Patron Sales Assistant

 

About ECC:

Elgin Community College serves over 9,000 students at every stage of their educational journeys, including university transfer programs, career and technical education, continuing education classes, and adult basic education. As a community, we pride ourselves on nurturing a welcoming campus where every person-students, staff members, faculty members, and campus visitors-feels valued. The work of each ECC employee is central to the college's mission, and as an employer, the college fosters a positive environment through professional challenges, excellent benefits, and opportunities for recognition and camaraderie.

Work Schedule:

Flexibly scheduled with both weekly hours during regular Box Office hours and frequent night/weekend event staffing as needed. 

Successful candidates for this position are expected to work in the state of Illinois.

Rate of Pay:

This position is a grade 10 with a minimum of $15.43. Hourly rate offer will be commensurate with the education/experience, in alignment with the College's compensation philosophy, and the current CBA, if applicable. 

FLSA Status:

Non-exempt

Grant Funded:

No

Job Summary:

An employee in this classification performs work of routine difficulty by providing excellent customer service to all clients and patrons of the Arts Center. Work is distinguished by the ability to analyze and resolve performance-related problems, patron issues, and emergency situations. Immediate supervision is received by the assigned manager.

Required Knowledge, Skills & Abilities:

1. High school diploma or GED with a minimum of one year customer service experience, preferably in the ticketing, entertainment, non-profit arts or hospitality industries equivalent combination of training and experience.
2. Working skill presenting and discussing a wide variety of events, seating options, ticket pricing and sales policies.
3. Working skill in organizing work to meet established deadlines while maintaining attention to detail.
4. Working skill in the use of the Microsoft Office Suite, including but not limited to Word, Excel, Access and Publisher
5. of audiences with varying levels of technical understanding.
6. Working skill in interpersonal interaction to be applied to a variety of individuals with differing education, ethnic and socio-economic backgrounds.
7. Working skills in verbal and written communication.
8. Working skill in operating a personal computer, applicable software and peripheral equipment as well as learning and adapting to new and updated programs and technology.
9. Must be available to work a flexible schedule, including evenings and weekends when required by the department's needs.

 

 

Desired Knowledge, Skills & Abilities:

    1. Working skills in processing payment transactions using a point of sale system
    2. Working skills with box office procedures and ticketing systems

Essential Duties:

1. Conduct complex sales and marketing transactions by phone and in person using the Arts Center's ticketing system. Accept and process all forms of ticket payments-including cash, checks, debit and credit cards.  Enter sensitive patron data including names, home addresses, phone numbers, email addresses and credit card information into the ticketing system (presales cannot be done via scan/swipe payment).
2. Communicate diplomatically with patrons and community members via phone, email, in person to sell/upsell and to notify patrons of special marketing promotions and/or major events changes (e.g. cancellations, rescheduled events).
3. Monitor the Arts Center email folder and social media accounts for patron requests for tickets and information as well as complaints. Respond to emails on the Arts Center's behalf.
4. Assist online buyers in troubleshooting issues.
5. Maintain and update patron data (e.g. merge duplicate patron accounts, enter changes of address, update contact information, process requests to be removed from marketing mailing lists)
6. Using the ticketing system and Excel, run, export, edit formatting, and reconcile ticketing reports, including the daily deposit report, performance occupancy reports on day of show, operator sales reconciliation reports at end of each work shift, and all other reports as requested by supervisor. Deliver daily cash/credit card deposits to Student Accounts.
7. Coordinate day of event sales and customer service for up to 800 attending patrons.
8. Problem-solve all patron seating issues; troubleshoot rental client and artists' management ticketing issues.
9. Coordinate with Patron Services Assistant  and the Event Coordinator to convey house size, ADA accessible seating needs and any other special patron and rental client requests. Provide ADA listening devices to patrons. 
10. Assist with the sales and settlement/reconciliation of merchandise sales. 
11. Act as back up to the Patron Services Assistant.
12. Exercise autonomous authority to refund/exchange tickets and adjust fees to mitigate/resolve customer service issues and maintain customer relationships.
13. Listen, analyze, and use knowledge of facilities and events to accommodate  and identify solutions to patron's wide and varied needs.
14. Serve as first contact and provide college-wide information (even if it is not Arts Center related) for all campus visitors using the West  Building H (Arts Center) campus entrance.
15. Know and communicate Arts Center, college, artist, and rental client information and policies.
16. Create and maintain a Sales Reference Guide on upcoming artists, performances, and events so that the Box Office team can confidently and uniformly serve as experts on upcoming events and are able to convey this knowledge to patrons and potential patrons.
17. Maintains required training, licensure and/or certifications
18. Maintains confidentiality of privileged information and adheres to applicable privacy laws
19. Demonstrates sensitivity, understanding and respect of diverse populations within the workplace.
20. Maintains an understanding of the work of colleagues to effectively provide backup and/or support for co-workers during times when the division is short-staffed or experiencing an increased volume of work.
21. Adheres to department guidelines for attendance and punctuality

Other Duties:

1. Perform other job-related duties as assigned which pertain to the job description.
2. Ability to work a flexible schedule which includes days/evenings/weekends as needed by the department.

Physical Demands:

Sedentary (up to 10 lbs occasionally, sitting most of the time)

Visual Acuity:

Close visual acuity (e.g. computer, assembly)

Work Environment:

Loud noise

Environmental Conditions:

Typical office or administrative

Current SSECCA Union Member Information:

Equal Employment Opportunity Statement: