Torchora
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Key Responsibilities and Required Skills for a Ticketing Assistant

💰 $35,000 - $55,000

Customer ServiceAdministrationEventsArts & Culture

🎯 Role Definition

The Ticketing Assistant is a cornerstone of our guest experience, serving as the first and primary point of contact for patrons. This role is not just about selling tickets; it's about creating a welcoming, helpful, and efficient environment that sets the stage for a memorable event. You will be the friendly face and knowledgeable voice of our organization, responsible for handling inquiries, processing orders across multiple platforms, and resolving issues with grace and precision. Success in this position means ensuring every patron interaction is positive and seamless, directly contributing to the organization's reputation and financial health.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Retail Sales Associate
  • Administrative or Receptionist Role

Advancement To:

  • Ticketing Supervisor or Lead
  • Box Office Manager
  • Patron Services Coordinator

Lateral Moves:

  • Events Assistant
  • Guest Services Coordinator

Core Responsibilities

Primary Functions

  • Serve as the primary point of contact for patrons, delivering exceptional and friendly customer service via phone, email, and in-person interactions at the box office window.
  • Accurately and efficiently process a high volume of ticket orders for single tickets, subscriptions, and group sales using our dedicated ticketing software (e.g., Tessitura, Spektrix, Ticketmaster).
  • Provide patrons with detailed information regarding performance schedules, seating arrangements, venue policies, pricing, and accessibility options to ensure a positive and informed purchasing experience.
  • Manage a cash drawer with precision, performing opening and closing procedures, handling cash and credit card transactions, and balancing daily sales reports.
  • Expertly handle and resolve customer service issues, such as ticketing discrepancies, exchange requests, and seating concerns, with patience and professionalism, escalating complex problems to a supervisor when necessary.
  • Maintain the integrity of the patron database by accurately entering and updating customer information, contact details, and transaction history.
  • Assist with the preparation and distribution of will-call tickets before performances, ensuring an organized and swift pickup process for guests.
  • Proactively communicate important event information, including last-minute changes, postponements, or cancellations, to affected ticket holders in a clear and timely manner.
  • Contribute to revenue generation by actively upselling memberships, season subscriptions, and special packages, and by soliciting donations during transactions.
  • Collaborate closely with the marketing and development departments to stay informed about current promotions, membership benefits, and fundraising campaigns.
  • Generate and compile daily, weekly, and show-specific sales reports for management review, highlighting key trends and reconciliation data.
  • Process ticket exchanges and reprints in strict accordance with established venue policies and procedures.
  • Assist in managing and fulfilling special seating requests, including those for patrons requiring accessible accommodations, ensuring compliance with ADA guidelines.
  • Maintain a comprehensive knowledge of the organization's entire season, special events, and venue layouts to confidently answer a wide range of patron inquiries.
  • Support the Group Sales coordinator by processing group orders, creating invoices, and managing payment schedules for large parties.

Secondary Functions

  • Assist in training new box office staff, volunteers, or seasonal employees on ticketing software, cash handling procedures, and customer service standards.
  • Maintain a clean, organized, and professional appearance of the box office and lobby areas, including restocking brochures and informational materials.
  • Support front-of-house staff during event ingress by scanning tickets, troubleshooting entry issues, and directing patrons.
  • Participate in outbound calling campaigns for subscription renewals, special offers, or to provide critical updates to our most valued patrons.
  • Help manage and respond to inquiries received through the general customer service email inbox, ensuring all messages are addressed promptly.
  • Contribute to the documentation and refinement of box office procedures and training materials to improve operational efficiency.
  • Assist with the setup and operation of temporary or remote box office locations for off-site events or festivals as needed.
  • Monitor online ticket inventory and communicate with the marketing team about sales velocity and availability.

Required Skills & Competencies

Hard Skills (Technical)

  • Ticketing Software Proficiency: Demonstrable experience with at least one major ticketing system (e.g., Tessitura, Ticketmaster, Spektrix, AudienceView).
  • Point-of-Sale (POS) Systems: Competency in operating POS terminals for credit card and cash transactions.
  • Cash Handling & Reconciliation: Strong mathematical skills and proven accuracy in managing a cash drawer and balancing daily finances.
  • CRM Database Management: Ability to accurately input, search for, and maintain customer records in a CRM system.
  • Microsoft Office Suite: Proficiency in using Microsoft Outlook for email communication, Word for documentation, and Excel for basic reporting.
  • Fast and Accurate Data Entry: High level of speed and precision in typing and entering patron and sales information.

Soft Skills

  • Exceptional Customer Service: A genuine passion for helping people and creating a positive and welcoming experience for all patrons.
  • Clear & Empathetic Communication: The ability to communicate complex information clearly and concisely, both verbally and in writing, while showing empathy for customer concerns.
  • Problem-Solving & Conflict Resolution: A calm and resourceful approach to troubleshooting issues and de-escalating tense situations effectively.
  • High Attention to Detail: Meticulous care in processing orders, handling cash, and maintaining data to prevent errors.
  • Composure Under Pressure: The ability to remain calm, efficient, and friendly during high-volume periods, such as on-sales or right before an event.
  • Teamwork & Collaboration: A cooperative spirit and willingness to work closely with colleagues in the box office, marketing, and front-of-house teams.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED equivalent.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Arts Administration
  • Hospitality and Tourism
  • Communications
  • Business Administration

Experience Requirements

Typical Experience Range: 1-3 years of experience in a direct customer service, retail, or hospitality role.

Preferred: Prior experience in a box office, performing arts venue, call center, or similar event-based environment is highly desirable. Familiarity with the arts and culture sector is a significant plus.

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