Box Office Agent

Job Title: Box Office Agent / Customer Service Representative

Position Type: Part-Time, Hourly, Non-Exempt
Union Status: Position is covered under the terms of the Collective Bargaining Agreement

The Flynn is committed to creating an inclusive workplace that promotes and values diversity. We strive to be diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective. Our goal is to build and maintain an organization where everyone can do their best work.

We believe that people of color, people from working-class backgrounds, women, and LGBTQ+ people must be centered in the work we do, and we strongly encourage applications from people with these identities or who are members of other marginalized communities.

ABOUT THE FLYNN

The Flynn Center for the Performing Arts is Vermont’s creative heartbeat - a statewide organization that brings communities together through live performance, public programs, and shared cultural experiences.

While based in Burlington, the Flynn’s work extends far beyond its stages. Through festivals, commissions, education programs, and public-space projects, the Flynn engages theaters, galleries, schools, downtown, and outdoor spaces across Vermont. The Flynn emphasizes artistic excellence, access, and relevance, creating experiences that feel rooted in place, responsive to community, and alive in the moment.

Position Summary

The Box Office Ticketing Agent provides excellent customer service to patrons by assisting with ticket sales, exchanges, refunds, will-call distribution, and general ticketing inquiries. This role helps ensure a smooth, welcoming, and positive patron experience while following Flynn policies, procedures, and ticketing practices. The Box Office Ticketing Agent may also represent the Flynn at off-site events as needed.

Key Responsibilities

• Sell tickets in person and over the phone and assist patrons with online ticket purchases and account needs using the Flynn’s ticketing system.
• Represent the Flynn professionally when working at off-site events and ticketing locations.
• Provide friendly, professional, and efficient customer service to patrons, donors, members, and guests.
• Assist patrons with ticket purchases, exchanges, refunds, seat changes, and accessibility-related requests.
• Process credit card, cash, and other payment transactions accurately and securely.
• Distribute will-call tickets and assist with resolving patron questions or concerns in a timely and professional manner.
• Maintain current knowledge of upcoming performances, events, seating charts, ticket prices, discounts, promotions, policies, and procedures.
• Answer incoming calls and respond to emails regarding ticketing, performances, and general venue information.
• Assist with group sales inquiries, special ticketing requests, and other patron services as needed.
• Follow all box office policies, cash-handling procedures, data security practices, and other applicable safety and security procedures.
• Support front-of-house operations and patron services during performances as assigned.
• Maintain an organized, clean, and welcoming box office environment.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent; some college preferred.
• Previous customer service or sales experience required; box office, ticketing, or performing arts experience preferred.
• Strong communication, interpersonal, and customer service skills.
• Comfortable handling cash, processing payments, and learning and operating point-of-sale and ticketing systems.
• Ability to work efficiently and accurately in a fast-paced environment while maintaining attention to detail.
• Ability to remain professional, patient, and courteous when assisting patrons with questions, concerns, or challenging situations.
• Ability to learn and apply ticketing policies, procedures, pricing structures, seating configurations, and event information.
• Positive attitude and commitment to providing an inclusive, welcoming, and excellent patron experience.
• Flexible availability, including evenings, weekends, and holidays, based on the Flynn's performance and event schedule.

Physical Requirements

• Ability to sit and/or stand for extended periods and regularly use a computer, telephone, and other office equipment.
• Ability to communicate effectively with patrons and coworkers in person, by telephone, and electronically.
• Ability to lift and carry materials weighing up to 20 pounds as needed.