FringeTIX Customer Service Representative - Box Office and Call Centre

Applications close: Sun, 30 Dec 2018 at 5:00 PM

POSITION:                             FringeTIX Customer Service Representative - Box Office and Call Centre
REPORTS TO:                         Box Office Manager
LOCATION:                           Various Box Office locations, Adelaide CBD
TERM:                                     Short term, casual positions
                                                 (Weekend and evening availability essential, min. 4 days per week commitment required)
START DATE:                         Week starting Monday 11th February, 2019
END DATE:                             17 March, 2019
RENUMERATION:                As per current Live Perfromance Award rates, Casual, Level 3: $27.03

POSITION SUMMARY

FringeTIX Customer Service Representatives will be required to work in the FringeTIX call centre, FringeTIX box offices and off-site locations (as required). Successful applicants will need to be able to provide a high level of customer service to facilitate patron enquiries and ticket sales. All staff will be required to have a thorough knowledge of the Fringe Guide, and be familiar with the latest venue information, show changes and Fringe program updates. FringeTIX staff are the first port of call for Adelaide Fringe customers and as such, staff will need to be confident, friendly, hardworking, and eager & ready to assist patrons with their enquiries and ticket sales.

ORGANISATIONAL RELATIONSHIP

Reports to:                            Box Office Manager, Head of Ticketing and Digital Services, Assistant Ticketing Manager, FringeTIX Box Office and Artist Ticketing     
                                               Coordinators,  FringeTIX Customer Service Supervisors
Department:                          Ticketing and Digital
Supervises:                           Nil
Internal Liaisons:                  Fringe Director & Chief Executive, Deputy Director, Artist & Events Department, Finance Manager, Marketing Department and other
                                                Adelaide Fringe staff (as required)
External Liaisons:                 Adelaide Fringe Patrons, FringeTIX Customers, Consultants, Contractors and Artists & Promoters (where required)

KEY RESPONSIBILITIES
  • To facilitate FringeTIX tickets, vouchers, memberships and merchandise sales both over the phone and at FringeTIX box offices and off-site locations, providing an exceptional level of customer service
  • To be thoroughly familiar with the Adelaide Fringe guide, participating venues, promotions and events
  • To be highly proficient with the FringeTIX system
  • To address customer enquiries and/or complaints (where necessary), providing Adelaide Fringe patrons with a high level of customer service and satisfactory resolutions
  • Assist with maintaining the operational day-to-day running of aspects of FringeTIX and associated customer services, including but not limited to:
    • Mailing out of pre-purchased ticket
    • Assisting with contacting customers in the event of a show change/cancellation
    • Ensuring there are adequate stock levels of Fringe Guides, tickets, envelopes, ticket wallets and merchandise during your shift
    • Adhering to all aspects of FringeTIX ticketing policies – including but not limited to, refunds and exchanges, Fringe Voucher replacement, PCI Compliance
    • Reporting any equipment faults as soon as practicable to your direct supervisor
    • Assisting, if required, with any internal ticketing needs from other Adelaide Fringe departments
    • Assist with maintaining a clean and safe box office environment
  • Cash handling and reconciliation
  • Observe and follow all Occupational Health, Safety and Welfare regulations and safe working practices
  • Adelaide Fringe may from time to time modify your duties and responsibilities but only to those which you have the skill and competence
  • Undertake all projects and activities as directed by the Head of Ticketing Services, Deputy Director and Fringe Director & Chief Executive as required
SELECTION CRITERIA
  • Previous working knowledge and experience working in an arts organisation with particular emphasis on box office and/or call centre sales- experience working with the Red61 VIA platform is desirable but not essential. Full training on the Red61 VIA platform and Adelaide Fringe program and venues will be conducted during the training week.
  •  Ability to liaise and communicate effectively with a broad range of committed staff and stakeholders, both internal and external to the organisation, in a professional and ethical manner
  •  High level computer literacy (including Microsoft Word, Excel and Outlook), and competency with ticketing systems (desirable)
  • Excellent time management skills to manage complex tasks and competing deadlines concurrently
  • High level attention to detail for data entry
  • Ability to successfully reconcile a high volume of cash, EFTPOS and Credit Card transactions
  • Provide current Police clearance check, or be willing to undergo a police check (at own expense)
HOW TO APPLY

View the full Position Description and Selection Criteria via the link below.

Then, submit your cover letter and resume to jobs@adelaidefringe.com.au. For any enquiries regarding the role, please call 08 8100 2000.

Aboriginal and/or Torres Strait Islander people are encouraged to apply.

Applications close 5:00PM, Sunday 30 December.

Position description (438 KB pdf)