PAC NYC
Audience Services Lead Representative Job at PAC NYC in New York
PAC NYC, New York, NY, United States, 10261
About Perelman Performing Arts Center (PAC NYC)
Following 9/11, the community and civic planning process that resulted in the World Trade Center master plan in 2003 envisioned a new performing arts center as one of the anchors of the site. The Perelman Performing Arts Center (PAC NYC) opened in the Fall of 2023 realizing that plan and becoming the new home for emergent and established artists in theater, dance, music, opera, and multi-disciplinary performance from New York and the world in downtown Manhattan.
Our mission
PAC NYC's mission is to create connections by cultivating bonds between extraordinary artists and communities, with exemplary performances in active dialogue across the arts, and in our flexible, intimate spaces, inviting conversation and new relationships. Our art and our audiences reflect the dynamic energy of all five boroughs of New York City. Our work asks all of us to consider and embrace the complexities of society. Together, we welcome the entire world.
The role:
As the Audience Services Lead Representative, you know how to connect with people, delivering a best-in-class experience to all visitors to PAC NYC. You will process ticket sales for PAC NYC performances, ensuring all customers receive a welcoming and inclusive experience. You will work within PAC NYC's CRM, Spektrix, ensuring that all data is accurately captured, and records of audience communication are recorded accurately. As a Lead, you are responsible for opening and closing the venue and the Audience Services department, will ensure that all PAC NYC policies and procedures are adhered to within the department, and will assist in training and motivating Audience Services representatives.
Your key responsibilities:
Lead responsibilities
This position will remain open until a diverse and qualified pool of finalists has been identified.
Compensation and benefits
This is a non-exempt, hourly position. The hourly rate is $25. This position is eligible for overtime pay, which is paid at 1.5 times the hourly rate.
We encourage you to apply
At PAC NYC, we are committed to building a diverse and inclusive workplace. If you're excited by this role and the job description aligns with you and the work you are passionate about doing, please apply to the position. We encourage all applicants who are committed to contributing to an equitable and inclusive work environment to submit an application for a role with us without feeling like they need to meet every single qualification of the position, specifically people from traditionally excluded/marginalized groups. You might be the right candidate for this role, or for others that we're adding to our team.
Our commitment to creating a diverse and equitable workplace
Equal employment opportunity and a commitment to a diverse staff are fundamental principles at PAC NYC, where employment opportunities are based upon individual capabilities and qualifications without regard to race, color, religion, gender identity, sexual orientation, age, national origin, citizenship, disability, veteran status or any other protected characteristic as established under law.
Following 9/11, the community and civic planning process that resulted in the World Trade Center master plan in 2003 envisioned a new performing arts center as one of the anchors of the site. The Perelman Performing Arts Center (PAC NYC) opened in the Fall of 2023 realizing that plan and becoming the new home for emergent and established artists in theater, dance, music, opera, and multi-disciplinary performance from New York and the world in downtown Manhattan.
Our mission
PAC NYC's mission is to create connections by cultivating bonds between extraordinary artists and communities, with exemplary performances in active dialogue across the arts, and in our flexible, intimate spaces, inviting conversation and new relationships. Our art and our audiences reflect the dynamic energy of all five boroughs of New York City. Our work asks all of us to consider and embrace the complexities of society. Together, we welcome the entire world.
The role:
As the Audience Services Lead Representative, you know how to connect with people, delivering a best-in-class experience to all visitors to PAC NYC. You will process ticket sales for PAC NYC performances, ensuring all customers receive a welcoming and inclusive experience. You will work within PAC NYC's CRM, Spektrix, ensuring that all data is accurately captured, and records of audience communication are recorded accurately. As a Lead, you are responsible for opening and closing the venue and the Audience Services department, will ensure that all PAC NYC policies and procedures are adhered to within the department, and will assist in training and motivating Audience Services representatives.
Your key responsibilities:
Lead responsibilities
- Maintain a high level of communication with the Audience Services department and ensure that all Audience Services representatives do the same.
- Provide research and outreach for the Audience Services department.
- Support the Audience Services Managers by following their direction to ensure the successful run of a show.
- Working with the Managers, train and motivate Audience Services staff.
- Under the direction of the Audience Services Managers, facilitate the enforcement of all performance guidelines and policies as set forth by PAC NYC.
- Assist in house managing venues on the 4thlevel under the direct supervision of a Manager of Audience Services.
- Check venue facilities before and after the performance to ensure that the space may be used to its potential. Report all repair and maintenance needs to the Audience Services Manager.
- Initiate a positive customer experience while communicating with a diverse patron base.
- Assist patrons with inquiries related to their PAC NYC experience, such as directions, parking, restaurant, and hotels.
- Actively work to resolve customer complaints and problems before escalating to a senior Audience Services team member.
- Sell and process all ticket sales in Spektrix, including single tickets, subscriptions, group tickets and exchanges.
- Process sales accurately and efficiently within Spektrix following all department policies and procedures.
- Engage in active selling of events, including upselling. Maintain knowledge of all offers, promotions, and upcoming events.
- Solicit donations to the Annual Fund by requesting a monetary donation during ticket sales.
- Update customer records accurately in the Spektrix software application including correct spelling of name, mailing address, phone number and email address.
- With calm and precision, execute PAC NYC emergency procedures in the event of an emergency.
- Excellent customer services skills, with the ability to handle all customer interactions with respect and diplomacy.
- Experience in a managerial or leadership role within a customer or audience service environment.
- Ability to remain flexible and professional; effectively communicate and work with all levels of constituents.
- Cash handling and credit card transaction processing experience required
- Experience using a ticketing platform and multi-line phone system is preferred.
- High level of computer aptitude and proficiency in Microsoft Office programs.
- Excellent written/verbal communication skills with a strong ability to multi-task
- Able to stand for long periods of time and maintain a professional appearance
- Bilingual, multilingual or fluency in ASL a plus.
- A genuine interest in performing arts; experience in the arts or with an entertainment venue is ideal.
- A commitment to anti-racism and an eagerness to create a culture of belonging.
- CPR Certification a plus.
- Availability on morning, nights, weekends, and holidays
- Final candidates must successfully complete a background check
This position will remain open until a diverse and qualified pool of finalists has been identified.
Compensation and benefits
This is a non-exempt, hourly position. The hourly rate is $25. This position is eligible for overtime pay, which is paid at 1.5 times the hourly rate.
We encourage you to apply
At PAC NYC, we are committed to building a diverse and inclusive workplace. If you're excited by this role and the job description aligns with you and the work you are passionate about doing, please apply to the position. We encourage all applicants who are committed to contributing to an equitable and inclusive work environment to submit an application for a role with us without feeling like they need to meet every single qualification of the position, specifically people from traditionally excluded/marginalized groups. You might be the right candidate for this role, or for others that we're adding to our team.
Our commitment to creating a diverse and equitable workplace
Equal employment opportunity and a commitment to a diverse staff are fundamental principles at PAC NYC, where employment opportunities are based upon individual capabilities and qualifications without regard to race, color, religion, gender identity, sexual orientation, age, national origin, citizenship, disability, veteran status or any other protected characteristic as established under law.