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Job Highlights

The Box Office Representative is a front-line ambassador for Houston Grand Opera, serving as the primary point of contact for patrons and delivering exceptional customer experiences throughout the ticket purchasing and event attendance journey. This role is responsible for driving ticket sales, staffing the Box Office during performances, and ensuring seamless service delivery that reflects HGO's commitment to excellence.

As a vital member of the patron services team, the Box Office Representative creates meaningful connections with diverse audiences, resolves inquiries with professionalism and efficiency, and contributes to both individual and team performance objectives. This position plays an essential role in building patron loyalty and enhancing the overall reputation of Houston Grand Opera through outstanding service at every interaction

About Houston Grand Opera

The mission of HGO is to enrich our diverse community through the art of opera. We do so by creating, curating, exploring, and producing outstanding experiences centered around the human voice. HGO has received a Tony Award, two Grammy Awards, and three Emmy Awards – we are the only opera company in the world to win all three honors.

Our strategic focus is two-fold: creating profoundly enriching experiences for our diverse audiences and clearly defining and positively promoting the HGO brand.

We are passionate about building and sustaining an inclusive and equitable working environment for all company members. We believe every team member enriches our diversity by exposing a broad range of ways to understand and engage our community and discover, design, and deliver enriching experiences.

Key Responsibilities

• Provide exceptional and seamless customer service for patrons that reflects HGO’s commitment to excellence.
• Leverage connections with the audience at every interaction to create memorable experiences.
• Assist patrons via various channels such as phone, web chat, e-mail, or in-person regarding ticket sales, ticket exchanges, and other general inquiries such as performance details, directions, parking, etc.
• Ensure accurate processing and timely delivery of customer tickets.
• Engage successfully in cross-selling, up-selling, and donation asks.
• Staff and support Box Office operations or other guest service stations during performances.
• Support departmental campaign objectives through directed outreach for subscription renewals, sales, stewardship, and retention campaigns; executing each campaign in a manner which meets or exceeds established project objectives and KPI’s.
• Identification of individual giving prospects for referral to Philanthropy for further qualification.
• Assist other HGO departments with various projects and events as needed.
• Assist with the set up and takedown of equipment, signs, and other duties as assigned.

Qualifications

• 1 year of direct work experience in a customer service and/or ticket sales role.  
• Knowledge of opera and arts preferred but not required.  
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill, and/or ability required.

Special Job Characteristics

The ideal candidate will have a passion for the arts and possess superb customer service skills, strong verbal and written communication skills, and demonstrate a passion for providing exceptional customer experiences with every customer interaction. Additionally, they will have an acumen for generating new leads, cross-promoting, upselling, and closing sales. Must be a team player with a positive attitude and a willingness to learn.  Attention to detail and strong organizational skills are a must. Must be punctual with the ability to arrive at each workday on time. Evening and weekend work is required as well as the ability to bend, stoop, sit and sometimes lift up to 20lb.

Physical Demands

The physical demands described here are representative of those we consider important for an employee to successfully perform essential functions of this job: extended periods of sitting and performing tasks such as typing and using a computer mouse, with strong visual and auditory focus, occasional lifting (not exceeding 20 pounds), reaching for items, effective communication skills, and fine motor abilities, being mobile within the office for activities like attending performances, events, and meetings. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Equal Opportunity

Houston Grand Opera is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at HGO are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by federal, state, or local laws or regulations. HGO will not tolerate discrimination or harassment based on any of these characteristics. HGO encourages applicants of all ages.