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.
*Please note: Hourly Rate for this position is $22.66/hour
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