About UMass Amherst
UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.
About the UMass Fine Arts Center (FAC)
Since its founding in 1975, the UMass Fine Arts Center has been a central force in the cultural, social, and academic life of the University, the Five College campuses, and the Pioneer Valley of Western Massachusetts. The Fine Arts Center's combination of educational, visual, and performing arts programs not only makes us unique, but it also secures a very vital and necessary position for us to meet the diverse needs of scholars, faculty, students, alumni, and the broader community.
Job Summary
Under the supervision of the Box Office Manager, the Box Office Senior Teller executes Teller operations at the Fine Arts Center Box Office, including assisting customer with ticket purchases for performances and events, and supervising the student staff of the Box Office. The Senior Teller resolves concerns and ensures customer satisfaction while upholding the policies and procedures of the Box Office.
Essential Functions
- Maintains a competent and professional demeanor while interacting with the public to ensure a high-quality experience for customers purchasing and attending Fine Arts Center Series, Department of Music & Dance Series, Department of Theater Series, and other performances and events. Maintains a thorough understanding of varying seating charts, price structures, and policies based on performance, and communicates those variables to customers.
- Participates in general Box Office operations including, but not limited to, in-person, over the phone, and online sales, single ticket and subscription sales, ticket delivery and returns, monitoring shared Box Office email inboxes, ensuring that office opening and closing processes are completed daily, and data integrity.
- Provides leadership for student office staff including: creating and maintaining student staff schedule, providing functional supervision of student staff, training student staff on customer service and office processes, and supporting student staff to provide a high level of customer service and support.
- Prepares, verifies, and submits the Bursar Deposit on behalf of the Box Office. Identifies and resolves any potential discrepancies in a timely fashion.
- Completes tasks related to the Fine Arts Center Angel Tickets program including, but not limited to, fulfilling ticket requests; ensuring accurate contact information in the ticketing system; and completing performance, semester, and annual Box Office reporting.
- Completes tasks related to Seating and Services accessibility. Maintains a thorough understanding of ADA requirements of performing arts spaces, communicates with customers in need of accessible seating; completes reports for Fine Arts Center Front of House staff; and prepares seating areas for performances.
- Upholds FAC and University policies, including those regarding cash and credit card handling, and works with sensitive customer payment information and account information with care.
Other Functions
Perform other duties as assigned.
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- High School diploma or equivalent.
- One (1) year of related experience. An Associate's degree or higher may be substituted for the required experience.
- Customer service, sales, and cash handling experience.
- Ability to work efficiently and accurately in a fast-paced environment.
- Ability to work accurately with figures.
- Ability to understand and follow complex written and oral instructions.
- Ability to manage personal workload and to prioritize work.
- Ability to remain patient and exercise judgment and discretion while working with customers and staff.
- Ability to supervise student staff - including planning and assigning daily work, assessing training needs, hiring, scheduling, performance evaluations and initiating disciplinary action if required.
- Ability to work nights and weekends as assigned.
Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- Customer service experience in ticketing, entertainment, hospitality, or retail industry.
- Sales and cash handling experience using a point-of-sale system.
- Supervisory experience, especially supervision of those in customer-facing and/or clerical roles.
- Experience with data integrity, especially data integrity in database systems.
- Experience in AudienceView Unlimited ticketing system.
Physical Demands/Working Conditions
- Working in a small office space with other staff during performance shifts.
- Repetitive motion during distribution of tickets, typing, and more.
Work Schedule
- This position works during Box Office business hours:
- Monday-Friday, 9:30am-5:30pm excluding holidays and campus closure days.
- Required to work nights and weekends based on performance schedule.
Salary Information
Grade 13
Special Instructions to Applicants
Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.
UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.