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Key Responsibilities and Required Skills for Box Office Representative

💰 $28,000 - $42,000

HospitalityEntertainmentTicketingCustomer Service

🎯 Role Definition

A Box Office Representative (Ticketing Agent) is the frontline ambassador for a venue, theater, arena, or event promoter. This role is responsible for selling and issuing tickets, processing payments and refunds, resolving customer inquiries, managing will-call and will-call pickup, and supporting access control at events. The ideal candidate combines strong customer service, meticulous cash handling and reconciliation skills, familiarity with industry-standard box office software, and the ability to perform under high-volume, deadline-driven conditions.

Key SEO phrases: box office representative, ticketing agent, ticket sales, cash reconciliation, box office software, will call, mobile ticketing, event admissions, customer service.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Front of House / Usher
  • Customer Service Representative (retail or hospitality)
  • Box Office Intern / Part-time Ticket Seller

Advancement To:

  • Senior Box Office Representative / Lead Ticketing Agent
  • Box Office Supervisor
  • Ticketing Manager / Ticketing Operations Manager
  • Guest Services Manager or House Manager

Lateral Moves:

  • Group Sales Coordinator
  • Marketing or Promotions Assistant (events)
  • Venue Operations Assistant

Core Responsibilities

Primary Functions

  • Greet patrons courteously and professionally, providing clear directions, venue information, and pre-event guidance to create a positive and welcoming guest experience.
  • Process ticket sales via phone, in-person, and online order pickups using industry-standard box office software (e.g., Ticketmaster, Tessitura, AudienceView, Etix, Vendini) while maintaining high accuracy and speed.
  • Handle cash, credit/debit card, gift certificates, and mobile payment transactions; balance cash drawer and follow cash control and anti-fraud procedures at each shift.
  • Issue, print, and validate physical tickets and mobile tickets; execute barcode scanning and troubleshoot barcode/mobile ticketing issues to ensure smooth admission.
  • Manage will-call, will-call check-in, and will-call ticket retrievals; verify IDs, confirm orders, and maintain organized will-call staging for events.
  • Perform ticket exchanges, reprints, upgrades, and refunds according to venue policy; document exceptions and escalate complex cases to management.
  • Resolve customer complaints and complex ticketing issues with tact and diplomacy, escalating to supervisors when required to protect revenue and guest satisfaction.
  • Reconcile daily sales, prepare accurate deposit reports, complete end-of-day settlements, and submit reconciliation paperwork to finance or box office management.
  • Maintain and update seating charts, ticket inventory, and hold/reserved seat lists; release or reassign seats per promoter or management instruction.
  • Coordinate with operations and security teams to ensure accurate guest lists, comp tickets, VIP access, and artist or staff credentials are managed and honored.
  • Support group sales and will-call group orders by coordinating large-ticket pickups, verifying manifest accuracy, and facilitating streamlined group check-in.
  • Assist with pre-sales, rush sales, and last-minute ticket distributions while maintaining organization and adherence to pricing policies and access control.
  • Educate patrons on ticket policies, venue rules, accessibility seating, ADA accommodations, and entry procedures to reduce confusion and service incidents.
  • Input and maintain customer account records, update contact information, and flag special service needs in CRM or ticketing databases for future service continuity.
  • Generate and export basic sales and attendance reports for supervisors, including ticket types sold, no-shows, comps, and revenue by price level.
  • Participate in event load-in and box office setup by preparing ticketing hardware, printers, cash drawers, scanners, and signage.
  • Conduct routine maintenance and troubleshooting of ticket scanners, receipt printers, and point-of-sale devices; liaise with IT for complex equipment failures.
  • Monitor and control inventory of printed tickets, wristbands, season passes, and staff credentials to prevent loss and ensure accurate issuance.
  • Enforce age restrictions, capacity limits, and ticketing restrictions (e.g., promo codes, comp lists) to comply with event and licensing requirements.
  • Train temporary staff, volunteers, and new hires on ticketing procedures, sales scripting, and emergency protocols during large events.
  • Support emergency procedures at the box office during evacuations or incidents by communicating clearly with operations, security, and patrons.
  • Apply upselling techniques to promote premium seating, add-ons (parking, merchandise, VIP upgrades), and future events while maintaining a customer-first approach.
  • Maintain confidentiality of patron payment information and adhere to PCI compliance standards and venue privacy policies.
  • Stay informed about upcoming events, schedule changes, and ticket release dates; proactively communicate important ticketing information to patrons.

Secondary Functions

  • Assist with basic marketing and promotions outreach by distributing informational materials and promoting upcoming events at the box office.
  • Support ad-hoc reporting requests for the box office manager, such as attendance forecasts, sales trends, and comp usage analysis.
  • Participate in pre-event briefings and post-event debriefs to share operational feedback and identify ticketing improvements.
  • Help coordinate volunteer and seasonal staff scheduling, ensuring adequate box office coverage for all events.
  • Contribute to development and refinement of box office procedures, customer service scripts, and ticketing FAQs.
  • Perform light administrative tasks: filing refunds, archiving daily reports, maintaining supplies (tickets, receipt paper, wristbands), and ordering consumables.
  • Serve as a liaison between box office operations and guest services, catering, security, and ushers to resolve patron issues quickly.
  • Assist with loyalty, subscription, or membership program inquiries and renewals processed through box office systems.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficiency with box office and ticketing platforms (e.g., Ticketmaster, Tessitura, AudienceView, Etix, Vendini, DICE).
  • Point-of-sale (POS) and payment processing experience, including chip, contactless, and mobile payments.
  • Cash handling and drawer reconciliation with documented accuracy in end-of-day deposits.
  • Barcode scanning, mobile ticket validation, and familiarity with handheld scanner hardware.
  • Basic CRM usage and customer record management to update patron information and notes.
  • Ability to read and update seating maps, price levels, hold codes, and manifest lists.
  • Knowledge of refund, exchange, comp, and hold policies and how to apply them in systems.
  • Experience generating and interpreting sales and attendance reports (CSV, Excel exports).
  • Familiarity with PCI-DSS and secure handling of payment card information.
  • Basic troubleshooting of printers, scanners, and POS hardware; working knowledge of networked ticketing kiosks.

Soft Skills

  • Exceptional customer service orientation with a calm, polite, and professional demeanor under pressure.
  • Strong verbal communication and active listening skills for phone and in-person interactions.
  • Problem solving and conflict resolution skills; de-escalation experience with upset patrons.
  • High attention to detail and organizational skills to maintain accurate ticket inventory and financial records.
  • Time management and ability to prioritize tasks during high-volume events and peak sales periods.
  • Sales aptitude and cross-selling ability while prioritizing patron needs over revenue.
  • Teamwork and collaboration with operations, security, ushers, and supervisors.
  • Flexibility and adaptability to last-minute event changes, schedule shifts, and extended hours.
  • Dependability and punctuality with a focus on shift accountability and adherence to opening/closing procedures.
  • Professional discretion and integrity when handling sensitive customer and financial data.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent (GED).

Preferred Education:

  • Associate's degree or coursework in Hospitality Management, Business Administration, Events Management, or a related field.

Relevant Fields of Study:

  • Hospitality Management
  • Event Management
  • Business Administration
  • Communications
  • Marketing

Experience Requirements

Typical Experience Range:

  • 0–3 years (entry-level to mid-level); many employers welcome candidates with prior retail, hospitality, or customer service experience.

Preferred:

  • 1–2+ years experience in box office, ticketing, retail POS, or event admissions; demonstrated experience with ticketing software and cash reconciliation preferred.
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