Box Office Lead

Job Profile

The Box Office Lead is an essential member of the St. Petersburg Opera (SPO) team. This part-time position manages the organization’s ticketing system and assists patrons with ticket purchases and special requests with patience, courtesy, and professionalism. The Box Office Lead maintains the integrity and accuracy of the ticketing database, provides exceptional customer service, and supports ticketing operations at performances and donor events. The position plays an important role in building and maintaining positive relationships with subscribers and patrons, many of whom are longtime supporters and donors of the company. Because SPO operates with a small, collaborative staff, the successful candidate must be flexible, detail-oriented, and able to contribute to a positive team environment. The Box Office Lead reports directly to the Business Manager and ultimately to the General Director. Attendance is required at all performances and donor events, both on-site and at offsite venues, including evenings and weekends.

Duties & Responsibilities

Box Office Operations

• Perform all box office functions including subscriptions, single ticket sales, group sales, and online ticketing, ensuring prompt and accurate fulfillment.
• Serve as the primary point of contact for patrons purchasing subscriptions or individual tickets, providing service consistent with the policies and practices of St. Petersburg Opera.
• Answer box office phone calls and respond promptly to patron emails.
• Maintain and update the box office voicemail regularly and return calls daily.
• Contact past subscribers who have not yet renewed and encourage them to review available subscription packages.

Database Management

• Maintain and update the patron database monthly to ensure accuracy and integrity.
• Merge duplicate records, maintain concise household records for couples, update patron contact information, and remove deceased patrons as appropriate.
• Monitor ticketing software functions and ensure accurate reporting.
• Serve as liaison between SPO and the ticketing software provider.

Ticket Fulfillment & Event Support

• Print and prepare Will-Call and Print-and-Mail tickets for distribution.
• Serve as liaison with box office personnel at the Palladium and other offsite venues, communicating relevant ticketing and patron information.
• Be present at any offsite venues at the start of all mainstage performances to assist with ticketing issues as they arise.
• Open and staff the box office during all ticketed events and donor appreciation events at Opera Central.
• Provide support at offsite performances and donor events, assisting with patron check-in and admissions as directed.

Internal Coordination

• Process complimentary tickets for staff and cast according to company policy and communicate comp status with Stage Managers and other personnel.
• Create events and campaigns within the ticketing software as directed by management.
• Prepare gift certificates for charity events and other uses as directed by management.

Patron Experience

• Maintain a welcoming, enthusiastic, and professional atmosphere for patrons in person, by phone, and in written communication.
• Build and maintain positive relationships with subscribers and patrons, ensuring a high standard of patron service.
• Perform additional duties as assigned.
• Create, distribute, collect, and analyze post-event surveys to gather audience feedback to improve future event experiences and for grant reporting purposes.
• Create and disseminate automated pre-show emails containing event details, parking, and house policies to ticket holders for each specific performance event.

Qualifications

• Administrative or office management experience with exceptional data entry accuracy.
• Outstanding customer service skills in phone, written, and in-person communication.
• Strong interpersonal skills and emotional intelligence, with the ability to interact professionally with patrons, donors, board members, colleagues, and the public.
• Excellent organizational and multitasking abilities; able to work well under pressure.
• Experience handling payments and maintaining accurate financial transactions.
• Strong writing and proofreading skills.
• Strong spread sheet knowledge and experience

Schedule
Base Hours: Monday–Friday 12:30p – 5:30p
Variable Hours: Evening and weekend availability required for performances and events, which may extend beyond the base hours. Flexibility to arrange for a compressed work week with prior approval is available during Show/Performance Week(s)

Pay: $22.00 - $27.00 per hour

Benefits:

• Health insurance
• Paid time off
• Retirement plan

Work Location: In person