MASS MoCA · 3 hours ago
Box Office Systems Coordinator (Full-Time, Onsite)
North Adams, MA
Full-time
Onsite
Mid Level
$21/hr - $23/hr
3+ years expMASS MoCA is a vibrant non-collecting art museum dedicated to contemporary artists and their works. The Box Office Systems Coordinator plays a vital role in enhancing the visitor experience by managing box office operations and utilizing the Tessitura CRM system to support ticketing and data initiatives.
Museums & Institutions
Responsibilities
Utilizes advanced features of Tessitura, or a comparable ticketing and CRM system, to support daily box office operations, reporting, and data management
Provides high-quality customer service, remaining professional, personable, and engaging to all museum visitors
Facilitates generation of lists, data extractions, custom reports and ad hoc queries for all departments, as requested
Builds and edits performances in Tessitura for online, membership, walk-up sales, phone sales, and promo online sales
Regularly evaluates and implements opportunities for process improvement and best practices for effective uses of Tessitura software and Box Office operations in coordination with Box Office Manager
Provides training to the Box Office team and support staff in the daily use of Tessitura
Supports Marketing Staff in the administration of TN Express Web (TNEW) application and web customizations
Work with Tessitura Support staff and consultants to troubleshoot database issues and maintain and update customizations to the MASS MoCA environment
Assists the Box Office Manager in planning daily operations, editing materials and coordinating efforts and events in which the Box Office is involved
Performs administrative duties such as updating training manuals and procedures, as well as ordering wristbands, stickers, and other general office supplies as needed
Assists the Box Office Manager in approving time cards for payroll, adjusting daily staff schedules, and developing departmental policies and procedures as needed
Oversees the Box Office in the absence of the Manager, ensuring that all Box Office Associates are following policies and procedures necessary to provide an excellent guest experience
Makes decisions that require immediate action and/or attention when in the absence of the Box Office Manager
Liaises with other departments to ensure the Box Office is well informed about events and activities happening at the museum
Responds courteously, professionally and in a timely manner to phone calls and emails from patrons and other departments in order to resolve guest/staff inquiries and complaints while supporting museum policies to ensure a positive guest experience
Facilitates all aspects of ticket sales, including cash handling, invoices, refunds, returns, and specialty tickets and maintains constituent records
Performs opening and closing procedures of the museum Box Office
Supports Visitor Experience Team in preparing for, processing, and welcoming groups for self-guided and guided tours
Takes initiative to learn about exhibitions, educational opportunities for visitors, and performing arts programs, and promotes these to all to visitors as applicable
Promotes museum membership; understands any special promotions and changes
Assists in wayfinding for patrons, and provides direction and/or alternate routes based on patron mobility
Works special events, performances, opening receptions, public programs, and other programs as assigned
Attends all mandatory department meetings/trainings
Performs all other Box Office duties as assigned
Qualification
Required
A minimum of 3 years' customer service and cash drawer experience required; museum/cultural organization preferred
A minimum of 3 years' experience with Tessitura database, or comparable CRM system required, Tessitura preferred
High school diploma, GED, or equivalent required
Is capable of working in a fast-paced environment and interface effectively with visitors, and remaining calm and effective during high-traffic times
Has commitment to providing excellent and impactful visitor experience in a friendly, respectful, and patient manner
Knowledge of Google Suite (Gmail, calendar, sheets, docs, and drive) is required; savvy with computer programs and software
Confident to work independently during gallery hours and performing arts events
Has exceptional verbal and communication skills
Responds quickly and calmly to emergencies
Knowledge of the North Adams area, and experience with customer service, are preferred
Benefits
Medical insurance
Dental insurance
Life insurance
Long term disability insurance
Flexible Spending Account (FSA)
Dependent Care Account (DCA)
Medical deductible reimbursement
401(k) retirement plan
Roth 401(k) option
Paid Time Off (PTO)
Sick Time
Emergency Assistance Fund (LemonAid)
Retirement planning support
Professional development reimbursement
Educational leave
Reciprocal Organization of Associated Museums (ROAM)
Employee Assistance Program (EAP)
Student loan repayment assistance
Discounts at Gift Shop and R&D Store
Staff appreciation social events year-round
Company
MASS MoCA
The Massachusetts Museum of Contemporary Art is a museum in a converted factory building complex located in North Adams, Massachusetts.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Andrew J. Coughlin
Senior People & Culture Partner (Sr. HRBP)
Blair Benjamin
Founder/Director, Assets for Artists & the Studios at MASS MoCA
Recent News
2025-06-24
2025-05-09
2025-05-07
Company data provided by crunchbase