The 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. 

Our Box Office Associates further support the institution by operating and coordinating all aspects of ticket sales for both performing arts events and gallery admission. Representatives utilize ticketing software, Tessitura, for ticket sales, data management and generating lists. They further act as a greeter and provide customer service as well as maintain the overall look of the lobby. 

Work schedules often follow museum hours, and availability must include weekends, holidays, 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.
• Promotes museum membership; understands any special promotions and changes.
• Assists in wayfinding for patrons, and provides directions and/or alternate routes based on patron mobility.
• Responds courteously and professionally to both phone calls and emails from patrons and other museum departments in a timely manner.
• Takes initiative to learn about exhibitions, educational opportunities for visitors, and performing arts programs, and promotes these to all visitors, as applicable. After three months of employment, Box Office Associates are eligible to train and give public and/or private tours.
• Works at special events, performances, opening receptions, public programs, and other programs as assigned.
• Works with Box Office Manager on Tessitura development, which includes building and editing performances in Tessitura for Online, Membership and Walk Up sales.
• Works special events, performances, opening receptions, public programs, and other programs as assigned.
• Attends all mandatory department meetings/trainings.
• The Box Office representative may be cross-trained in other visitor experience roles and may be assigned job-share shifts support institutional needs.
• This job description is intended to describe the general nature of the role and the work being performed. It is not an exhaustive list of all responsibilities. The part-time Box Office Associate may be required to perform duties outside of their normal responsibilities, as needed.

Qualifications

• A minimum of 2 years customer service and cash draw 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 to interact with guests and colleagues.
• Has commitment to providing excellent and impactful visitor experience in a friendly, respectful and patient manner.
• Computer savvy.
• 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 a flexible schedule, with availability on weekends, and holidays, and for events, programs, and festivals, including those after museum hours. The schedule will be determined by the manager. 
• 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.
• Must be able to sit and stand for long periods of time.
• Must be able to verbally communicate with guests.
• Ability to lift 50 pounds.

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

This is a part-time, non-exempt position that pays $18.00/per hour.

Other benefits include:

• 401(k) retirement plan
• Roth 401(k) option
• Paid Time Off (PTO) 
• Massachusetts Earned Sick Time 
• Emergency Assistance Fund (LemonAid)
• Retirement planning support
• Professional development reimbursement
• Educational leave
• Reciprocal Organization of Associated Museums (ROAM)
• Student loan repayment assistance
• Discounts at Gift Shop and R&D Store
• Staff appreciation social events year-round

Application Process: Interested candidates should apply online with a resume and cover letter. The application also includes a few brief questions to help us better understand your experience and interest in the role. Incomplete applications—including those missing the requested documents—may not be fully considered. 

About MASS MoCA:

MASS MoCA is a vibrant non-collecting art museum with approximately 300,000 square feet of exhibition space dedicated to visual art and projects by contemporary artists. Formerly a 19th century factory, these exhibition spaces are unconventional, vast, soaring galleries spanning multiple buildings. Half of that space is dedicated to rotating 10–16 month exhibitions of which we present 4 to 6 large-scale exhibitions per year, along with smaller projects and commissions. The additional space is dedicated to long-term exhibitions in conjunction with artists, estates, and collections that run from 10 months to 25 years. MASS MoCA frequently works directly with artists on the fabrication of new commissions and large-scale site-specific installations. 

MASS MoCA was founded in 1999, not only as a contemporary art museum and performing arts venue, but also as a creative campus with a regional, national and global impact. MASS MoCA is one of the world's liveliest centers for making and enjoying today's most evocative art. With vast galleries and a stunning collection of indoor and outdoor performing arts venues, MASS MoCA is able to embrace all forms of art: music, sculpture, dance, film, painting, photography, theater, and new, boundary-crossing works of art that defy easy classification. From its beginnings as the major textile mill Arnold Print Works in the mid-19th century, to its days as the Sprague Electric Company in the mid-20th century, to its current iteration as a globally renowned contemporary art museum and fabrication center, the 24-acre MASS MoCA campus has a rich history of serving as the economic engine of the city of North Adams and the surrounding region.