Festival Agent, Box Office Ticketing and Support

Job Description

POSITION OVERVIEW

The Festival Agent, Box Office Ticketing and Support is charged with providing a seamless in-person screening experience at the Sundance Film Festival by assisting and troubleshooting patron issues and resolving them promptly.

Working closely under the direction of the Festival Manager, Theatre Box Offices, the Festival Agents, Box Office Ticketing and Support further Sundance Institute’s commitment to ensuring our audiences can have a seamless experience of filmmaker work.

This temporary position works full time from Wednesday, January 18, 2023 through Sunday, January 29, 2023 and will be required to work extended hours, including some evenings, weekends, and holidays to meet key deadlines and respond to on-call needs as assigned. This position is based out of our Utah office location in order to work onsite throughout its employment. Multiple roles are available, and may be based in Park City or Salt Lake City during the Festival.

Top priorities include but are not limited to…
• Assisting customers with knowledgeable and timely resolution to their questions and purchases.
• Troubleshooting and walking customers through issues with the website.
• Managing waitlist sales operations and sales, including line management, check-in, and credit card processing.
• Assisting patrons with purchasing and fulfilling pass and package orders online.
• Reporting technical problems to the Manager.
• Selling tickets and answering general questions from customers visiting the box offices at theaters.
• Referencing ticket availability information to provide accurate information to the public.
• Reporting any problems as they arise to box office management.
• Maintaining a clean and orderly ticket counter at all times.
• Coordinating collection of all lost and found items at Festival venues during the Festival.
• Entering and tracking accurate information on customers and lost items in the Lost and Found system.
• Ensuring routine communication with patrons about lost items.
• Providing information booths with necessary resources throughout the Festival.
• Supporting other box office employees as necessary.

You have the following direct or transferable skill sets:
• Legal authorization to work in the United States.
• 6-12 months of customer support experience or transferable skills.
• Excellent customer support skills.
• Ability to maintain composure while facilitating stressful customer support situations.
• Outstanding verbal, written, and interpersonal communication skills to work effectively with a variety of people.
• Excellent organizational skills.
• Experience working with Zendesk and Eventive or another ticketing system is a plus.

You will be successful in this role if you…
• Problem-solve in real time with the Festival’s patrons to resolve issues quickly.
• Resolve issues and provide support to ensure Festival patrons have a seamless experience.
• Work collaboratively to support your fellow employees and team.
• Demonstrate initiative and are proactive with your work.

In addition to an hourly pay of $17.11, this position comes with awesome benefits and perks, including:
• Eligibility for paid sick leave and holidays
• Sundance Film Festival passes and benefits (varies each year)
• Limited employee assistance program

Jobcode: Reference SBJ-d99xb7-18-119-105-239-42 in your application.