About the Role
The Box Office Coordinator is a customer service-focused role responsible for managing daily ticketing operations, providing exceptional patron support, and ensuring accurate ticketing and financial reporting. This position serves as a key point of contact for patrons and supports smooth front-of-house operations by coordinating ticket sales, will-call, and performance-night ticketing needs. The Box Office Coordinator reports to the Theatre Manager and may assist in supervising or supporting volunteer box office staff.
Key Responsibilities
Ticket Sales & Patron Support
Serve as a primary point of contact for patrons via phone, email, and in-person interactions.
Process ticket sales including single tickets, subscriptions/season packages, group sales, and special events.
Assist patrons with seating questions, ticket exchanges, refunds (if approved), and special accommodations.
Respond to patron concerns and resolve customer service issues professionally, tactfully, and in alignment with Granite Theatre policies.
Maintain a welcoming and positive tone that reflects The Granite Theatre’s commitment to community and the arts.
Box Office Operations & Administration
Manage daily box office operations including opening/closing procedures.
Coordinate and manage will-call lists and ticket printing/processing.
Ensure box office workspace, lobby ticketing materials, and patron-facing items are organized and properly maintained.
Maintain accuracy of patron information in ticketing/CRM systems.
Financial Reporting & Reconciliation
Perform daily account balancing, including reconciliation of credit card, cash, discounts, comps, and promotional codes.
Prepare deposits and ensure proper handling of cash and payment records.
Generate and provide timely ticket sales reports and performance summaries to the Theatre Manager as needed.
Identify and report discrepancies or irregularities in ticketing or payment records promptly.
Office & Operational Support
Support general administrative duties including office supply inventory, mail handling, printing, and preparation of bulk mailings such as brochures, donor letters, or solicitations.
Assist with other administrative projects as assigned to support theatre operations and guest experience.
Volunteer Support (as needed)
Assist with onboarding/training volunteer box office workers or performance-night support staff.
Provide guidance and ensure consistency in customer service and ticketing procedures.
Essential Skills, Knowledge & Experience
Prior experience in ticketing, box office operations, customer service, hospitality, sales coordination, or administrative support preferred.
Experience handling cash, deposits, and reconciliation strongly preferred.
Technical Skills
Proficiency with computers and Microsoft Office Suite (Word, Excel, Outlook).
Experience with ticketing platforms and/or CRM systems preferred (Thundertix experience a plus).
Ability to learn new systems quickly, work accurately, and maintain attention to detail.
Professional Skills
Strong customer service and interpersonal skills with a friendly, professional demeanor.
Highly organized with excellent time-management skills.
Ability to remain calm and solution-oriented in fast-paced and high-volume environments.
Ability to handle sensitive matters discreetly and maintain confidentiality.
Work Environment & Schedule
Must be available for a flexible schedule including evenings, weekends, and holidays as dictated by the theatre’s performance and event schedule.
This role may require standing or sitting for extended periods and occasional lifting of light office materials (programs, brochures, supplies).
About the Company
Granite Theatre is a nonprofit community theatre located in a historic building in Westerly, RI. We are dedicated to producing high-quality theatrical productions and fostering a strong community through the performing arts.