Williamstown Theatre Festival is hiring: Audience Engagement Assistant in Willia

POSITION: Audience Engagement Assistant (8)

CLASSIFICATION: Seasonal

STATUS: Non-Exempt

REPORTS TO: Box Office Leads and House Managers, with department supervision by the Audience Engagement Manager

SUPERVISES: N/A

LOCATION: On-site in Williamstown, MA

COMPENSATION: $18/hour

HIRING TIMELINE: Applications to be accepted until positions are filled with a priority application deadline of February 17. Application review and interviews to be conducted starting February 18, with an anticipated start date of July 1 and anticipated end date of August 10.

Job Summary

The Audience Engagement Assistants serve as some of the most public-facing members of the Williamstown Theatre Festival team, assisting both the Box Office and House Management in ensuring a smooth Front of House operation during the run of multiple productions in multiple venues throughout the season. Reporting to both Box Office Management and House Management, with department supervision by the Audience Engagement Manager, the Audience Engagement Assistants help the entire team create a patron-centric welcoming environment at the Festival.

Primary Responsibilities and Expectations

• Assist the Front of House operations during performances:
  • Greet patrons and assist them by answering questions, addressing concerns, providing directions, scanning tickets, ushering, and seating
  • Set-up and break down lobby and lawn furniture before and after the performances, as well as ensure the general safety/cleanliness of audience areas
  • Administer the Assistive Listening Device check-out process at performances and troubleshoot issues with patrons
  • Sell merchandise in the lobby Gift Shop
  • Run the Company List check-in process
• Assist downtown Williamstown visitors with wayfinding and by answering questions, once a week at the town’s Information Booth on Spring Street
• In conjunction with the Box Office staff, facilitate ticketing requests—selling and exchanging tickets by phone, email, and in-person, as needed
• Accurately collect and process data in the Salesforce CRM (Customer Relationship Management) platform PatronManager, as well as Square and the Google suite
• Load-in the Front of House operations at the beginning of the season, as well as help the department strike at the end of the season
• Support activities and projects of the Marketing & Communication department, as needed
• Provide event support for season projects and Advancement events, as needed
• Embrace the Festival’s commitment to EDIA and Anti-Racism by actively participating in and encouraging behaviors among staff members that exemplify respect; interrupting microaggressions and other behaviors that hinder our EDIA and Anti-Racism efforts; engaging in the diversification of the workforce; demonstrating a degree of cultural competency that encourages healthy relationships with all company members
• Adhere to all Festival safety protocols
• Must be able to lift at least 25 pounds
• Must be able to work on feet and stand for long periods of time
• Other duties as assigned
• An essential function of this job is in-person work in Williamstown, MA.

Preferred Qualifications

• Previous customer service experience
• Familiarity with a Point of Sale or Customer Relationship Management (CRM) system
• Proficiency with Microsoft Office and Google Suite
• Clear communication/interpersonal skills
• Strong initiative
• Ability to remain flexible and adaptable, particularly in moments when there are unknowns
• Comfort working in a strong sales environment and handling/counting cash
• Ability to gracefully balance competing priorities under pressure
• Keen eye for detail
• Can-do attitude and sense of humor
• Passion for the performing arts and the development of its audiences and promotion of its work

About Williamstown Theatre Festival

Williamstown Theatre Festival is committed to telling diverse stories and to fostering an inclusive environment both onstage and off. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. We believe that opportunity, access, resources, and rewards should be available to and for the benefit of all. Therefore, WTF is an equal opportunity employer, and all qualified applicants shall be afforded equal employment opportunities without discrimination because of race, color, religion, sexual orientation, national origin, age, sex/gender (including pregnancy and gender identity), disability, military status, veteran status, marital status, familial status, ancestry, genetics, or any other class or characteristic protected by federal, state or local law. Candidates from populations underrepresented in the theater field are strongly encouraged to apply.