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SUPERVISOR, AUDIENCE SERVICES-UNIVERSITY BOX OFFICE

Employer
Duke University
Location
VENUE & PROD SVCS

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Administrative Jobs
Academic Affairs, International Programs, Technology, Multimedia & Audiovisual
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Job Details

Duke University:

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Scope of Responsibilities

Responsible for the support of daily and front of house operations related to events in campus venues. Manage and coordinate front of house staff, volunteers, and patron accessibility needs. Facilitate the collection, organization and presentation of the information and materials needed from space users, training and oversight to the house managers, communication with team members regarding event details, and upholding excellent customer service standards. Maintain efficient operations of the Box Office at all times. Provide accurate and timely information and facilitate problem solving in an efficient and customer focused manner.

Duties %

Manage the correspondence with renters to determine production needs in relation to ticketing and audience services. Determine production requirements, meet with renters to establish and review production specifications, scheduling levels to ensure accuracy.

25

Maintain excellent presentation of materials, personnel, policies and procedures at primary locations and auxiliary locations as assigned. Take a proactive approach to issues and problems, recommend and facilitate solutions both independently and in conference with team and management to resolve complex situations related to crowd management and safety.

25

Manage part-time staff, volunteer usher and security staffing support for events. Manage volunteer program recruitment, training, correspondence, and rewards program. Assess security venue needs and deployment of all staff during events for optimized accessibility, security and customer service needs.

15

Assist in the management of student employees. Provide training, updates and communication to the student employees regarding operations, policies and procedures, including PCI-DSS (credit card) security compliance training and practices, and ADA regulations and accessibility information.

15

Participate in the sale of tickets for arts and cultural events through phone, window, mail and internet operations. Answer inquiries, determining seat locations and assist customers with selection and purchase of tickets for individuals and groups. Provide excellent customer service to patrons, the Duke University community and external constituents. Responsible for daily cash handling and reconciliation of cash, check, credit and Flex payment transactions.

10

Implement new office methods and procedures to ensure accuracy and efficiency. Ensure accurate maintenance of office records, manuals and documents while keeping informed of new policies and procedures. Interpret new directives, policies and regulations and inform appropriate personnel of changes.

5

Perform additional related duties as assigned or required to meet department, division and University goals and objectives.

5

Job-Specific Skills and Competencies

  • Experience with ticketing systems, AudienceView Ticketing product experience preferred
  • Experience with digital media concepts and marketing, such as Four Winds Interactive, Photoshop, Illustrator products
  • Self-motivated, ability to take initiative and complete projects independently
  • Capable of working in a fast paced environment
  • Basic understanding of ticketing industry and relational database systems
  • Experience in customer record management and maintenance
  • Must exhibit professional phone etiquette
  • Ability to explain and interpret documents and complex processes to others
  • Ability to work under pressure on projects and work with people of varying experience levels
  • Excellent organization skills and the ability to problem solve and manage concurrent projects within established guidelines
  • Strong communication skills – verbal, written and interpersonal
  • Ability to work independently and as a member of a team, with a commitment to collaboration
  • Valid NC driver’s license required. Must complete and maintain required compliance, vehicle safety checks, and training in order to remain eligible to drive Duke vehicles.

Working Conditions

  • Ability to work under the following working conditions: frequent use of stairs, noise, and work in low light conditions. This position will be expected to work extended hours, night and weekend shifts required on a regular basis.

Physical Requirements

  • Ability to carry, push or pull items up to 50 pounds.

Minimum Qualifications

Education

Work requires knowledge of basic mathematical, research and communications principles normally acquired through two years of postsecondary education.

Experience

Work generally requires four years of clerical or research experience to acquire strong skills in administrative or project research responsibilities as well as accepted office management, communications and research practices. A bachelor's degree in a field of study directly related to the specific position may be substituted for the education and two years of the experience requirement. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Organization

Read our Diversity Profile History

Duke University was created in 1924 by James Buchanan Duke as a memorial to his father, Washington Duke. The Dukes, a Durham family that built a worldwide financial empire in the manufacture of tobacco products and developed electricity production in the Carolinas, long had been interested in Trinity College. Trinity traced its roots to 1838 in nearby Randolph County when local Methodist and Quaker communities opened Union Institute. The school, then named Trinity College, moved to Durham in 1892, where Benjamin Newton Duke served as a primary benefactor and link with the Duke family until his death in 1929. In December 1924, the provisions of indenture by Benjamin’s brother, James B. Duke, created the family philanthropic foundation, The Duke Endowment, which provided for the expansion of Trinity College into Duke University.Duke Campus

As a result of the Duke gift, Trinity underwent both physical and academic expansion. The original Durham campus became known as East Campus when it was rebuilt in stately Georgian architecture. West Campus, Gothic in style and dominated by the soaring 210-foot tower of Duke Chapel, opened in 1930. East Campus served as home of the Woman's College of Duke University until 1972, when the men's and women's undergraduate colleges merged. Both men and women undergraduates now enroll in either the Trinity College of Arts & Sciences or the Pratt School of Engineering. In 1995, East Campus became the home for all first-year students.

Duke maintains a historic affiliation with the United Methodist Church.

Home of the Blue Devils, Duke University has about 13,000 undergraduate and graduate students and a world-class faculty helping to expand the frontiers of knowledge. The university has a strong commitment to applying knowledge in service to society, both near its North Carolina campus and around the world.

Mission Statement

Duke Science"James B. Duke's founding Indenture of Duke University directed the members of the University to 'provide real leadership in the educational world' by choosing individuals of 'outstanding character, ability, and vision' to serve as its officers, trustees and faculty; by carefully selecting students of 'character, determination and application;' and by pursuing those areas of teaching and scholarship that would 'most help to develop our resources, increase our wisdom, and promote human happiness.'

“To these ends, the mission of Duke University is to provide a superior liberal education to undergraduate students, attending not only to their intellectual growth but also to their development as adults committed to high ethical standards and full participation as leaders in their communities; to prepare future members of the learned professions for lives of skilled and ethical service by providing excellent graduate and professional education; to advance the frontiers of knowledge and contribute boldly to the international community of scholarship; to promote an intellectual environment built on a commitment to free and open inquiry; to help those who suffer, cure disease, and promote health, through sophisticated medical research and thoughtful patient care; to provide wide ranging educational opportunities, on and beyond our campuses, for traditional students, active professionals and life-long learners using the power of information technologies; and to promote a deep appreciation for the range of human difference and potential, a sense of the obligations and rewards of citizenship, and a commitment to learning, freedom and truth.Duke Meeting

 “By pursuing these objectives with vision and integrity, Duke University seeks to engage the mind, elevate the spirit, and stimulate the best effort of all who are associated with the University; to contribute in diverse ways to the local community, the state, the nation and the world; and to attain and maintain a place of real leadership in all that we do.”

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