Description

Oversees operational aspects of Chautauqua’s Ticketing Services, including our contact center, web sales platform, ticket window sales, and the operation of multiple satellite ticketing and information locations on the Institution grounds. Ensures that the Institution’s commitment to the patron experience is achieved through excellence in the sales transaction and service processes. As a member of the Patron Experience & Ticketing Team, lends technical support to the Ticketing Systems Manager.

About the Work

• Participates in strategic discussions and plans for continuously improving and evolving ticketing operations to enhance the patron experience

• Administrates and manages operational hardware and software systems, assessing their efficacy in fulfilling operational needs

• Analyzes staff performance statistics to track progress and make adjustments toward operational goals

• Fields and responds to elevated patron service needs, including but not limited to technical issues

• Acts as ticketing system super-user with hands-on knowledge and experience with all products and technology, working in tandem with Ticketing Systems Manager at a high level

• Supports the Patron Experience Manager as needed with recruiting, hiring, and supervising seasonal ticketing/information staff and Main Lot parking hut attendants

• Leads staff to proactively build relationships that result in a first-class patron experience. Guides seasonal management team in all aspects of ticketing operations

• Coordinates with management team to administer overall policies and procedures regarding ticket sales, refunds, exchanges, lost/stolen tickets and internal ticketing

• Supports incentive programs and staff morale activities

• Participates in strategic discussions and plans for continuously improving and evolving the patron experience

• Lends support to managing all aspects of ticketing sales operations, including contact center: real-time management of agent skills and routing for phone calls, emails, live chat and SMS, encompassing both sales and technical support

• Sales lobby manages and assesses volume, foot traffic patterns and patron queue to determine needs

• Ensures that business policies and procedures are followed to protect patron privacy

• Ensures that PCI compliance procedures are followed

• Oversees all types of order processing to ensure timely and accurate fulfillment.

• Responsible for timely and accurate financial accountability and reporting, especially as it relates to the ticketing platform

• Tracks issues and sees them through to resolution

• Serves as a utility player, lending extra support to the sales team as needed, especially during high-volume periods

About You

Education

• Bachelor's degree in business, communications, information services, or related field required. Commensurate experience will be considered

Experience

• Minimum 2 years of experience preferred, in the following areas: software administration and system configuration, sales operations, managing staff who directly serve the public, and working with or in non-profit organizations. Experience with, live events, venue management, retail customer service, hospitality or tourism is a plus.

Knowledge, Skills, and Abilities

• Team player who understands how to both be a member of a team and lead teams

• Experience with computerized ticketing software platforms, (VIVATicket a plus)

• Experience with multi-platform ecosystems, including ERP, POS, or event management systems

• Experience with call centers, or contact center software platforms, (RingCentral a plus)

• Experience with the Microsoft Office Suite of products

• Excellent written and verbal communication skills

• Strong technical acumen with the ability to train and support inexperienced users

• Proven work history that exhibits commitment to and value for diversity, equity, and inclusion and their roles in developing employees and achieving business objectives

• Ability to maintain composure under pressure  

• Proven ability to deliver high-quality customer service with all styles of people.

• Ability to adjust status as the situation dictates

• Ability to make sound assessments and implement appropriate steps for problem resolution.

• Able to make appropriate decisions using independent judgment.

• Interest in proactively promoting cross-department cooperation.

• Available to work a flexible schedule when necessary, especially surrounding events and during the summer assembly season.

About Chautauqua Institution

Chautauqua Institution (https://chq.org/) is a not-for-profit global convener of dialogue on the most significant issues of the day through engagement across four pillars of the arts, education, religion, and recreation. The Chautauqua community is located on the shores of Chautauqua Lake in southwestern New York State and comes alive each summer with a unique mix of visual and performing arts, lectures, interfaith worship/programs, and recreational activities. Chautauqua Institution owns and operates Chautauqua Hotel Company (https://chq.org/discover-chautauqua/accommodations/athenaeum-hotel/) , a comprehensive hotel, food & beverage, conferencing, and events organization. The Institution’s office in Washington, DC is located strategically for an ongoing role in the cultural conversations of the nation.

About Your Department

The Ticketing and Patron Experience Management team is responsible for the day-to-day operation of the Main Gate Welcome Center and satellite ticketing offices on the Institution grounds, including phone sales, online sales, ticket window sales, Will Call, Business Center, Information Office, Switchboard, parking, off-site ticketing locations (Visitors Center, Central Dock, theater, opera, and other kiosks), and Institution-wide patron experience programs.

About Your Work Schedule & Location

This position is at Chautauqua Institution’s main campus in Southwestern New York (Chautauqua County) (https://www.choosechq.com/live-chq/) . The schedule is full time and may include daytime and evening hours, weekdays, and weekends, especially in the busy summer operating season and during project go-live periods. The position will be based on the main campus in Chautauqua, New York, but may require some travel.

Total Rewards for Our Talent

Compensation for this position starts at $60,500, and with demonstrated experience and qualifications, candidates may earn up to $64,000.

Chautauqua Institution’s competitive compensation and a benefits suite that includes a national health insurance network with Highmark, flexible spend (or health savings) account options, dental and vision insurance, complimentary life insurance, wellness incentives, and fitness options, an employee assistance program, and supplemental life insurance and long-term disability options. The Institution supports planning for retirement through a discretionary employer retirement plan contribution, which has recently been 10% of gross compensation following a designated service period.

About the Referral Program

Chautauqua Institution’s Referral Bonus Program (https://www.chq.org/wp-content/uploads/2024/03/CHQ_ReferralBonus_2024_final.pdf) is a talent solution to recruit, develop, and retain a diverse workforce that encompasses all the skills and experience necessary to deliver on our goals and objectives. Chautauqua Institution will provide a $500 referral bonus (less taxes) for active employees referring a new candidate who is hired and remains employed for at least 90-days from the first physical date of work. In the case of seasonal positions working less than 6-months, the new candidate must remain actively employed for at least 30-days from the first physical date of work and until the closing date of the season. The closing date of the season is the last Sunday in August.

Discovering Your Chautauqua Experience

There are countless ways that our talent will engage with our mission, vision, and diverse communities, and you are invited to immerse yourself in our programming as a gateway to this experience. Employees will receive a traditional Chautauqua gate pass, free of cost, which provides access to many of our programs at the Amphitheater. In addition to a traditional gate pass, employees and their families will receive full access to our current and historical programs online at CHQ Assembly (https://assembly.chq.org/) .   

Our Commitment to IDEA

Chautauqua Institution values Inclusion, Diversity, Equity, and Accessibility (IDEA) as a priority (https://chq.org/idea/) in our strategic plan, 150 Forward. One of our five core values is “The dignity and contributions of all people.” We are committed to creating conditions in which everyone feels that they can engage as full and valued participants in the Chautauqua experience. The Institution is an equal opportunity employer committed to equitable and inclusive hiring practices and applicants will not be discriminated against based on any status protected under federal, state, or local law. We especially welcome applications from those who can demonstrate experience, engagement, and professional expertise in IDEA.

Joining Our Talent Community

Join our talent community online at CHQ.org/employment. You are encouraged to learn more about Chautauqua Institution at CHQ.org and view the 150 Forward Strategic Plan at 150fwd.CHQ.org.

Qualifications

Skills

Required

• Communication: Advanced

• Computer Skills: Advanced

Preferred

• Patience: Advanced

• Microsoft Office: Intermediate

• Point of Sale Software: Advanced

• Customer Service: Advanced

• Retail: Intermediate

• Hospitality: Advanced

• Non-Profit Management: Intermediate

• Management: Advanced

• Ticket Sales: Intermediate

Behaviors

Preferred

• Dedicated: Devoted to a task or purpose with loyalty or integrity

• Enthusiastic: Shows intense and eager enjoyment and interest

• Functional Expert: Considered a thought leader on a subject

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

• Leader: Inspires teammates to follow them

• Team Player: Works well as a member of a group

Motivations

Preferred

• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work

• Peer Recognition: Inspired to perform well by the praise of coworkers

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

• Goal Completion: Inspired to perform well by the completion of tasks

• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

Education

Preferred

• Bachelors or better in Computer Information Systems

• Bachelors or better in Business Administration

• Bachelors or better in Communication