Analyst, Sales & Donor Support

Job Summary/Purpose

This position will support SigPro’s patrons, donors, and other customers as they interact with our venues, productions, and ticketing partner. This role will be responsible for building and monitoring events in SigPro’s ticketing platform and will also provide general pre-sales and post-event support for patrons and donors.

Essential Functions and Responsibilities

While this is intended to be an accurate reflection of the current job, Management reserves the right to revise the job or to require that other or different functions to be performed when circumstances change or exigencies require:

• Build events in SigPro’s ticketing platform according to information provided by The Sharon Booking Manager and The Studio Production Manager, and ensure prices & fees, seat holds & kills, on-sale dates, promo codes, and the like are accurate and ready for sale to patrons.
• Interface with SigPro Marketing and The Villages Entertainment to ensure that all graphics, copy, and other marketing materials posted on TVENT’s ticketing websites are accurate and consistent with contracting and artistic vision.
• Liaise between SigPro and TVENT to ensure that representatives, management, and leaders at Box Office and other venues are aware of SigPro’s offerings and can act as conduits for patrons who would like to learn more about us and our mission.
• Provide knowledge, information, and support to volunteers filling customer contact shifts as they either respond to or triage and assign customer requests for staff response/intervention.
• Respond to and/or assign for response from internal staff any escalated customer requests regarding pre-sales, seating inquiries, ADA accommodations, feedback, refunds, donation and sponsorship questions, premium services (The Sharon Lounge, private tours, etc.) and the like.
• Occasionally host or co-host “white glove” patrons, donors, and prospects at performances and special events.

Supervisory Responsibilities

• None

Minimum Requirements

• Associate’s degree and two years’ experience in hospitality, communications, theatre management, or similar field required.
• Experience with box office and ticketing software, especially Tessitura, preferred.
• One or more years’ experience with customer support tracking software such as Freshdesk, Zendesk, ServiceNOW, etc.
• Two or more years’ experience providing VIP/white glove hospitality service.
• Generally, regular hours are a perk of this position; however, the role may occasionally require working evenings and weekends with advance notice.
• Prompt and regular attendance is a requirement of this position.
• Excellent written and oral communications skills with supervisors, peers, and internal and external clients.
• Intermediate literacy with technology, including and especially the ability to communicate effectively in a Microsoft 365 ecosystem.
• Ability to foster a safe, humane, collaborative, organized, respectful, and energized work environment with a positive attitude and a sense of humor.
• Work with intermediate mathematical concepts, identify and analyze trends in data, call reports, and the like.

Typical Physical/Mental/Environmental Demands

• A broad range of physical movement, including prolonged sitting, standing, reaching, twisting and turning, kneeling, bending, squatting, and stooping in the performance of daily activities.
• Grasping and gripping, repetitive hand movement, and fine coordination in operating equipment, using tools, and preparing written material.
• Near and far vision in reading, operating equipment, and viewing productions.
• The need to be able to lift, drag, and/or push materials weighing up to 50 pounds using appropriate tools.
• There is a moderate level of noise possible in the work environment. There are instances when the employee experiences wet or humid conditions and may be exposed to theatrical haze, fog, and strobe effects.