Key Responsibilities and Required Skills for Box Office Ticket Agent

🎯 Role Definition

As a Box Office Ticket Agent you are the face of the venue for guests purchasing or collecting tickets. You will handle ticket sales, will-call processing, phone and online order support, cash and card transactions, and ensure an efficient, courteous experience for patrons. This role requires strong customer service, attention to detail, familiarity with ticketing platforms (Ticketmaster, Eventbrite, Tessitura, Veritix, etc.), cash reconciliation, and the ability to manage high-volume periods for concerts, sporting events, theater, and special events.

📈 Career Progression

Typical Career Path

Entry Point From:

Front-of-house staff / Ushers
Customer service representative / Call center agent
Retail cashier or concierge

Advancement To:

Senior Box Office Manager
Ticketing Operations Supervisor
Group Sales Manager
Venue Operations Manager

Lateral Moves:

Guest Services Manager
Marketing/Event Promotions Coordinator

Core Responsibilities

Primary Functions

Greet patrons in a friendly, professional manner and assist with on-site ticket purchases, exchanges, refunds, and will-call pickups while maintaining a calm demeanor during high-volume periods.
Operate and manage ticketing software (Ticketmaster, Eventbrite, Tessitura, AXS, Veritix or venue-specific platforms) to process orders, reprint tickets, and update seating assignments accurately.
Process cash, credit and mobile payments using POS systems, ensure correct change, and follow PCI compliance procedures for card transactions.
Reconcile cash drawer and daily transaction reports at the end of each shift, prepare accurate deposit slips, and document discrepancies following venue cash handling policies.
Resolve customer complaints and escalations regarding seating, accessibility, ticketing errors, and refunds, escalating to management or security when necessary.
Verify IDs, enforce age restrictions for age-sensitive events and alcohol policies, and confirm payment authorization for ticket purchases.
Handle phone, email, and chat inquiries related to ticket availability, pricing, seating charts, special offers, and event policies with clear, polite communication.
Manage will-call lists and VIP/press lists, prepare manifests for event management and production teams, and coordinate special requests for VIPs and season ticket holders.
Assist patrons with seating charts and seat selection, including relocations and upgrades; coordinate with house management and ushers to facilitate seat changes smoothly.
Issue refunds and exchanges in accordance with venue and promoter policies; maintain accurate transaction records and update ticketing system notes.
Scan and validate tickets at entry or oversee scanning stations, troubleshoot scanning errors, and work with access control systems to prevent fraud and duplicate entries.
Provide ADA accommodations and support requests for guests with disabilities, coordinate accessible seating and companion seating per policy, and liaise with guest services.
Manage group sales pickups and distribute block seating for schools, corporate groups, and tour operators; prepare group manifests and receipts.
Cross-sell and upsell premium seats, memberships, subscriptions, and promotional add-ons (parking, merchandise, VIP packages) to maximize per-guest revenue.
Maintain up-to-date knowledge of all scheduled events, start times, venue policies, and emergency procedures to provide accurate information to patrons.
Prepare box office reports, daily box office summaries, and attendance records for management and finance teams.
Set up and break down the box office area, ensure ticket stock and supplies (receipt paper, ticket stock, scanners) are available and in working order.
Coordinate with marketing and promotions to honor discounts, comp tickets, promo codes, and special offers; verify eligibility and process applicable transactions.
Train and support temporary, seasonal, and part-time box office staff on ticketing systems, cash handling, customer service standards, and emergency protocols.
Enforce venue and event-specific policies (re-entry, bag rules, prohibited items) and coordinate with security staff when policy violations occur.
Assist with inbound/outbound shipping and handling for mailed or shipped tickets, process delivery exceptions, and track shipment confirmation.
Perform pre-show and post-show reconciliations, update attendance and no-show records, and deliver attendee lists to production or promoter contacts.
Maintain confidentiality of patron data and adhere to data security standards for customer records, payment details, and ticket purchaser information.
Participate in testing and rollouts of new ticketing features, hardware (scanners, terminals), and software updates; provide feedback to IT and ticketing vendors.
Support emergency response efforts at the box office (lost children, medical incidents) by following venue safety protocols and coordinating with security and first aid.

Secondary Functions

Collaborate with marketing and analytics teams to provide box office sales data for promotions and post-event reporting.
Assist with inventory management for promotional tickets, comp allotments, and marketing giveaways.
Support outreach to season subscribers for renewals and retention campaigns when required.
Participate in regular team meetings, contribute to process improvement suggestions for the box office workflow, and assist in implementing standard operating procedures.
Help maintain an organized box office environment, including filing, archiving printed manifests, and documenting daily operational notes.

Required Skills & Competencies

Hard Skills (Technical)

Proficient with major ticketing platforms: Ticketmaster, Eventbrite, Tessitura, AXS, Veritix, or comparable systems.
Point-of-sale (POS) and payment processing experience; familiarity with EMV chip readers and PCI compliance standards.
Cash handling, reconciliation, and deposit preparation experience with high accuracy and audit-readiness.
Experience using barcode scanners and access control hardware; ability to troubleshoot scanner and printer issues.
Basic proficiency with Microsoft Office (Excel for reporting), Google Workspace, and CRM or venue management software.
Knowledge of seating charts, ticket inventory management, and box office reporting metrics (tickets sold, comps, net sales).
Ability to operate phone systems and handle high-volume inbound call queues; experience with ticket-related phone sales and customer communication.
Familiarity with ADA seating rules, will-call procedures, and event manifest creation.
Data entry accuracy and record-keeping for sales transactions, refunds, and customer information.
Experience with promotions, discounts, membership renewals, and group sales processes.

Soft Skills

Exceptional customer service orientation with professional, calm communication under pressure.
Strong verbal and written communication skills for front-line interactions and interdepartmental coordination.
Problem solving and conflict-resolution skills; ability to de-escalate tense situations.
Attention to detail and high level of accuracy in financial transactions and ticketing records.
Multitasking and time-management in fast-paced, peak-event environments.
Team player mentality, coachable, and able to train/mentor seasonal staff.
Discretion and confidentiality handling patron payment and personal data.
Adaptability to changing event needs, last-minute seating changes, and system updates.
Sales-oriented mindset with ability to promote upgrades, memberships, and value-add products.
Cultural competency and ability to serve diverse audiences; bilingual skills (Spanish, Mandarin, etc.) are a plus.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent.

Preferred Education:

Associate degree or bachelor's degree in Hospitality Management, Business Administration, Arts Management, or related fields (preferred but not required).

Relevant Fields of Study:

Hospitality or Tourism Management
Business Administration
Arts Management / Cultural Management
Communications or Public Relations
Sales or Marketing

Experience Requirements

Typical Experience Range:

0–3 years in customer service, retail, or entry-level box office roles.

Preferred:

1–3 years of direct box office/ticketing experience or 2+ years in customer-facing retail/POS environment; experience with major ticketing platforms and cash reconciliation strongly preferred.