Patron Services Manager - Fine Arts Center

Patron Services Manager - Fine Arts Center

Viterbo University's Fine Arts Center invites applications for the position of Patron Services Manager. This full-time 12-month salaried position will find you working along a nine-member team that supports the 50+ year strong presenting series at the Fine Arts Center Main Theatre and at our downtown La Crosse venue, the Weber Center for the Performing Arts. The Patron Services Manager is responsible for curating and creating a positive first point of contact for Fine Arts Center audiences and ensuring the delivery of excellent customer service and the smooth running of all box office operations. The Patron Services Manager oversees all box office operations, assists with day-to-day patron services operations including processing ticket requests, assisting patrons with their needs, maintaining data accuracy, increasing loyalty and audience experience through sales, while ensuring the highest quality of customer service. The Patron Services Manager oversees all patron services staff on a daily basis. The position manages the day-to-day operations of the box office, implementing and updating as needed all box office policies and procedures including financial and operational procedures necessary to manage all annual ticket sales.

To be successful in this position, you should demonstrate patience, time management, attention to detail, and great interpersonal skills. The successful candidate will demonstrate they can think on their feet, learn from mistakes, and make effective recommendations. Evening and weekend hours are required based on event schedules.

Essential Duties and Responsibilities:

• The Patrons Services Manager will plan, organize, and direct the overall operations of the box office operations under the Fine Arts Center purview.
• Provide exceptional customer service to patrons. Take every possible step to ensure that customers have a welcoming and positive experience, even in difficult situations. Handle issues in an equitable, professional, and courteous manner.
• Account for all ticket sales, cash receipts, and deposits for all ticketed events and manage regular revenue deposits from all box office sales with the business office.
• Serve as liaison to touring artists and rental clientele regarding ticket service requests and daily sales reports.
• Lead, manage, supervise, and motivate the box office staff.
• Hire, supervise, train, and schedule box office students and/or part time employees.
• Supervise box office operations using computerized ticketing systems.
• Ensure safety and comfort of patrons at all public events.
• Administers the full range of ADA Compliance: is the main contact for and supervises oversight of ADA customer inquiries and ADA event seating procedures.
• Develop relationships with community-based organizations, non-profits, local artists, and cultural organizations to seek ways to engage the community through the Fine Arts Center and associated venues.
• Aligns customer service within the Fine Arts Center's standards and practices.
• Other relevant duties as assigned.

General Requirements / Qualifications:

• Bachelor's degree in arts management / business or related field, with three (3) years of experience in an event venue with computerized ticketing, and/or experience in a roadhouse environment and theater operations, and/or working with the public, and/or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.
• Prior theatrical / entertainment ticketed event related experience and experience with Audience View, Professional ticketing or other related programs is preferred.
• Ability to analyze and interpret policy and procedural guidelines and apply this understanding to tasks.
• Proficient in Microsoft Office Suite of products.
• Ability to bring resources together to resolve a problem or provide a solution.
• Ability to prioritize tasks and to delegate them when appropriate.
• Excellent interpersonal and customer service skills.
• Strong supervisory and leadership skills.
• Motivated with excellent organizational and interpersonal skills.
• Excellent written and oral communication skills required.
• AED/CPR and First Aid certification or a willingness to obtain certification.

To apply: Please complete the online employment application form and upload a letter of interest, CV/resume, and three references.

About the University: Viterbo University is a Catholic, Franciscan, liberal arts institution. Viterbo is located in scenic La Crosse, Wisconsin, which has been rated as one of the top places to live in the US. The region features an attractive cost of living, beautiful bluffs and coulees, three major rivers including the Mississippi River, world-class health care and education systems, and easy access to major cities in Wisconsin, Minnesota, and Illinois.