VIP Ticketing Coordinator

Company Overview

The Denver Center for the Performing Arts (DCPA) is one of the largest non-profit theatre organizations in the nation, presenting Broadway tours and producing theatre, cabaret, musicals, and innovative, immersive experiences. Through these experiences and alongside our robust Education program, we engage hundreds of thousands of visitors each year.

The DCPA’s workforce includes more than 300 employed team members in non-union and union positions (in partnership with seven unions). In addition, we employ hundreds of artists and contractors annually. We have a strong volunteer program which includes more than 300 volunteers.

Our Mission: “We engage and inspire through the transformative power of live theatre.”

Culture Statement

For more than 40 years, creativity and community have been the foundation of the Denver Center for the Performing Arts’ success. As a leading cultural organization in the Rocky Mountain West, we are actively participating in a cultural evolution of belonging and anti-racism. Our commitment to reflect the diversity and priorities of our community — in our workplace, audience and programming — has never been more present.

We believe that the theater can transform us — and be transformed by us. We invite you to be part of our Team.

Job Purpose

Works with the VIP Ticketing Manager to provide the highest level of concierge-style customer service for internal and external VIP client ticketing needs. Assists in the various processes and staff oversite required to fulfill all VIP orders efficiently. Properly sells and release of a variety of holds through cross-departmental communication.

Maintains a positive rapport and professional communication with Trustees, Executives, Department Directors, Company Management, Premium Subscribers, Project Leaders, and more.

Provides support of daily box office operations by means of encouraging, guiding and directing agents through ticketing policies and procedures and providing effective communication and hands on knowledge about relevant theatre, venue and show information.

Duties and Responsibilities

• Responsible for creating and sustaining a culture that affirms equity, diversity and inclusion within the department, our patrons and constituents.

• Reports to the VIP Ticketing Manager and works in support of all VIP ticketing efforts.
  
• Provides high level concierge-style customer service to all internal and external VIP clients
  
• Fulfills VIP ticketing requests including emails, pending requests and phone calls
  
• Maintains internal SharePoint records, providing daily updates to ensure that records are accurate and up-to-date at all times
  
• Coordinates with multiple departments to facilitate the sale/release of held inventory
  
• Assists premium and corporate members with their ticketing benefits, exchanges and ticketing requests as received via telephone, email, fax, or mail
  
• Assists with renewal and new acquisition of premium and corporate membership subscriptions
  
• Maintains a positive rapport and professional communication with trustees, executives, corporate members, premium subscribers, and other VIP clients as applicable

Experience

• Bachelor’s degree preferred.
  
• Strong computer skills and expert knowledge in Microsoft products required; working knowledge of SharePoint and Audience View ticketing system or similar ticketing system preferred.
  

• Capacity to handle multiple tasks and situations concurrently while working under pressure, maintaining a positive and professional demeanor throughout.
  
• Ability to respond quickly, positively, professionally and confidently within a very busy and high-paced environment.
  

• A willingness and ability to function independently and as a team member while utilizing analytical thinking skills, interpersonal skills and a professional demeanor.
  
• Strong customer service and sales background required. Previous box office or call center experience preferred.

Supervisor Responsibilities

VIP Ticketing Coordinator may provide feedback to show leads working on various VIP projects, as needed.

Working Conditions

This position operates in a professional office environment during regular business hours. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Requirements

• Ability to remain in a seated stationary position approximately 80% of scheduled shift
  
• Ability to move between various on- and off-campus venues
  
• Ability to lift approximately 25lbs
  
• Consistently operate a computer and other office equipment throughout scheduled shift
  
• Consistently communicate over the phone, email and in person throughout scheduled shift

Direct Reports

None

Benefits

Full time positions include the following benefits:

Medical, Dental, Vision, Disability, Flexible Spending Accounts, Life Insurance and Pet Insurance

401k Plan with employer contributions

Time off benefits including personal days, sick days, vacation days and 10 paid holidays.

Work from home options are available.

In order to provide high quality, culturally competent care to our patrons, students, guests and team members, it is of highest importance that our hiring practices reflect our values by offering an environment that celebrates diversity and embraces inclusion. All of our team members – regardless of race, ethnicity, sexual orientation, gender identity, age, language, abilities/disabilities, socioeconomic status, geographic region, or other defining characteristics – should feel welcome and valued.