Guest Services Associate

POSITION: Guest Services Associate

DEPARTMENT: Marketing

CLASSIFICATION: Full-Time/ Hourly/ Non-Exempt

SUPERVISOR: Guest Services Manager

OVERVIEW

Founded in 1947 by Nina Vance, the Alley Theatre is a pioneer of regional theatre, and one of the leading nonprofit theatre companies in the United States. The Alley has been awarded the prestigious Regional Theatre Tony Award and the Texas Medal of Arts Award. The Alley has transferred productions to Broadway, Off-Broadway, major European Festivals, and to 40 American cities. Unique among regional theatres, the Alley is committed to maintaining a Resident Acting Company and providing them with work year-round. Nationally recognized directors, actors, playwrights, and designers from across the country have regularly joined the Resident Acting Company.

Rob Melrose, Artistic Director at the Alley, took over as artistic leader of the organization in 2019 just prior to the pandemic. His vision for the future of the Alley is both thrilling and ambitious. His strategic goals include upholding the Alley’s artistic excellence, keeping longtime Alley Theatre devotees eager to return each season, and creating productions and cultivating new audiences that are as diverse and vibrant as the city of Houston. Rob and Alley’s leadership team are committed to promoting Equity, Diversity, and Inclusion (EDI) in all aspects of the Theatre’s programming and operations.

Rob Melrose, Managing Director Dean Gladden and Alley’s leadership team are committed to promoting Equity, Diversity, and Inclusion (EDI) in all aspects of the Theatre’s programming and operations. We are conscious about fostering an environment where everyone is encouraged to bring their authentic selves. We embrace differences and strive to be inclusive of all backgrounds, experiences, and perspectives.

JOB STATEMENT

Guest Services Associates provide customer service by assisting patrons with ticket and subscription orders over the phone, web and email, and in person at the walk-up window. Associates will work on show nights distributing will call and assisting patrons at the window. Associates will become knowledgeable of current product offerings in order to best assist patrons.

This Guest Services Associate position is full-time, working 40 hours per week. The shifts are generally 8 hours/day within the hours of 9:30 am to 8:30 pm. Applicants must be available evenings and weekends.

JOB DUTIES

• Efficiently and effectively process ticket purchases in Tessitura.

• Communicate with patrons via phone, email, web chat, and in person.

• Check phone messages and return calls throughout the day.

• Participate in the Subscriber Renewal campaign which includes outbound calling, emails, and in-person visits.

• Assist Guest Services Manager with special guest-centric projects.

• Attending weekly Marketing team meetings.

REQUIREMENTS (SKILLS and KNOWLEDGE):

• Ability to work in a fast-paced, energized and quickly changing environment.

• Be articulate and energetic to ensure customer needs are met, complaints are resolved, and service is provided quickly and efficiently.

• A proactive approach to problem-solving with strong decision-making skills.

• Detail oriented, able to prioritize efficiently and multi-task.

• Ability to maintain confidential information.

• Excellent verbal and written communications skills.

• Exhibits a positive attitude with good communication and interpersonal skills.

• Understanding of historical and institutional racism in the American theatre, or a commitment to learning, and to be a part of Alley Theatre’s efforts to be an anti-racist organization

• 2-3 years of experience in sales or customer service preferred.

• Experience with ticketing software such as Tessitura preferred.

• High School graduate or GED required.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

• Prolonged periods of sitting at a desk and working on a computer.

• Ability to lift and move 25 lbs.

• Must be comfortable working in a fast-paced environment where directions and priorities can change rapidly.

• This position requires the flexibility to be available for weekend, holidays, and evening work hours as needed.

BENEFITS & PERKS

• Medical, dental and vision insurance

• Paid vacation, floating holiday, and sick time

• 401(k) with matching, FSA, HRA (Alley paid deductible)

• Free and discounted tickets to Alley Theatre performances

• Discounted Parking (Bi-weekly $4 dollars).

• Discounted gym membership

• Employee wellness program & EAP

• Houston, TX is one of the most affordable cities in the nation with no state or city income tax.

TO APPLY

To apply for this position, please go to the following link on the Alley’s website and apply.

https://www.alleytheatre.org/about-us/opportunities/employment

Alley Theatre is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at HRdept@alleytheatre.org.

The Alley Theatre is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital or familial status, sexual orientation, gender identity, veteran status or any other basis prohibited by local, state, or federal law. We encourage people of all backgrounds to apply, including people of color, women, LGBTQ+ individuals, and people with disabilities, veterans, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community. Successful candidates will commit to an equitable and inclusive workplace, including but not limited to: racial equity, accessibility for individuals with disabilities, use of gender inclusive language, and cultural sensitivity. Read more at Alley Theatre Official Website - Equity Diversity Inclusion