DEPARTMENT: Patron Services

POSITION: Box Office Supervisor

REPORTS TO: Director of Ticketing and Sales

WORK SCHEDULE: Tuesday – Saturday. Evening and weekends required.

CLASSIFICATION: Annual full-time, non-exempt; benefits eligible after 90 days.

COMPENSATION: $55,000 – $57,000; DOE

POSITION SUMMARY

Berkeley Repertory Theatre (Berkeley Rep) has grown from a storefront stage to an international leader in innovative theatre. Known for its ambition, relevance, and excellence, as well as its adventurous audience, the nonprofit has provided a welcoming home for emerging and established artists since 1968. Over 6 million people have enjoyed more than 500 shows at Berkeley Rep, including 85 world premieres. Berkeley Rep shows have gone on to win 8 Tony Awards, 9 Obie Awards, 11 Drama Desk Awards, 1 Grammy Award, 1 Pulitzer Prize, and many other honors. In recognition of its place on the national stage, Berkeley Rep received the Tony Award for Outstanding Regional Theatre in 1997. Through its annual seven-play season, together with up to four special event presentations, Berkeley Rep invites audiences to enjoy an eclectic range of theatrical experiences featuring diverse artistic voices, themes, and perspectives.

Berkeley Rep is seeking a motivated, detail-oriented, and highly organized box office supervisor. The box office supervisor is essential in supporting the director of ticketing and sales by overseeing daily operations with a focus on excellent customer service. As the primary contact for box office agents and company members, this role involves coordinating with the director to supervise and support the sales staff, address inquiries, manage escalations, and handle special requests efficiently.

This position is responsible for implementing daily operational procedures, ensuring adherence to company policies, maintaining high standards of service quality, and managing staff schedules. The box office supervisor leads by example, enhancing the team’s ability to operate autonomously and address issues swiftly. A key responsibility of this role is to cultivate a ‘Yes’ customer service culture, empowering staff to deliver solution-oriented service that exceeds expectations. Additionally, the box office supervisor plays a pivotal role in championing the team by providing continuous support, encouragement, and professional development opportunities, all essential for fostering a responsive and customer-centric environment.

Essential Duties and Responsibilities

Staff Supervision

• Supervise, train, and motivate sales agent staff.
• Set a positive example and ensure that box office staff provide excellent and inclusive customer service.
• Ensure accuracy and consistency of sales agent communications.
• Observe, document, and share performance issues and training gaps with the director of ticketing and sales and provide timely feedback and direction to box office agents.
• Relay employee and patron concerns, feedback, and events to the director of ticketing and sales.

Customer Support

• Provide excellent customer support in-person, over the phone, and via email as needed.
• Serve as first contact point for the donor concierge email and voicemail.
• Serve as the first point of escalation to resolve customer ticket concerns.
• Perform the first pass of subscription change requests, contacting subscribers as needed to gain clarity about their requests.
• Assist the director of ticketing and sales in seating opening nights, as requested.
• Ensure that ticketing policies and concessions are applied and communicated equitably and consistently.

Box Office Operations

• Coordinate opening and closing procedures Tuesday-Saturday, including printing and distribution of tickets.
• Manage external ticket sales with outside vendors, groups, and VIPs.
• Track ticket allotments and entitlements and maintain holds and allocations as instructed by the director of ticketing and sales.
• Ensure that appropriate employee policies and procedures are followed, including employee conduct, attendance, meal and rest breaks, and health and safety protocols.
• Assist director of ticketing and sales with reporting and scheduling as needed.
• Participate in meetings and coordinate with other departments as requested by the director of ticketing and sales or other department heads.
• In conjunction with the marketing department and front of house, work to define, refine, and implement Berkeley Rep’s vision of exceptional customer service.
• Propose and implement improvements to box office systems and practices.
• Actively participate in workshops and trainings as requested, including harassment prevention, bystander intervention, and other equity, diversity, inclusion, and access initiatives.
• All other duties as assigned.

QUALIFICATIONS AND SKILLS

Qualified candidates will demonstrate strong management and collaboration skills. The box office supervisor must be an effective delegator who can build healthy group dynamics and set high expectations with the customer service team.

• Three or more years of supervisory and customer service experience required.
• CRM database experience required. Knowledge and experience with Tessitura ticketing software a plus.
• Ability to effectively manage a team, work in a fast-paced environment, meet multiple deadlines, organize time and priorities, have the flexibility to welcome and embrace change, and possess the ability to balance the challenges inherent in an active and lively theatre environment.
• Exceptional organizational and multi-tasking skills.
• Strong written and verbal communication skills, with a high degree of emotional intelligence and cultural competency.
• Ability to problem solve, adapt, and respond to changing work situations and environments.
• Exceptional attention to detail and commitment to follow-through.
• Applicants should demonstrate a strong commitment to equity, diversity, inclusion and access, and antiracism work in the theatre.