POSITION TITLE: Patron Services Representative
POSITION TYPE: Part Time
START DATE: Immediate
SALARY RANGE: Hourly Rate (starting at $22.66/hour)
POSTING: September 2024

ABOUT CANADIAN STAGE

Canadian Stage is one of the country’s leading not-for-profit contemporary performing arts organizations. Sharing innovative work from Canada and across the world, the company stages an annual season across three Toronto venues, including its beautiful heritage building on Berkeley and Front Street, in the vibrant St. Lawrence Market neighbourhood.

In its long and storied history, Canadian Stage has employed thousands of artists and produced hundreds of new productions to over 5,000,000 audience members, including the premieres of 350+ new Canadian works. Many of the plays developed by Canadian Stage have been awarded and nominated for Canada's most prestigious literary and performing arts honours, including Governor General's, Chalmers, and Dora Mavor Moore Awards.

ABOUT THE POSITION

Canadian Stage’s Patron Services Representatives (PSRs) are responsible for providing exceptional customer service to patrons booking and attending performances. This role falls under our collective agreement with International Alliance of Theatrical Stage Employees Local B-173.

Under the direction of the Audience Services Management team, PSRs are the front-line staff for our patrons and guests, with a range of responsibilities that include assisting patrons with ticketing needs and concerns, selling tickets, understanding and utilizing the Tessitura ticketing software, conveying information about the productions and company, running concessions, and ensuring that current and new audiences feel welcomed and informed.

The volume of shifts available fluctuates throughout the year, in accordance with the cycle of productions and performances schedules throughout the year, though we are looking for candidates who have sufficient availability to work approximately 8 to 16 hours per week.

This role can be assigned to one or more of the below job classifications, providing the individual has the necessary qualifications and has been sufficiently trained. At this time, we are looking for applicants with Front of House experience with opportunities to be cross trained in other job classes.

Front of House Supervisor

• Provide exceptional front line customer service and problem solving to audience members.
• Act as an ambassador of Canadian Stage to audience members, fostering and maintain a positive and proactive attitude toward the company and its activities.

Bartender

• Balance and account for cash and credit card receipts from sales transactions.
• Provide exceptional front line customer service and problem solving to audience
  members.
• Act as an ambassador of Canadian Stage to audience members, fostering and maintain a
  positive and proactive attitude toward the company and its activities.

Audience Services Representative

• Answer patron questions and conduct sales of tickets, packages, subscriptions and other items in-person at the Box Office or by telephone, using Tessitura Ticketing System.
• Balance and account for cash and credit card receipts from sales transactions.
• Provide exceptional front line customer service to the ticket buying public.
• Organize and distribute Will Call tickets.
• Assist with organization and clerical duties as assigned within the Box Office.
• Keep apprised of our season schedule and shows to best advise and assist patron inquiries.
• Act as an ambassador of Canadian Stage to audience members, fostering and maintain a positive and proactive attitude toward the company and its activities.

Audience Services Supervisor

• Same activities and responsibilities as the Audience Services Representative
• In addition, the supervisor will serve as the supervising ticketing representative on site, which shall include dealing with any escalating customer concerns or issues, approving seating changes, ticketing end of night settlements, and supervising other ASR’s working the shift.

KEY COMPETENCIES FOR THIS POSITION

• Service Orientation – to provide an excellent patron experience
• Inclusion – to recognize and respond to incidents of non-appropriate behaviour and manages conflicts across people from diverse groups
• Problem Solving – to handle any conflict in service standards with understanding and a commitment to speedy resolution
• Strategic Orientation – to align patron messaging with Canadian Stage vision and mission
• Communication – to use active listening and dialogue to identify issues, clarify information and facilitate problem solving
• Quality Improvement - identifies and communicates situations that may lead to opportunities or prevent problems
• Accountability - engenders trust and credibility with patrons

QUALIFICATIONS

• Excellent interpersonal skills
• Strong written and oral communicator
• Problem solving and time management skills within a distracting environment
• Available to work evenings, weekends and holidays
• Able to climb stairs, stand for extended periods, lift and carry items up to 25lbs
• SmartServe certified
• First Aid training, including CPR and AED
• Abilities and commitments to punctuality, professionalism, and to treating customers, colleagues and artists with welcome and respect
• Familiarity with Box Office protocols for theatre is a strong asset
• Experience with customer database use such as Tessitura (preferred) or similar applications for patron services is an asset

STATEMENT OF INTENTION
Canadian Stage is committed to building an anti-racist, equitable and inclusive cultural institution. We work to reflect the stories, ideas, concerns, and priorities of the communities we have been entrusted to serve authentically and meaningfully. To address the under-representation of racialized and Indigenous employees at Canadian Stage and to affirm the importance of diverse lived experiences and insights for this position and Canadian Stage as a whole, we encourage and welcome applicants who identify as Indigenous, Black, and People of Colour in the application process.

APPLICATION PROCESS
Applications should be submitted by September 13, 2024 and include the following:

• A Letter of Intent stating the candidate’s interest in the position, relevant experience, and critical responsibilities. The letter should be no longer than one page.
• A Resume, no longer than two pages.

Please merge your cover letter and resume into one PDF. Please send your application to:
asr@canadianstage.com and use the email subject header “Patron Services Representative”.

The review of candidates will begin as applications are received and will continue until the position is filled.

All qualified persons are encouraged to apply; however, Canadians and permanent residents of Canada will be given priority. While we thank all candidates for their interest, only those short-listed will be contacted.