Venue Box Office Agent

JOB DESCRIPTION

The Venue Box Office Agent represents the Hot Docs Box Office on location at our various festival venues.  They provide a warm, welcoming experience to our patrons while processing same-day ticket sales and tending to other patron needs and inquiries during the Hot Docs Canadian International Documentary Festival. This position reports to the Festival Box Office Manager. The ideal candidate will enthusiastically dive into the festival experience and will be able to utilize troubleshooting and communication skills to deliver the best possible experience to all attendees. The position offers an excellent opportunity to be a part of a strong and supportive team, gain experience in working in festival environments, and hone those skills.  

KEY RESPONSIBILITIES

• Processing ticket and merchandise orders efficiently at Festival venue box offices;
• Providing other helpful patron services including exchanges, re-seating, and printing online orders;
• Precision implementation of protocols for credit card, debit, and cash transactions and the usage and maintenance of Hot Docs ticketing equipment;
• Offering a high level of customer service by attending to patron questions and queries with professionalism and warmth;
• Collaborating with fellow agents to ensure consistency in service and practices;
• Assisting with meeting the ticket and seating needs of guests with disabilities, filmmakers, volunteers, industry delegates, and other key stakeholders;
• Maintaining accurate guest and ticketing records in the ticketing database;
• Daily set-up and/or tear-down of box office materials;
• In-person presence at Festival venues and for training sessions;
• Flexible approach to workplace location and hours (including occasional evenings and weekends) contingent on the operating needs of the organization;
• Perform other duties and assist with special projects as assigned. 

QUALIFICATIONS

• Experience in a box office, ticket sales, or festival environment is strongly preferred;
• Outstanding interpersonal skills in a fast-paced customer service setting;
• Adept at navigating escalated circumstances with a variety of audience segments including patrons, volunteers, industry delegates, and staff;
• Proficiency and experience in the use of ticketing CRMs and/or software, particularly Agile, is an asset;
• Familiarity with Moneris, other credit card processing software and devices, as well as the handling of cash is an asset;
• A collaborative and supportive work ethic;
• Commitment to barrier-free access and supporting the needs of all guests.

EQUITY STATEMENT
Hot Docs is a forum to share stories and perspectives on the people, issues and events that shape our world, and we encourage respectful discussion and debate to foster greater understanding and empathy.
 
An integral component of this is Hot Docs’ commitment to fostering an organizational culture that brings together people with different races, identities, abilities, experiences and skills. Hot Docs is committed to reflecting the diverse communities we serve in the stories we present and also in our workforce. We encourage applications from diverse communities and welcomes applicants who have demonstrated a commitment to upholding the values of equity, diversity, and inclusion.

ACCOMMODATION STATEMENT
Hot Docs encourages applications from qualified candidates and will accommodate applicants’ needs throughout all stages of the recruitment and selection process.  Please advise the Hiring Manager to ensure your accessibility needs are accommodated throughout this process.  Information received relating to the accommodation will be addressed confidentially.