for events, with a particular focus on providing outstanding customer service to both internal and external constituencies. This position will also work with the front-of-house and production teams to ensure that all are collaborating to provide attendees with a quality, consistent experience at public events, tours, worship services, receptions, and other programs.

Duties and Responsibilities
  • Manage the ticketing office phone and email, which includes processing and assisting patrons with ticket orders and event registrations, answering general questions, directing calls to other Cathedral departments as necessary, and returning messages promptly.
    • This position involves significant on-site phone coverage, including providing customer service and fielding inquiries on various topics such as tours, concerts, worship services, memorial services, weddings, and private events.
  • Add tours and programs to database for online sales, build seating charts and pricing maps for ticketed Cathedral events. Implement ticket pricing structures in coordination with Director of Revenue to help internal departments hit revenue targets.
  • Serve as an administrator for ticketing/group sales and front of house software, including liaising with software sales/service representatives and training other staff on software use as directed by supervisor.
  • Maintain CRM database and manage database clean-up tasks.
  • Oversee onsite ticket/pass fulfillment and check-in (including running day-of box office), and troubleshoot ticket/pass related issues in person, with an emphasis on providing an excellent customer service experience.
  • Reconcile sales and resolve post-event issues.
  • Collect information from applicable departments on reserved seating needs. Prepare reserved seating information for the front-of-house team when needed.
  • Perform database clean-up tasks as directed.

Perform other duties as assigned.

minimum qualifications
  • Bachelor’s Degree / higher education qualification equivalency in hospitality, event planning, arts management, customer service or related field.
  • Two to three years of experience in direct customer service, with some experience assisting customers by phone and email.
preferred qualifications
  • Comfort working with a diverse range of people, specifically in a religious setting with people of diverse faiths and backgrounds; familiarity with Christian faith traditions, beliefs, and terminology preferred.
  • Previous experience with ticketing software strongly preferred.
  • Proficiency in other languages a plus.
  • Experience and knowledge of the non-profit or religious work environment strongly preferred.
  • Familiarity with Theatre Manager, Social Tables, Raiser’s Edge and/or Digital Cheetah a plus.
KNOWLEDGE, SKILLS, ABILITIES
  • Ability to work effectively as part of a team and independently. Ability to review logistical procedures, identify problem areas and optimize performance through procedural changes.
  • Excellent interpersonal and communication skills, in person, by phone, and email.
  • Ability to exercise judgment and decision-making skills; informing and involving the head of the department as needed.
  • Excellent attention to detail and ability to meet deadlines.
  • Ability to coordinate multiple complex tasks and/or projects simultaneously while addressing the office’s needs and maintaining composure under pressure.
  • Advanced computer skills with Microsoft Office Suite; knowledge of word processing, spreadsheets, email, calendar, document distributions, and network software.
WORKING CONDITIONS
  • This position requires work on site. Must be available to work as scheduled or requested, which may at times include monitoring various customer service channels outside of normal business hours.
  • Must be able to work a flexible schedule requiring some weekends, evenings, and holidays, which can include Christmas Eve and Easter Morning.
  • Flexibility in daily schedules when the Cathedral hosts funerals, State events and other special events may be required.
  • The position requires prolonged walking and standing, especially during events; may require reaching, twisting and turning, kneeling, bending, stooping and climbing stairs without a handrail in the performance of daily activities.
  • The need to lift, drag, push and pull chairs, files and other materials weighing up to 25 pounds is also required.
  • This position requires comfort with heights and enclosed spaces.
  • The position also requires grasping, repetitive hand movement and fine coordination in using a computer keyboard.
  • The position also requires near and far vision for reading and preparing written reports and other required documents.
  • Acute hearing is also required when working in environments with a lot of ambient noise.

Washington National Cathedral is an equal opportunity employer and strives to create a more diverse and inclusive atmosphere for all. Applicants will not be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, or national origin.

We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Washington National Cathedral seeks individuals who are committed to our mission. We appreciate interest from those who will contribute to an atmosphere in which diversity is valued and supported.

Hourly rate: starting at $24 per hour

Apply Now

To apply, send a cover letter and resume to [email protected].