About this role
POSITION OVERVIEW
The Ticket Concierge serves as the welcoming voice and first point of contact for patrons seeking tickets to San Pedro Playhouse and Classic Theatre productions. This customer service-focused role provides exceptional, personalized assistance to ticket buyers through phone and email inquiries, ensuring every interaction reflects our commitment to hospitality and accessibility. Working a consistent schedule, the Ticket Concierge handles ticket sales, resolves patron concerns, and maintains accurate records in our ticketing system while creating positive experiences that turn first-time buyers into loyal theatergoers. This role does not include supervisory, strategic, or financial oversight responsibilities.
SCHEDULE
Wednesdays: 5:00 p.m. - 9:00 p.m, Thursdays: 5:00 p.m. - 9:00 p.m, Fridays: 5:00 p.m. - 9:00 p.m, Saturdays: 12:00 p.m. - 5:00 p.m. and 6:00 p.m. - 9:00 p.m, Sundays: 12:00 p.m. - 5:00 p.m. (25 hours per week)
KEY RESPONSIBILITIES
● Customer Service & Sales: Answer incoming phone calls and respond to email inquiries from patrons seeking ticket information, performance details, seating options, and pricing. Provide warm, knowledgeable assistance that reflects organizational values and drives ticket sales.
● Ticket Processing: Process ticket orders via phone and email for all productions, including single tickets, subscriptions, flex packages, and special events. Handle payment transactions securely and accurately while ensuring patrons receive confirmation and necessary information.
● Problem Resolution & Exchanges: Address customer service issues with professionalism and empathy, including ticket exchanges, refunds (per policy), seating accommodations, accessibility requests, and general patron concerns. Resolve issues efficiently while maintaining positive relationships.
● Patron Database Management: Update and maintain accurate patron records in the ticketing system (AudienceView), including contact information, purchase history, preferences, and notes from interactions. Ensure data quality and consistency for future marketing and patron engagement efforts.
● Walk-In Support: Provide box office support for walk-in patrons during shift hours, assisting with ticket purchases, will-call pickups, and general inquiries when on-site coverage is needed.
● Collaboration & Communication: Communicate with Advancement and Front of House teams regarding patron issues, special requests, sold-out shows, and other operational matters. Share relevant patron feedback with appropriate departments.
● Product Knowledge: Maintain thorough knowledge of current and upcoming productions, performance schedules, venue seating charts, pricing structures, and organizational policies to provide accurate information to patrons.
● Role Scope & Limitations: This role supports daily operations and does not include staff supervision, strategic planning, or financial management.
QUALIFICATIONS
● 1-2 years of customer service experience, preferably in ticketing, hospitality, retail, or arts/entertainment environments.
● Exceptional phone and email communication skills with warm, professional demeanor and ability to build rapport with diverse patrons.
● Strong problem-solving abilities and patience in handling customer concerns and resolving issues diplomatically.
● Detail-oriented with accurate data entry skills and ability to manage multiple inquiries simultaneously.
● Comfortable learning and using ticketing/CRM systems (experience with Audience View, Tessitura, Patron Manager, or similar platforms preferred but not required).
● Basic computer proficiency including email, web browsers, and willingness to learn new software systems.
● Genuine enthusiasm for theatre and commitment to making the arts accessible and welcoming to all community members.
● Reliable and punctual with ability to work independently during scheduled shifts.
● High school diploma or equivalent required.
OUR MISSION
San Pedro Playhouse produces excellent, relevant, and transformative theater that unites diverse communities through dynamic performances and arts education programming.
OUR VISION
San Pedro Playhouse serves as the artistic hub of San Antonio that fosters a thriving arts community,
contributing to the region's vibrancy and creativity.
OUR CORE VALUES
At San Pedro Playhouse, our core values serve as the compass guiding every aspect of our work, from artistic endeavors to community engagement. These values—artistry, integrity, bravery, joy, and kindness—are not just words on a page; they are the driving force behind everything we do. Together, they form the foundation of our commitment to enriching lives through the transformative power of theater.
CULTURAL COMMITMENT
As a theater company and nonprofit organization, San Pedro Playhouse puts Equity, Diversity, Inclusion, and Accessibility (EDIA) at the forefront of its operations, decisions, and practices. We are working towards this by actively addressing everything from internal policies to evaluating our programming - on stage and off, in our effort to meet these goals. We expect our staff to be on board with this approach by providing ongoing conversations and workshops, welcoming direct and open conversation, and holding ourselves accountable through our community. We are committed to providing the resources to our staff and creative teams as we continue our efforts to learn and grow in these areas. We are a caregiver and parent-friendly workplace. San Pedro Playhouse is an equal-opportunity employer.
This position is based in San Antonio and requires consistent in-person attendance during scheduled
hours.
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