WORK WITH STUDIO TENN

(formerly Box Office Associate)

Classification: Part-time, hourly, non-exempt
Starting Pay: $16/hr
Reports to: Patron Services Manager

Summary: The Patron Services Associate is a crucial role in Studio Tenn’s success both financially and in building long-term relationships with its patrons. This position serves as a primary point of contact for patrons and donors, supporting not only ticketing transactions but the full patron experience. The role reflects Studio Tenn’s shift from a transactional box office model to a relationship-based Patron Services approach, where each interaction contributes to ongoing engagement, loyalty, and support.

Detailed Description: To perform this job successfully, an individual must perform each essential function satisfactorily with or without reasonable accommodation:

• Support all aspects of Patron Services to ensure efficient operations and an excellent patron experience 

• Serve as a welcoming, informed, and responsive representative of Studio Tenn 

• Contribute to building and maintaining strong relationships with patrons and donors 

• Adhere to all Studio Tenn policies and procedures 

• Perform other duties as assigned that support patron engagement, ticketing operations, and the overall patron experience 

PATRON SERVICES RESPONSIBILITIES

Patron Interaction & Service

• Manage incoming calls, emails, and walk-up interactions with a focus on personalized, responsive service 

• Serve as a primary point of contact for patron and donor inquiries 

• Provide clear, accurate, and helpful information about programming, ticketing, and engagement opportunities 

• Respond to patron concerns with professionalism, maintaining a calm, solution-oriented approach and escalating issues when appropriate

• Respond to general inquiries related to Studio Tenn programming, including education programs, classes, and registration information 

• Act as the “voice” of Studio Tenn, representing the organization’s mission and values 

Ticketing, Registrations & Sales

• Process ticket orders, exchanges, and upgrades 

• Process registrations for education programs, classes, and related offerings 

• Support ticket pricing and promotional strategies in coordination with management 

• Assist with group sales and non-public performances 

• Run box office operations for performances, including will call and walk-up sales 

Patron Engagement & Giving

• Offer patrons the opportunity to add a donation to their purchase as a natural part of the transaction 

• Support questions related to donor giving and the Circle 

• Help create a positive experience that encourages ongoing engagement and support 

• Recognize returning patrons and provide a more personalized level of service when possible 

External Ticketing & Earned Revenue

• Support ticketing operations for external organizations and events utilizing the Turner Theater 

• Assist in the setup, execution, and management of third-party ticketing within Studio Tenn systems 

• Represent Studio Tenn professionally in service to external partners 

• Contribute to the growth of this earned revenue stream, supporting increased organizational stability and expanded work opportunities 

Data & Administrative Support

• Manage importation and organization of internal and external data (prospect lists, customer lists, etc.) 

• Maintain accurate and up-to-date patron records within ticketing and CRM systems 

• Assist with mailings and fulfillment projects 

• Conduct light research projects as assigned (patron-related, organizational, or event support) 

• Complete additional administrative tasks as needed to support patron engagement and organizational operations 

Event Support

• Assist with coordination, logistics, and hospitality for events (gala, readings, special events, etc.) 

• Support both ticketed and non-ticketed patron experiences 

KNOWLEDGE AND SKILLS: 

Strong customer service skills with the ability to remain calm, professional, and solution-focused in a fast-paced environment; Ability to handle sensitive or challenging patron interactions with discretion, patience, and sound judgment

Education and/or experience: High School Diploma required, Bachelor’s in Communications, Business, or related field preferred. Minimum one (1) year of relevant experience required.

Computer skills/Technical knowledge: Windows, Microsoft Office, Adobe Creative Suite, Google Suite, Word Press, email programs. Ability to learn and effectively use Archtics, TM1, and related platforms

Mathematical skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, and percentages.

Language skills: Strong written and verbal communication skills; Ability to interact professionally and effectively with patrons, donors, staff, and partners; Ability to present information clearly and respond to questions in a service-oriented manner

Reasoning ability: Ability to problem-solve in real time and respond to patron needs effectively; Ability to manage multiple tasks and prioritize in a fast-paced environment

Other Qualifications: Strong attention to detail and organizational skills; Ability to handle multiple, simultaneous tasks; Comfort balancing patron interaction with administrative responsibilities; Availability to work evenings and weekends as required

PHYSICAL AND MENTAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to touch, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs and ladders; balance; stoop, kneel, bend, crouch, or crawl; talk or hear; taste or smell.

The employee must frequently lift and/or move up to 50 pounds. Repetitive motion of upper body. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

While performing the duties of this job, the employee must be able to work in a fast paced, sometimes stressful, customer service-oriented environment, perform duties under pressure and meet deadlines in a timely manner. The employee must work as part of a team, complete assignments independently and take instructions from supervisors.

Regular and reliable attendance and adherence to organizational standards of availability required. Must be willing and able to maintain a flexible work schedule to meet the demands of the position.

WORK ENVIRONMENT

Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job responsibilities. Works in well-lit, ventilated and climate-controlled office environment where routine equipment is used; some equipment has moving mechanical parts. May need to work in warehouse setting assisting with production with poor ventilation. May be exposed to hot and cold temperatures. May be exposed to fumes or airborne particles and toxic or caustic chemicals, flammables, pesticides, etc. Noise level varies from an office environment to theater with music and entertainment.

EQUAL OPPORTUNITY EMPLOYMENT

Studio Tenn is an equal opportunity employer and is committed to creating an inclusive and welcoming environment for all employees and patrons. Employment decisions are made without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

TO APPLY: Please email a resume to Jean Thornton, jeanthornton@studiotenn.com.

If you have technical theatre skills (such as carpentry, scenic painting, sewing, etc.) and would like to join our database of overhire workers, please send your resume and letter of inquiry to matthewhunter@studiotenn.com. No phone calls please.