Department: Ticketing & Guest Services

Reports To: Tessitura Manager / Director of Ticketing Operations

FLSA Status: Non-Exempt

Employment Status: Part-Time or Full-Time (as applicable) 

Be a Part of Something Bigger Than a Job 

At Forest Theater, we’re not simply restoring a historic landmark. We’re helping shape the future of South Dallas. As a key initiative of Forest Forward, the reimagined Forest Theater will serve as a hub for arts, education, culture, and economic opportunity. Every role on our team contributes to a larger mission: creating pathways for individuals, families, and communities to thrive. 

As a Box Office Associate, you play an important role in creating welcoming and memorable experiences for every guest who enters Forest Theater. Through exceptional service, attention to detail, and a commitment to community, you help connect audiences to performances, educational opportunities, and cultural experiences that strengthen and celebrate South Dallas. 

Position Summary 

The Box Office Associate supports the daily operations of the Forest Theater box office and helps provide a seamless, efficient, and customer-focused ticketing experience. Reporting to the Box Office Lead, this role is responsible for processing ticket sales and transactions, assisting guests with ticketing needs, answering questions about events and programs, and supporting day-of-show operations. 

Working closely with the Box Office Lead and other members of the Guest Services and Theater Operations teams, the Box Office Associate helps ensure accurate ticketing processes, accessibility accommodations, event readiness, and exceptional guest service. This role is ideal for someone who enjoys helping people, thrives in a fast-paced environment, and is passionate about supporting arts, culture, and community engagement. 

Essential Duties and Responsibilities 

Deliver Exceptional Guest Experiences 

• Welcome guests with professionalism, hospitality, and a commitment to service excellence. 
• Process ticket sales, exchanges, refunds, payments, and other ticketing transactions accurately and efficiently. 
• Respond to patron inquiries in person, by phone, and through approved communication channels. 
• Provide information regarding performances, community programs, seating options, venue policies, accessibility services, and upcoming events. 
• Assist guests with ticketing concerns and help resolve issues in a courteous and professional manner. 
• Support will-call operations and day-of-show guest services. 

Support Ticketing Operations 

• Maintain a thorough understanding of upcoming events, pricing, seating configurations, ticketing policies, and venue information. 
• Assist with ADA accommodation requests and communicate accessibility needs to appropriate staff. 
• Support ticket requests for staff, volunteers, artists, clients, and authorized stakeholders. 
• Assist with event preparation, ticket builds, maintenance, and troubleshooting within the Tessitura ticketing platform. 
• Follow established procedures for transaction processing, cash handling, reconciliation, and PCI compliance. 
• Maintain accurate ticketing records, reports, and department documentation. 

Help Ensure Safe and Efficient Operations 

• Identify and report suspected fraudulent transactions, unauthorized resale activity, or ticketing irregularities. 
• Protect the confidentiality of guest, donor, client, staff, and payment information. 
• Follow all Forest Theater policies, emergency procedures, and operational guidelines. 
• Maintain a clean, organized, and professional box office environment. 
• Collaborate with Guest Services, Operations, Programming, Production, and volunteer teams to support successful events. 

Contribute to Our Mission and Culture 

• Serve as an ambassador for Forest Theater and Forest Forward through every guest interaction. 
• Help create an inclusive and welcoming environment where all guests feel valued and respected. 
• Support a culture of accountability, innovation, community partnership, and service excellence. 
• Contribute to Forest Theater’s mission of preserving culture, expanding opportunity, and strengthening South Dallas through arts and community engagement. 
• Perform additional duties as assigned to support organizational and event needs. 

Qualifications 

Education and Experience 

• Minimum of one year of customer service experience required. Previous box office, ticketing, venue, hospitality, theater, or performing arts experience is preferred. 
• Experience with Tessitura or similar ticketing software is preferred. 
• High school diploma or equivalent required. 
• Some college coursework or an associate degree is preferred. 

Knowledge, Skills, and Abilities 

• Passion for community impact and a commitment to the mission and values of Forest Theater and Forest Forward. 
• Strong customer service, communication, and interpersonal skills. 
• Ability to interact professionally and effectively with guests, artists, volunteers, community partners, and colleagues from diverse backgrounds. 
• Strong attention to detail and accuracy when processing transactions and maintaining records. 
• Ability to remain calm, professional, and solution-oriented when addressing guest concerns. 
• Strong organizational and time-management skills. 
• Ability to work both independently and collaboratively in a fast-paced environment. 
• Basic cash handling and payment processing experience preferred. 
• Proficiency with computers and the ability to learn new software applications. 
• Sound judgment and the ability to escalate issues appropriately when needed. 
• Flexibility to work evenings, weekends, holidays, and special events based on operational needs. 

Work Environment and Physical Requirements 

Forest Theater is a dynamic live entertainment and community venue. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. 

This role regularly requires: 

• Sitting, standing, and using a computer and ticketing system for extended periods. 
• Providing exceptional customer service to guests in person, by phone, and through digital communication channels. 
• Processing ticket transactions, handling payments, and maintaining accurate records. 
• Communicating clearly and professionally with patrons, staff, volunteers, artists, and community partners. 
• Navigating the theater and front-of-house areas to assist guests and support event operations. 
• Working in busy, high-volume environments that may be crowded and noisy during performances and special events. 
• Maintaining confidentiality when handling patron, donor, client, and payment information. 
• Occasionally lifting, carrying, or moving materials related to box office and event operations. 
• Working evenings, weekends, holidays, and other hours as required by performance and event schedules. 

Equal Opportunity Employer 

Forest Forward is committed to creating a diverse, equitable, and inclusive workplace where all individuals are treated with dignity and respect. We are an Equal Opportunity Employer and make employment decisions based on qualifications, merit, and business needs. We prohibit discrimination, harassment, and retaliation and provide reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs, in accordance with applicable law. 

Why Forest Theater? 

At Forest Theater, you’ll do more than support performances. You’ll help create a welcoming space where community, creativity, education, and culture come together. You’ll join a team committed to preserving the legacy of South Dallas while helping build its future. 

Build Community. Preserve Culture. Create Opportunity. Join Forest Theater and help shape a thriving future for South Dallas.