American Repertory Theater

64 Brattle Street
Cambridge, MA 02138

Date Posted:
July 19, 2019

Eastern Massachusetts



Ticket Services Representative


Duties & Responsibilities

Position Summary
Duties & Responsibilities: Under the leadership of Artistic Director, Diane Paulus, the American Repertory Theater (A.R.T.) is poised to extend its Box Office services to support the vision of the Artistic Director and our productions, while enhancing the cultural climate of the community, and creating a model for American theaters. With this new visibility and energy, the Ticket Services Representative will join a Patron System/Ticket Services Department that is designed to respond the highest level of customer satisfaction.
Reporting to the Ticket Services Manager, the Ticket Services Representative is an important member of an evolving Patron System/Ticket Services Department for the A.R.T. This position will be the primary point of contact for our Club Theater Ticket Office and will provide ticketing services at the A.R.T. Ticket Office. The successful candidate will undertake a broad range of ticketing transactions and data cleaning responsibilities, which enable the box office to provide high-quality customer relations. This includes the timely processing of all ticketing transactions and maintenance of accurate constituent data on the theater’s Tessitura database, updating records as needed, and generally ensuring the accuracy of customer and transactional information. Please note: This is a six-month term assignment with the option to extend.
Position Responsibilities
The Ticket Services Representative will efficiently and effectively process single ticket transactions, subscription orders, ticket exchanges, ticket donations and other solicited donations. Works on projects as assigned by the Ticket Services Manager and the Head of Patron Services. Adheres to theater’s policies and procedures; works in a safe manner; performs duties as workload necessitates; maintains a positive and respectful attitude; communicates regularly with supervisor about department issues; demonstrates efficient time management and prioritizes workload; demonstrates regular and consistent attendance and punctuality; meets department productivity standards; participates in theatre events as needed or required.

The Ticket Services Representative is responsible for sharing Ticket Services policies, procedures and seasonal information with the other representatives to promote Patron Services/Ticket Services consistency. The Ticket Services Representative will solicit clarity of information from the management team when scenarios of conflicting or missing information present themselves to the representative staff. Must be confident in fielding questions about the ART season on the phones for inbound calls and outbound calls. May also be responsible for Ticket Services opening and/or closing procedures. Additional duties as assigned.

Additional Information

This position is subject to periodic unpaid leaves of absence based upon the production calendar. This position requires occasional overtime and the ability to work some early AM shifts. This position will work nights and weekends and over holidays. The Ticket Services Representative is deemed critical during the production run.
Work Schedule: 22 hours per week during production runs and additional required hours on a flexible schedule during periods of subscription on sale, special events, and rentals that require ticketing support.

**This position works mostly evenings and weekends**

Basic Qualifications

Candidates MUST meet the following basic qualifications in order to be considered for this role:
Two years of experience in a box office environment using Tessitura or similar CRM database.

Additional Qualifications

Basic computer knowledge of Google docs. Required to work holidays, evenings and weekends. Excellent attention to detail and accuracy. Excellent typing skills. Self-starter with ability to problem-solve efficiently and effectively. Ability to multi-task in a fast-paced office are necessary. Interest or experience in the arts is helpful. Ability to work independently with minimal supervision and with others as part of a team. Can lift 35 pounds. Strong written and verbal communication skills—expressing oneself as well as listening. Self-motivation, attention to detail, and a willingness to learn new skill sets.

How To Apply:

 Apply online at

or search for 49790BR at

Apply by:
August 15, 2019
Please see salary grade 47 at
About this Organization:
The American Repertory Theater (A.R.T.) seeks to to expand the boundaries of theater by continuing to transform the ways in which work is developed, programmed, produced, and contextualized, always including the audience as a partner. The A.R.T. provides a home for outstanding directors, a training ground for young artists, and a vital cultural resource for the community.