Definition: 

To provide college event ticketing services; process ticket orders, provide guests with event and college information, and to offer a hospitable, dynamic, professional, and efficient guest experience in the ticketing process.

DISTINGUISHING CHARACTERISTICS:

This position is the front-line for the Wilson Center and Cape Fear Community College for the public. The candidate will represent the College, Presenting organizations, Wilson Center staff, as well as the County. It handles all ticketing operations for CFCC, and provides information in a hospitable fashion to those with inquiries.  This role is highly visible and interacts with sponsors, donors, clients (internal and external), and rental client organizations.  They provide the highest level of customer service to all guests, vendors, and clients. 

SUPERVISION RECEIVED AND EXERCISED:

Receives general direction and supervision from the Director of Ticketing.

Duties & Responsibilities (Essential Functions)

ESSENTIAL FUNCTIONS:

TICKETING FUNCTIONS

• Provide exceptional guest services in processing and supporting ticket sales for CFCC events
• Provide correct information for callers, virtual inquiries, and in-person questions in a hospitable manner. 
• Maintain a hospitable working relationship with CFCC clients, ticket managers of the resident art organizations, and other clients as assigned. 
• Support the Director in working with clients to set up events, maintaining seating manifests and financial records, and managing the preparation, presentation, and settlement of all event box office statements. 
• Assist in generating event reports using the official CFCC ticketing system (Spektrix).
• Support the Director in developing and maintaining a comprehensive and accurate guest listing with the support of the ticketing software for use in marketing and fundraising efforts.
• Demonstrate excellent customer service skills, respond promptly to customer inquiries and requests, in compliance with guest services standards of the Center. 
• Assist and greet groups or tours as they plan a trip to and visit the humanities and fine Arts Center for an event of building tour.
• Provide rapid response for critical issues.
• Other duties as assigned.

Purpose:

The primary responsibility is providing excellent customer service for CFCC’s Wilson Center. This position is expected to work cohesively with all employees and volunteers of the Wilson Center in maintaining a high level of guest service.

Position Duties and Responsibilities:

-Provide all guests a positive first impression of the Wilson Center and the clients we represent by offering friendly, individualized guest service

 -Accurately operate the Spektrix ticketing system to sell tickets for Wilson Center and other local events.

-Be available to work during regular box office hours as well as evenings and weekends for specific events.

-Problem-solve by effectively communicating with guests to locate and deliver will-call/guest list tickets.

-Provide information regarding Wilson Center events and facilities via telephone and face-to-face communication.

-Provide superior customer service to all clients and patrons.

-Assist with miscellaneous box office and other Wilson Center projects as directed.

Qualifications

Qualifications:

• Knowledge of:
  1. industry-specific requirements, technology and equipment utilized
  2. Current trends, research, and development
  3. Arts, and arts-related terminology and etiquette
• Ability to:
  1. Communicate positively with guests to establish their needs efficiently and courteously.
  2. Consistently remain calm and demonstrate exceptional customer service skills, even in stressful and/or demanding situations
  3. De-escalate emotional situations
  4. Handle cash and other payment methods responsibly and accurately
  5. Develop a growing knowledge of Spektrix (ticket sales software)
  6. Maintain effective working relationships with those contacted in the course of work including (but not limited to) students, rental clients, donors, high-profile clients and guests, performing artists, college faculty and staff, and the general public
  7. Interpret and explain complex ticketing policies and procedures
  8. Understand and follow oral and written instructions
  9. Communicate clearly both orally and in writing
  10. Prepare clear and concise reports and maintain accurate records
  11. Perform mathematic computations
  12. Operate a personal computer and maintain computerized records
  13. Work weekends and/or evenings as required
  14. Creatively solve problems within the rules and systems of CFCC and Wilson Center
  15. Provide accurate information to callers and visitors, above and beyond ticketing requirements
  16. Maintain a positive, friendly, and upbeat attitude
  17. Maintain effective audio-visual discrimination and perception needed for:
      • Making observations
      • Communicating with others
      • Reading and writing
      • Examining incoming equipment, materials, and supplies
      • Developing better ways to adapt our ticketing software to serve guests and the internal workings of CFCC
      • Operating and training others on assigned equipment and software

1. Maintain physical condition appropriate to the performance of assigned duties and responsibilities which may include the following:
   • Walking, standing or sitting for extended periods of time
   • Lifting, stooping, climbing, bending, and carrying materials

1. Maintain mental capacity which allows the capability of:
   • Making sound decisions
   • Working in a fast-paced environment
   • Answering questions
   • Reviewing alternatives and making choices
   • Getting things done through others
   • Demonstrating intellectual capabilities

Experience and Training Guidelines:

            A combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

            1 year of experience in Box Office or the customer service or hospitality industries

            Familiarity with database software

Hours of Employment:

Mon-Fri 2-6pm, evenings and weekends as needed

Location:  

CFCC Wilson Center

Supplemental Information

This position REQUIRES UNOFFICIAL TRANSCRIPTS AND/OR TRAINING CERTIFICATIONS be submitted in addition to the application. Please have these documents ready to upload when applying.
 
Candidates are required to submit OFFICIAL TRANSCRIPTS for all degrees obtained prior to their first day of work or hire date. If the highest level of education is a High School diploma or equivalent, proof of completion is required.
 
Candidates who have obtained their education outside of the US and its territories must have their academic degree(s) validated, at their own expense, by an outside credential evaluation service as equivalent to the Baccalaureate or Master's degree conferred by a regionally accredited college or university in the United States.