Patron Services Associate

Cleveland Public Theatre (CPT) is hiring a Patron Services Associate (PSA), a core part of the CPT staff who will make a meaningful contribution to life at CPT and our community impact. All prospective candidates must make a commitment to centering antiracist and anti-oppression practices in their work. This is a year-round, full-time staff position with a salary range of $31,500 – $35,000 based on work experience. CPT also offers a comprehensive benefits package detailed further below.

Review of candidates will begin immediately. To apply for the position, send an email to careers@cptonline.org by end of day April 28th, 2023. Anticipated start date is May 15^th, 2023.  Subject line should read: YOUR LAST NAME, YOUR FIRST NAME – PATRON SERVICES ASSOCIATE. Your email should include two attachments: a resume and a two-page cover letter giving examples of your related experiences and explaining why you are interested in this position. No phone calls, please.

JOB DESCRIPTION

The PSA will join our Front of House team and assist in the management of that department. They will support CPT in managing and recording box office transactions, managing volunteers, and will be a key player in all CPT’s special events throughout the year. Other duties range from basic administrative tasks to running the box office on show nights to “on-your-feet” tasks like bar/inventory management.

CPT is seeking a highly motivated team player with exceptional communication skills, who has a passion for the arts and mission of CPT. This position is a great opportunity for those looking to grow professionally and learn new skills. Successful candidates will be enthusiastic, demonstrate grace under pressure, multi-task efficiently, enjoy helping/interacting with the public, and enjoy event planning/management and the execution of said events.

RESPONSIBILITIES

The PSA reports to the Patron Services Manager and has the following responsibilities:

PRIMARY RESPONSIBILITIES:

• Provide the best possible patron experience.
  • Make patrons feel welcome.
  • Provide clear information about our performances, organization, neighborhood, and mission.
  • Prevent and resolve customer disputes to mutual satisfaction.
• Manage and record box office activities and transactions.
  • Occasionally maintain public box office hours
  • Support in the management and data cleaning of our CRM database, Spektrix
  • Occasionally reconcile box office cash drawer and manage box office deposits.
• Manage usher volunteers for the season.
  • Create monthly usher opportunities e-mails.
  • Schedule ushers for the season
  • Track usher rewards
  • Plan an annual usher rewards party at the end of season.
• Support Patron Services Manager with bar, house management and other Front of House duties.
  • Assist in cleaning and maintaining organized bars, fridges, barrooms, house management rooms, and event services room.
  • Help maintain bar and house manager paperwork, including show notes & bar menus.
  • Support regular inventory management and occasional financial reconciliations.
  • Manage patron accessibility needs.
  • Support the growth and development of the Front of House department.

SECONDARY RESPONSIBILITIES:

• Logging & processing of incoming checks
• Management of general reception voicemail box and box office e-mail
• Entering and updating our Artist Memberships
• Creating ticket donation packets for other non-profits
• Supporting the maintenance and cleaning of shared community spaces
• Planning and executing CPT special events including:
  • Staff birthday celebrations
  • Board meetings
    • Manage set-up and catering.
  • Dark Room (monthly)
    • Manage set-up and strike.
  • Station Hope (annually in May)
    • Support in catering, Front of House and volunteer management
    • Have a night-of assignment for the event (roles can vary) and assist with strike
  • Pandemonium (annually in September)
    • Support in ticket sales, Celebrity Chef set-up, and bar set-up for the event
    • Support in parking & Celeb Chef management
    • Have a night-of assignment for the event (roles can vary) and assist with strike

QUALIFICATIONS:

• Exceptional conversational skills, verbal expression, and warm attitude
• Ability to work nights and weekends
• Experience with ticketing software or use of customer relation management (CRM) databases and working knowledge of Microsoft Office preferred
• Previous box office or customer service experience preferred
• Cash handling and cash drawer reconciliation experience preferred
• Bachelor’s degree in performing arts, humanities or related fields is preferred, or equivalent work experience
• Familiarity with inventory management is a plus
• Fluency in Spanish and/or Arabic is desirable

OTHER CHARACTERISTICS:

• Enjoys helping the public in person, over the phone, and through e-mail
• Strives to create equitable experiences for all patrons
• Enjoys event planning including ordering catering, setting up for events, and planning and executing celebrations.
• Demonstrates grace under pressure
• Works efficiently and calmly in a fast-paced environment
• Ability to prioritize and multi-task
• Brings energy, enthusiasm, and an always willing to pitch in attitude

BENEFITS

• Medical, dental, and vision plans (HSA-compatible)
• Paid vacation days and paid time off for holidays
• Flexibility to work at most one day remotely per the needs of the department
• Free tickets to all Cleveland Public Theatre, Teatro Público de Cleveland, and Masrah Cleveland Al-Arabi productions.
• Free tickets to Pandemonium, CPT’s annual fundraising extravaganza
• Reimbursements for tickets to some other local productions (inquire with your department head).
• Participation in “First Fridays”, CPT’s lunch and learn mentorship program where staff members get to engage with staff members of all-levels to encourage advancement
• See an awe-inspiring view of Lake Erie from our rooftop.

ABOUT THE CPT STAFF

CPT cares passionately about reflecting our community and pursuing diversity at all levels of the organization. CPT has a demanding work environment with long, intense hours, but we have fun and love what we do. We value hard work, and strive to center courage, humanity, integrity, representation, respect, and joy, “challenging each other to do and be our collective best.” CPT is a deeply un-siloed organization and cross departmental work is a norm.

For applicants considering relocation to Cleveland: our city is an excellent community to live in with top-notch arts and culture, a vibrant theatre scene, amazing dining, beautiful public parks, a great lake, and affordable housing.

We care about the health and safety of our staff. All CPT staff members have been fully vaccinated against Covid-19; and thus, we require that all candidates also be fully vaccinated as well.

ABOUT CLEVELAND PUBLIC THEATRE

CPT is an internationally recognized center for contemporary performance. Our mission is to raise consciousness and nurture compassion through groundbreaking performances and life-changing education programs. CPT implements this mission through our theatrical season, featuring between 8-10 adventurous professional productions and a robust series of new play development programs that support writers and devisers at multiple points in the creative process. CPT’s acclaimed education programs engage communities in devising new works that speak to contemporary issues and empower participants to work for positive change in our community. CPT is home to community ensembles Teatro Público de Cleveland and Masrah Cleveland Al-Arabi. CPT also annually presents Station Hope, a large-scale community arts festival. CPT’s annual budget is around $2.5 million a year and has 23 full-time staff members.