Box Office Associate (Part-Time)

The Part-Time Box Office Associate is a critical part of our Visitor Experience team and is often the first point of contact for patrons, providing a foundation for our visitor’s experience in a welcoming, enthusiastic, and engaging way.

Box Office Associates are required to interact with a diverse group of visitors, establishing connections to promote educational and performing arts programs, encourage visitors to explore the North Adams community and the Berkshires at large; and impart any other information that provides the best possible experience at the museum and in the surrounding community.

The Box Office Associate further supports the institution by operating and coordinating all aspects of ticket sales for both performing arts events and gallery admission. Full-time Associates utilize the Tessitura ticketing software to process ticket sales and maintain the mailing list database and daily cash drawer. They further act as a greeter and provide excellent customer service by offering information about the history of MASS MoCA, as well as current and past exhibitions and performances. They also assist in maintaining the overall look of the lobby.

Part-Time Box Office Associates typically work upwards of 29 hours hours per week. Work schedules often follow museum hours, and availability must include weekends, holidays, and evenings for performances and events, as well as festivals.

Duties and Responsibilities

• Provides high-quality customer service, remaining professional, personable, and engaging to all museum visitors
• Facilitates all aspects of ticket sales, including cash handling, invoices, refunds, returns, and specialty tickets
• Maintains constituent records, including personal information, donation or membership records, and ticket records
• Builds and edits performances in Tessitura for online, membership, and walk-up sales
• Works with Box Office Manager on Tessitura and TNU development
• Performs opening and closing procedures of the museum Box Office
• Helps with “will call” organization with Box Office representatives
• Manages the Box Office in the absence of the Manager
• Promotes museum membership; understands any special promotions and changes
• Processes charitable donation requests
• Updates weekly Bar ID scans in Tessitura
• Assists in wayfinding for patrons, and provides direction and/or alternate routes based on patron mobility
• Responds courteously and professionally to both phone calls and emails from patrons and other departments in a timely manner
• Supports Visitor Services in preparing for, processing, and welcoming groups for self-guided and guided tours
• Takes initiative to learn about exhibitions, educational opportunities for visitors, and performing arts programs, and promotes these to all to visitors as applicable
• Works special events, performances, opening receptions, public programs, and other programs as assigned
• Supports Box Office Manager by performing administrative duties such as updating training manuals and policies and procedures and ordering wristbands, stickers, and other general office supplies
• Attends all mandatory department meetings/trainings
• The Box Office Associate may be cross-trained in other visitor experience roles and may be assigned job-share shifts to support institutional needs

As defined by the National Labor Relations Act, this position is part of the bargaining unit for UAW Local 2110.

Qualifications

• A minimum of 2 years’ customer service and cash drawer experience required; museum/cultural organization preferred
• High school diploma, GED, or equivalent required
• Is capable of working in a fast-paced environment and interface effectively with visitors, and remaining calm and effective during high-traffic times
• Has outgoing personality and is enthusiastic about interacting with guests and colleagues
• Has commitment to providing excellent and impactful visitor experience in a friendly, respectful, and patient manner
• Knowledge of Google Suite (Gmail, Gcalendar, sheets, docs, and drive) is required; savvy with computer programs and software
• Confident to work independently during gallery hours and performing arts events
• Has exceptional verbal and communication skills
• Responds quickly and calmly to emergencies
• Knowledge of the North Adams area, and experience with customer service, are preferred
• Experience with Tessitura is desirable, but not required.

Work Conditions

• This position requires ability to work on weekends and holidays, and for events, programs, and festivals, including those after museum hours
• The majority of the workday is spent indoors, but occasional special events, exhibitions, and/or festivals may require working outdoors and in inclement weather

Physical Requirements

• For employment at MASS MoCA, candidates must be fully vaccinated against COVID-19. Proof of vaccination will be required for employment.
• Must be able to sit and stand for long periods of time
• Ability to lift 50 pounds
• Ability to wear PPE, as necessary.

As defined by the National Labor Relations Act, this position is part of the bargaining unit for UAW Local 2110.

Non-exempt, represented position

Minimum starting rate of $16.25/per hour