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.
Under the supervision of the Box Office Manager, the Box Office Senior Teller assists customers with ticket purchases for performances and events. The Senior Teller resolves concerns and ensures customer satisfaction while upholding the policies and procedures of the Box Office.
- Maintain 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. Maintain a thorough understanding of varying seating charts, price structures, and policies based on performance and communicate variables to customers.
- Participate 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 and data integrity.
- Prepare, verify, and submit the Bursar Deposit on behalf of the Box Office. Identify and resolve any potential discrepancies in a timely fashion.
- Complete 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.
- Complete tasks related to Seating and Services accessibility. Maintain a thorough understanding of ADA requirements of performing arts spaces. Communicate with customers in need of accessible seating, complete reports for Fine Arts Center Front of House staff and prepare seating areas for performances.
- Supervise the Box Office student employees, Performance Manager, and other permanent and/or temporary employees during evening performances and in the absence of the Box Office Manager.
- Uphold FAC and University policies, including those regarding cash and credit card handling, and work with sensitive customer payment and account information with care.
- Perform other duties as assigned.
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- High School diploma or equivalent.
- Customer service experience.
- 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 while working with customers and staff.
- 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.
- 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.
- This position works during Box Office business hours:
- Academic year: Monday-Friday, 10:00am-6:00pm.
- Academic breaks: Monday-Friday, 9:00am-5:00pm.
- Required to work on nights and weekends based on performance schedule.
UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information 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 the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.