Job Description

Job Summary/Basic Function:

To oversee front-line patron customer service, manage daily box office operations, and serve as the shift lead during daytime hours and select non-Broadway/non-community partner events at the Morrison Center. Reporting to the Senior Manager of Subscriber and Audience Experience, this position ensures exceptional patron experiences by upholding the "Three Es" (Empathy, Efficiency, Excellence), handling escalated customer inquiries, and supporting part-time student staff during shifts.

This is a part-time, non-benefit eligible position working up to 19 hours per week on campus.

Department Overview:

Located on the campus of Boise State University, the 2,002-seat Velma V. Morrison Center for the Performing Arts is Idaho's home for the arts. Nestled on the banks of the Boise River, with a panoramic view of the city, parks and foothills, the Center's 10-story stage house is a recognizable fixture of the Capitol's picturesque skyline. The realization of a life-long dream of Harry W. Morrison, and championed by his widow, Velma, the Center opened its doors on April 7, 1984. Today the Center is recognized as a major destination for arts and culture, annually hosting hundreds of live entertainment and arts education offerings that serve to enrich the lives of patrons of all ages. For more information on our programs and history, please visit us at: www.MorrisonCenter.com

Level Scope:

Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

Essential Functions:

60% of Time — Customer Service Lead & Show Support/Sales

Patron Concierge & Inquiries: Manage the MCC Service email inbox, respond to daily phone inquiries, and deliver elevated customer care following the department's "Three Es" standards.

Daytime Shift Representation: Act as the primary operational contact and supervisor at the box office during scheduled daytime shifts.

Event Shift Lead: Serve as the on-site shift supervisor for select shows and single-day events, including opening/closing the box office.

Issue Resolution: Handle complex customer service requests, ticket exchanges, and escalated complaints beyond basic procedural solutions with authority and sound judgment.

Upselling and Sales: Build ticket revenue by identifying opportunities to support the sales efforts in subscription, group sales, and upselling.

35% of Time — Operational Support & Student Staff Mentorship

On-Shift Guidance: Provide day-to-day oversight, direction, and coaching to part-time student employees during assigned shifts.

Shift Logistics: Assist the Senior Manager in monitoring shift coverage, communicating daily operational updates to team members, and ensuring standard operating procedures are followed.

Administrative Support: Assist with routine ticketing records, processing day-of-show sales, and preparing basic shift summaries or event logs.

5% of Time — Other Duties

Perform other duties as assigned.

Knowledge, Skills, Abilities:

• Strong verbal and written communication skills to deliver outstanding patron concierge services.
• Ability to troubleshoot basic POS/ticketing software issues on the fly during show shifts.
• De-escalation skills to handle volatile or controversial customer complaints professionally.
• Ability to guide, direct, and motivate part-time student employees on shift.
• Ability to compose official correspondence, reports, research papers and other complex documents; providing administrative support to an administrator, director or senior staff member; designing manual and automated record management systems.
• Some knowledge of supervisory practices; bookkeeping; financial software; state and local government organization structure, functions, and decision-making processes.

Minimum Qualifications:

Good knowledge of: office support functions including word processing; filing; composing a variety of business documents; reception; and researching, compiling, and summarizing data for reports.

Experience: in interpreting, applying and explaining complex information such as regulations, policies or services; independently solving problems/performing liaison activities in a work setting; coordinating activities requiring complex arrangements.

Preferred Qualifications:

• Good knowledge of supervisory practices and customer service principles.
• Experience interpreting, explaining, and applying ticketing or operational policies.
• Using computerized ticketing software or point-of-sale (POS) systems.
• Independently handling complaints and upset individuals in a fast-paced environment.
• Serving in a lead or supervisory capacity, preferably in an arts, entertainment, or venue setting.
• Concierge Customer Service Experience
• Direct Ticketing Experience

Work Environment & Physical Demands:

Requires dealing with high-volume crowds, phone calls, and occasionally upset patrons. Sufficient speech and hearing acuity to perform customer service in busy box office settings. Standing for extended periods during show shifts may be required.

Salary and Benefits:

$22.00 per hour

Required Application Materials:

Cover letter and resume

About Us:

Nestled along the Boise River and steps from the state capitol, Boise State University fosters a vibrant and welcoming academic environment that fuels student and employee success. We’re a trailblazing institution, nationally recognized for our innovative spirit and commitment to positive impact on Idaho and beyond.

We’re building a thriving community of faculty and staff whose unique skills, experiences, and perspectives come together to create a rich and rewarding academic experience. Applications from all backgrounds are welcomed.

Learn more about Boise State and living in Idaho’s Treasure Valley at https://www.boisestate.edu/about/