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Steppenwolf Theatre Company
For over 40 years, Steppenwolf Theatre Company has been a cultural leader in Chicago and model for theatre companies in the United States and around the world. Formed by a collective of actors in 1976, the ensemble represents a remarkable cross-section of actors, directors, stage managers and playwrights. Steppenwolf's artistic ambitions are made possible by its incredible workforce of individuals, who help create a culture of inclusivity, collaboration and accountability. To that end, we attempt to use an anti-oppressive and anti-racist lens in our roles and everyday decision-making. Join us in this ongoing process, as we navigate, together, our complex world.
The Audience Services Supervisor is an experienced box office professional who manages day-to-day operations of the Steppenwolf box office. This position manages and trains 6-10 Audience Services Associates (part-time and full-time) and helps maintain a smooth and efficient ticketing experience for all patrons using Tessitura CRM. When live performances are on stage, this position’s primary focus is managing will-call shifts and ensuring that the box office is providing consistent and excellent customer service. Consistent evening and weekend availability is required. This position reports to the Associate Director of Audience Services.
Duties
Staff Supervision
The Ideal Candidate Will Have
Salary range: $40,093 - $43,594 with excellent benefit package for full time employees, including medical, dental, vision insurance, short-term and long-term disability insurance, life insurance, vacation pay, paid sick time, personal days, Ventra transit benefit program, employee assistance program and 401(k) matching retirement program.
How To Apply
Interested candidates should submit a cover letter, resume and three references through the link provided.
NO PHONE CALLS OR EMAILS PLEASE
About Steppenwolf
Steppenwolf Theatre Company is the nation’s premier ensemble theater. Steppenwolf produces hundreds of performances and events annually in its three spaces: the 515-seat Downstairs Theatre, the 400-seat Ensemble Theatre and the 80-seat 1700 Theatre. Artistic programming includes a five play season; a two-play Steppenwolf for Young Adults season; Visiting Company engagements; and LookOut, a multigenre performances series. Education initiatives include the nationally recognized work of Steppenwolf for Young Adults, which engages 15,000 participants annually from Chicago’s diverse communities. While firmly grounded in the Chicago community, nearly 40 original Steppenwolf productions have enjoyed success both nationally and internationally, including Broadway, Off-Broadway, London, Sydney, Galway and Dublin. Audrey Francis and Glenn Davis are the Artistic Directors and E. Brooke Flanagan is the Executive Director. For additional information, visit steppenwolf.org, facebook.com/steppenwolftheatre, twitter.com/steppenwolfthtr and instagram.com/steppenwolfthtr.
Steppenwolf Mission
Steppenwolf Theatre Company strives to create thrilling, courageous, and provocative art in a thoughtful and inclusive environment. We succeed when we disrupt your routine with experiences that spark curiosity, empathy and joy. We invite you to join our ensemble as we navigate, together, our complex world.
Steppenwolf Core Values
Equity + Inclusion
Integrity + Curiosity
Courage + Collaboration
Accountability + Leadership
Steppenwolf Theatre Company is an equal opportunity and affirmative action employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Steppenwolf complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
We strongly encourage applications from people of color and members of underrepresented groups
For over 40 years, Steppenwolf Theatre Company has been a cultural leader in Chicago and model for theatre companies in the United States and around the world. Formed by a collective of actors in 1976, the ensemble represents a remarkable cross-section of actors, directors, stage managers and playwrights. Steppenwolf's artistic ambitions are made possible by its incredible workforce of individuals, who help create a culture of inclusivity, collaboration and accountability. To that end, we attempt to use an anti-oppressive and anti-racist lens in our roles and everyday decision-making. Join us in this ongoing process, as we navigate, together, our complex world.
The Audience Services Supervisor is an experienced box office professional who manages day-to-day operations of the Steppenwolf box office. This position manages and trains 6-10 Audience Services Associates (part-time and full-time) and helps maintain a smooth and efficient ticketing experience for all patrons using Tessitura CRM. When live performances are on stage, this position’s primary focus is managing will-call shifts and ensuring that the box office is providing consistent and excellent customer service. Consistent evening and weekend availability is required. This position reports to the Associate Director of Audience Services.
Duties
Staff Supervision
- Steppenwolf representative responsible for hiring, training, and evaluating 9 Audience Services Associates, all of whom are covered under the IATSE 750 Collective Bargaining Agreement. This includes:
- Understanding, interpreting, and implementing policies set within the CBA
- Managing the balance of duties and responsibilities of the ASAs.
- Representing Steppenwolf in all interactions with unionized staff.
- Keeping detailed documentation on the ASAs performance and handling all disciplinary conversation with support from the Associate Director of Audience Services.
- Representing the institution in the communication and implementation of Steppenwolf’s current staffing policies, in addition to any future revisions to existing policies
- Regularly sends communications to the Audience Services Staff sharing departmental updates and plans
- Gathers availability for all Audience Services Associates and creates the monthly scheduling for all programming streams and special events
- Partners with Associate Director of Audience Services to project staffing needs for budgetary projections and assists with creating a hiring plan
- Maintaining help documentation on box office policies and procedures
- Serve as primary on-the-floor manager, answering Associate questions and serving as the primary point of escalation for difficult patron interactions when present.
- Manage most of the will-call shifts for live performances. Frequently working evenings and weekends. This includes:
- Handling cash and checks and reconciling income at the end of each day
- Seating, printing, and processing third-party tickets.
- Releasing unused holds and allocations
- Working a station during a will-call or circulating between box offices to provide support as needed
- Writing and disseminating a box office report at the end of each will-call shift
- Facilitate monthly box office staff meetings, and additional training with other members of Audience Services where needed.
- Work closely with counterparts in Audience Experience to ensure that Steppenwolf is offering consistent customer service across teams
- Work with the Associate Director of Audience Services to evaluate and update box office policies and procedures as needed.
- Communicate frequently with the Associate Audience Services Director, ensuring that Associates are aware of messaging, communications calendar and the general cadence of marketing campaigns.
- Answer requests for charity voucher donations
- Maintain a comprehensive list of accepted and rejected charity voucher requests.
- Create and issue charity gift vouchers.
- Ensure all issued vouchers are tracked and documented.
- Facilitate group sales requests for groups of 10 or more.
- Fill in for Associates if needed – take phone calls, respond to patron emails, process comp requests etc.
- Manage relationships with and allocate tickets to 3rd party vendors (Goldstar, Hottix, TodayTix) for all Main Series and Steppenwolf for Young Adults shows, strategizing about price points, number of tickets to each vendor etc.
- Add and release third-party vendor holds in Tessitura.
- Reconcile income, maintain, and communicate accurate data on sales and revenue from third-party vendors.
- Ensure that the box office is stocked with office supplies and all relevant Marketing materials
- Manage cash and check reconciliation for Audience Services
- Deposit all checks for Audience Services, and make cash deposits as needed
- Basic troubleshooting on Boca ticket printers
- With the IT department, manage the box office phone system, including modifying hours and recorded greetings.
The Ideal Candidate Will Have
- 2+ years’ experience in customer service, preferably in a live performance box office
- 2+ years’ experience working regularly with ticketing software; Tessitura experience preferred
- Demonstrated commitment to creating a safe and accessible environment for staff and patrons
- Superior written and verbal communication skills, with particular emphasis on phone service
- Strong organizational skills and attention to detail
- Daytime, evening, and weekend availability; needs vary by performance schedule.
- Proficiency in Microsoft Office suite and Google suite
Salary range: $40,093 - $43,594 with excellent benefit package for full time employees, including medical, dental, vision insurance, short-term and long-term disability insurance, life insurance, vacation pay, paid sick time, personal days, Ventra transit benefit program, employee assistance program and 401(k) matching retirement program.
How To Apply
Interested candidates should submit a cover letter, resume and three references through the link provided.
NO PHONE CALLS OR EMAILS PLEASE
About Steppenwolf
Steppenwolf Theatre Company is the nation’s premier ensemble theater. Steppenwolf produces hundreds of performances and events annually in its three spaces: the 515-seat Downstairs Theatre, the 400-seat Ensemble Theatre and the 80-seat 1700 Theatre. Artistic programming includes a five play season; a two-play Steppenwolf for Young Adults season; Visiting Company engagements; and LookOut, a multigenre performances series. Education initiatives include the nationally recognized work of Steppenwolf for Young Adults, which engages 15,000 participants annually from Chicago’s diverse communities. While firmly grounded in the Chicago community, nearly 40 original Steppenwolf productions have enjoyed success both nationally and internationally, including Broadway, Off-Broadway, London, Sydney, Galway and Dublin. Audrey Francis and Glenn Davis are the Artistic Directors and E. Brooke Flanagan is the Executive Director. For additional information, visit steppenwolf.org, facebook.com/steppenwolftheatre, twitter.com/steppenwolfthtr and instagram.com/steppenwolfthtr.
Steppenwolf Mission
Steppenwolf Theatre Company strives to create thrilling, courageous, and provocative art in a thoughtful and inclusive environment. We succeed when we disrupt your routine with experiences that spark curiosity, empathy and joy. We invite you to join our ensemble as we navigate, together, our complex world.
Steppenwolf Core Values
Equity + Inclusion
Integrity + Curiosity
Courage + Collaboration
Accountability + Leadership
Steppenwolf Theatre Company is an equal opportunity and affirmative action employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Steppenwolf complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
We strongly encourage applications from people of color and members of underrepresented groups