Guest Services Associate

POSITION: Guest Services Associate

DEPARTMENT: Marketing

CLASSIFICATION: Full-time / Hourly / Non-Exempt

SUPERVISOR: Guest Services Manager

OVERVIEW
Founded in 1947 by Nina Vance, the Alley Theatre is a pioneer of regional theatre, and one of the leading nonprofit theatre companies in the United States. The Alley has been awarded the prestigious Regional Theatre Tony Award® and the Texas Medal of Arts Award. The Alley has transferred productions to Broadway, Off-Broadway, major European Festivals, and to 40 American cities. Unique among regional theatres, the Alley is committed to maintaining a Resident Acting Company and providing them with work year-round. Nationally recognized directors, actors, playwrights, and designers from across the country have regularly joined the Resident Acting Company.  
 

Rob Melrose, Artistic Director at the Alley, took over as artistic leader of the organization in 2019. His vision for the future of the Alley is both thrilling and ambitious. His strategic goals include upholding the Alley’s artistic excellence, keeping longtime Alley Theatre devotees eager to return each season, and creating productions and cultivating new audiences.
 

Rob Melrose, Managing Director Dean Gladden and the Alley’s leadership team are committed to fostering an environment where everyone is encouraged to bring their authentic selves.

JOB STATEMENT

Guest Services Associates provide customer service by assisting patrons with ticket and subscription orders over the phone, web and email, and in person at the walk-up window. Associates will work on show nights distributing will call and assisting patrons at the window. Associates will become knowledgeable of current productions and product offerings to best assist patrons. 

Guest Services Associates are full-time positions working 40 hours per week.  The shifts are generally 8 hours/day within the hours of 9:00 am to 8:30 pm. Applicants must be available evenings and weekends, along with occasional shifts outside of stated hours. Occasional overtime may be necessary.


JOB DUTIES

• Efficiently and effectively process ticket purchases and exchanges in Tessitura.
• Communicate with patrons via phone, email, and in person. 
• Check phone messages and return calls throughout the day.
• Participate in the Subscriber Renewal campaign which includes outbound calling, emails, and in-person visits.
• Become adept at Season Subscription Sales, including upselling single ticket buyers.
• Be a welcoming presence at will call and provide patron-centric assistance for all ticketing needs.
• Assist Guest Services Manager and Lead Associate with special patron-centric projects.
• Attend meetings as needed.
• Work well with other Key Collaborators (i.e., other Guest Services staff, Management, Leads, and other Alley Theatre Staff).

Provide patrons with the best available solutions within our policies and procedures.

REQUIREMENTS (SKILLS and KNOWLEDGE)

• Sales intuition, active listening, efficiency, patron-centric customer service, precision, communication.
• Ability to work in a fast-paced, energized and quickly changing environment.
• Be articulate and energetic to ensure customer needs are met, complaints are resolved, and service is provided quickly and efficiently.
• A proactive approach to problem-solving with strong decision-making skills.
• Detail-oriented, able to prioritize efficiently and multi-task.
• Ability to maintain confidential information.
• Excellent verbal and written communications skills.
• Exhibits a positive attitude with good communication and interpersonal skills.
• 2-3 years of experience in sales or customer service preferred.
• Experience with ticketing software such as Tessitura preferred.
• High School graduate or GED required.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift and move 25 lbs.
• Must be comfortable working in a fast-paced environment where directions and priorities can change rapidly.
• This position requires flexibility to be available for weekend, holidays, and evening work hours as needed.

BENEFITS & PERKS

• Medical, dental and vision insurance
• Paid vacation, floating holiday, and sick time
• 401(k) with matching, FSA, HRA (Alley paid deductible)
• Free and discounted tickets to Alley Theatre performances
• Bi-weekly $4 discounted parking
• Discounted gym membership
• Employee wellness program & EAP
• Houston, TX is one of the most affordable cities in the nation with no state or city income tax.
   

TO APPLY
To apply for this position, please go to the following link on the Alley’s website and apply.
https://www.alleytheatre.org/about-us/opportunities/employment

Alley Theatre is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at hrdept@alleytheatre.org.

The Alley Theatre is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status or any other characteristic protected by applicable local, state, or federal law. We encourage people of all backgrounds to apply.