Patron Service S Coordinator

Patron Services Coordinator

Woodruff Arts Center employees play an integral role in creating and supporting great art and education initiatives at the nation's third largest arts center. Comprised of three Art Partners—Alliance Theatre, Atlanta Symphony Orchestra and High Museum of Art—there's a role for everyone at The Woodruff.

Reports to: Box Office Manager

FLSA: United States of America (Non-Exempt)

Employment Status: Regular/Full time

The Tony Award® winning Alliance Theatre is the leading producing theater in the Southeast, reaching more than 165,000 patrons annually. Over 140 productions have premiered at the Alliance Theatre, including eleven that transferred to Broadway and one to Netflix.

Off the stage, the Alliance Theatre is dedicated to education and community engagement. Through performances, classes, camps, in-school initiatives, online programs, and more, the Alliance Theatre reaches over 100,000 students and community members annually.

The Alliance Theatre's mission is to expand hearts and minds on stage and off through the power of storytelling.

POSITION DESCRIPTION: The Patron Services Coordinator is a key member of the Patron Services team, reporting to the Box Office Manager. This position provides direct, hands-on support in both Box Office operations and Front of House (FOH) patron-facing duties. The ideal candidate is organized, personable, and thrives in both administrative and live event environments.

During regular business hours, the Patron Services Coordinator focuses on ticketing, memberships, subscriptions, education-related ticketing and registration. During performances and events, they serve as part of the Show call and Front of House team, welcoming patrons, resolving seating and ticketing issues, and ensuring every guest has an outstanding Alliance Theatre experience.

This position requires strong attention to detail, exceptional customer service, and the ability to remain calm and professional in fast-paced or high-volume situations.

WORK SCHEDULE: Full-time; some weekdays, with regular nights and weekends required for show coverage.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Customer Service & Patron Experience:

• Serve as a primary point of contact for patron inquiries via phone, email, and in person at the window and show call shifts.
• Provide professional and prompt assistance with ticketing, memberships, subscriptions, and general patron inquiries.
• Resolve patron issues in a friendly and professional manner.

Ticket Sales & Patron Services:

• Process ticket sales and exchanges for performances, classes, camps, and other events using Tessitura or similar CRM systems.
• Support the sale and renewal of season subscriptions and memberships.
• Process complimentary tickets, vouchers, and special offers as directed.
• Perform show call responsibilities, including printing will-call tickets and seating books and assisting with in-person ticket sales.
• Assist with education program registration, including Education camps, workshops, and classes.

Front of House Responsibilities:

• Serve as the hands-on deck patron support during performances, assisting the Front of House Management team with customer service.
• Greet and assist patrons, ensuring safe, efficient, and welcoming entry and exit in seating process.
• Work closely with ushers, security, and stage management to ensure cohesive experience.
• Help resolve seating discrepancies and last-minute ticketing issues in collaboration with the Show Call team.
• Create a report and communicate patron feedback or incidents to the Front of House Manager and various departments including Marketing.

Special Events & Access Programs:

• Assist with ticketing and support for access initiatives, including Tickets for Teachers, Library Passes, and veterans' programs.
• Provide on-site support for special events such as Toddler Takeover, one-day camp sales, and other community initiatives.
• Participate in outbound calling campaigns for ticket sales, membership renewals, fundraising efforts.

Administrative Support:

• Maintain accurate patron and ticketing records in Tessitura.
• Support daily sales reports, cash handling, and reconciliation as directed by the Box Office Manager.
• Assist with Box Office supply maintenance and inventory.
• Participate in departmental meetings and contribute to improving patron-facing operations.

QUALIFICATIONS:

•High school diploma or equivalent required; a background in theatre, arts administration, or customer service preferred. •Minimum of 2 years of experience in a box office, customer service, or front-of-house environment, preferably in a performing arts or live events setting. •Experience with Tessitura or similar CRM/ticketing systems strongly preferred. •Availability to work evenings, weekends, and holidays as needed for performances or events. Skills and Abilities: •Exceptional communication skills (verbal and written) with a warm, professional demeanor. •Ability to remain calm, organized, and effective during busy or high-pressure moments. •Strong attention to detail and accuracy in data entry and cash handling. •Collaborative and adaptable team player with a strong sense of hospitality. •Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

PHYSICAL DEMANDS/WORK ENVIRONMENT:

•Ability to stand or walk for extended periods during performances and events. •Occasional lifting of up to 25 lbs. (supplies, ticket stock, signage, etc.). •Work environment ranges from quiet office settings to busy, high-traffic lobbies during showtimes.