GUEST SERVICE REPRESENTATIVE
CATEGORY: OTHER
Broadway
New York, NY
US
JOB DETAILS
DESCRIPTION
THE JOHN GORE ORGANIZATION is the leading presenter, distributor, and marketer of Broadway theatre worldwide. Under the leadership of theater producer and owner John Gore, its family ofpanies includes Broadway Across America, Broadway, The Broadway Channel, BroadwayBox and Group Sales Box Office. Its productions span Broadway, Off Broadway, London's West End, Japan and 48 North American markets. It has won Tonys in every producing category as well as numerous other Drama League, Drama Desk and Olivier awards.
At The John Gore Organization, a diverse, inclusive, and equitable workplace is one w all employees feel valued and respected, and all voices are valued and heard. We aremitted to fostering, cultivating and preserving a culture of equity, diversity, access and inclusion.
$20.00/hour
FLSA Status: Non-Exempt
Summary
The Guest Service Representative handles the day-to-day sales and service of Broadway guests, develops ongoing relationships with our current customers and cultivates new relationships to grow the business, and can handle and work with different types of customers. This role is responsible for providing accurate, efficient, and consistent world-class service to our guests, ensuring a dynamic service experience by phone, email, in person, or at an event. Every guest, every occasion, every time. This position is also responsible for being on time to work, having a positive and supportive attitude, showing respect and consideration for your work family, and being an active listener.
Duties and Responsibilities
Answering phones
Assisting guests in person
Processing of tickets sales on multiple ticketing systems, including but not limited to single tickets/renewals/exchanges/reseats/refunds/cancellations/upgrades/reseats
Reading and responding to guests' emails
Proofing of materials/emails being sent to guests
Reviewing /data entry on the
ing, fulfilling, and mailing tickets
Database entry and maintenance
Balancing close-out reports for work done that day and submitting paperwork and monies
Quality assurance monitoring of calls
Participating in weekly Team meetings, seminars, and training events as scheduled
Handling outbound calls which may consist of following up on unrenewed accounts, updating or informing guests of show/date changes, cancellations, payment plan declines, renewal deadlines, priority offers, survey calls about performances, follow-up calls after problem resolution
Working at the theatre as a Guest Service Representative during performances
Assisting at promotional functions to support Broadway Across America/Broadway
Participating in the ongoing development andanization of the Service Center and Organization as a whole
Special projects as directed by Service Center Manager and/or Supervisor
Competencies
To perform the job successfully, an individual should demonstrate the followingpetencies:
Cooperation
o Establishes and maintains effective relationships
o Active listener
o Patience
o Offers assistance and support to co-workers
o Works cooperatively in group situations
o Conflict resolution
Adaptability
o Able to work around unexpected changes of circumstance or workload
o Modifies a planned course of action based on new circumstances
o Changesmunication style to achieve the best results
Team Orientation
o Fosters team cooperation
o Understands team roles and responsibilities
o Supports group problem solving
Qualifications aka KSAOs
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable amodations may be made to enable individuals with disabilities to perform essential functions.
Basicputer skills
Critical thinking
Service orientation
Readingprehension
Oral and writtenmunication
Time management
Education and/or Experience
High school diploma minimum
Prior box office experience, preferred
Prior experience with ticketing systems, preferred
Communication Skills
Ability to respond tomon inquiries orplaints from customers, partners, or members of the industry
Ability to write emails that conform to prescribed style and format
Ability to effectively present information to customers, partners, or members of the industry
Physical Demands
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable amodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to:
Work overtime on evenings, weekends, and holidays as needed
Work Environment
The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable amodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to:
Collaborative culture
Fast-paced environment
Acknowledgement
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Employees will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
We offerpetitivepensation including Vacation and Holiday Pay, health & welfare benefits, and a 401(k) retirement plan.
Applicants for employment in the U.S. must possess work authorization, which does not require sponsorship by the employer for a visa.
SALARY
$20.00 - $20.00 per hour
CATEGORY: OTHER
Broadway
New York, NY
US
JOB DETAILS
DESCRIPTION
THE JOHN GORE ORGANIZATION is the leading presenter, distributor, and marketer of Broadway theatre worldwide. Under the leadership of theater producer and owner John Gore, its family ofpanies includes Broadway Across America, Broadway, The Broadway Channel, BroadwayBox and Group Sales Box Office. Its productions span Broadway, Off Broadway, London's West End, Japan and 48 North American markets. It has won Tonys in every producing category as well as numerous other Drama League, Drama Desk and Olivier awards.
At The John Gore Organization, a diverse, inclusive, and equitable workplace is one w all employees feel valued and respected, and all voices are valued and heard. We aremitted to fostering, cultivating and preserving a culture of equity, diversity, access and inclusion.
$20.00/hour
FLSA Status: Non-Exempt
Summary
The Guest Service Representative handles the day-to-day sales and service of Broadway guests, develops ongoing relationships with our current customers and cultivates new relationships to grow the business, and can handle and work with different types of customers. This role is responsible for providing accurate, efficient, and consistent world-class service to our guests, ensuring a dynamic service experience by phone, email, in person, or at an event. Every guest, every occasion, every time. This position is also responsible for being on time to work, having a positive and supportive attitude, showing respect and consideration for your work family, and being an active listener.
Duties and Responsibilities
Answering phones
Assisting guests in person
Processing of tickets sales on multiple ticketing systems, including but not limited to single tickets/renewals/exchanges/reseats/refunds/cancellations/upgrades/reseats
Reading and responding to guests' emails
Proofing of materials/emails being sent to guests
Reviewing /data entry on the
ing, fulfilling, and mailing tickets
Database entry and maintenance
Balancing close-out reports for work done that day and submitting paperwork and monies
Quality assurance monitoring of calls
Participating in weekly Team meetings, seminars, and training events as scheduled
Handling outbound calls which may consist of following up on unrenewed accounts, updating or informing guests of show/date changes, cancellations, payment plan declines, renewal deadlines, priority offers, survey calls about performances, follow-up calls after problem resolution
Working at the theatre as a Guest Service Representative during performances
Assisting at promotional functions to support Broadway Across America/Broadway
Participating in the ongoing development andanization of the Service Center and Organization as a whole
Special projects as directed by Service Center Manager and/or Supervisor
Competencies
To perform the job successfully, an individual should demonstrate the followingpetencies:
Cooperation
o Establishes and maintains effective relationships
o Active listener
o Patience
o Offers assistance and support to co-workers
o Works cooperatively in group situations
o Conflict resolution
Adaptability
o Able to work around unexpected changes of circumstance or workload
o Modifies a planned course of action based on new circumstances
o Changesmunication style to achieve the best results
Team Orientation
o Fosters team cooperation
o Understands team roles and responsibilities
o Supports group problem solving
Qualifications aka KSAOs
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable amodations may be made to enable individuals with disabilities to perform essential functions.
Basicputer skills
Critical thinking
Service orientation
Readingprehension
Oral and writtenmunication
Time management
Education and/or Experience
High school diploma minimum
Prior box office experience, preferred
Prior experience with ticketing systems, preferred
Communication Skills
Ability to respond tomon inquiries orplaints from customers, partners, or members of the industry
Ability to write emails that conform to prescribed style and format
Ability to effectively present information to customers, partners, or members of the industry
Physical Demands
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable amodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to:
Work overtime on evenings, weekends, and holidays as needed
Work Environment
The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable amodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to:
Collaborative culture
Fast-paced environment
Acknowledgement
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Employees will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
We offerpetitivepensation including Vacation and Holiday Pay, health & welfare benefits, and a 401(k) retirement plan.
Applicants for employment in the U.S. must possess work authorization, which does not require sponsorship by the employer for a visa.
SALARY
$20.00 - $20.00 per hour
Job ID: 484252923
Originally Posted on: 7/6/2025
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