Box Office Lead Job Description 

Department: Ticketing & Guest Services

Reports To: Tessitura Manager / Director of Ticketing Operations

FLSA Status: Non-Exempt

Employment Status: Full-Time 

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 the Box Office Lead, you will help create exceptional guest experiences while supporting a venue that celebrates culture, creativity, and community connection. This position plays an important role in ensuring that every ticket purchase, guest interaction, and event experience reflects Forest Theater’s commitment to hospitality, accessibility, and service excellence. 

Position Summary 

The Box Office Lead supports the day-to-day operations of the ticketing department and helps ensure a seamless, customer-centered experience for guests, community members, partners, and patrons. This role provides leadership and guidance to box office team members during daily operations and event activity while helping maintain accurate, efficient, and accessible ticketing services. 

Working closely with the Tessitura Manager, Guest Services team, event staff, and external partners, the Box Office Lead supports ticketing operations, ADA accommodations, event setup and maintenance, patron communications, fraud prevention efforts, and day-of-show support. The Box Office Lead also serves as Manager on Duty when assigned and helps address ticketing, seating, and guest concerns with professionalism and care. 

This role is ideal for a service-oriented leader who is passionate about creating welcoming experiences and supporting Forest Theater’s mission of preserving culture, expanding opportunity, and strengthening community. 

Essential Duties and Responsibilities 

Deliver Exceptional Guest Experiences 

• Provide outstanding customer service to guests, community members, artists, clients, and stakeholders. 
• Process ticket sales, exchanges, refunds, and payments in accordance with Forest Theater policies and procedures. 
• Respond to patron inquiries regarding events, seating, ticketing policies, pricing, accessibility services, and venue information. 
• Proactively resolve guest concerns while maintaining a positive and welcoming environment. 
• Serve as a knowledgeable resource regarding upcoming performances, community programs, and special events. 

Support Ticketing Operations 

• Assist with event setup, maintenance, and troubleshooting within the Tessitura ticketing platform. 
• Coordinate and fulfill ticket requests for staff, clients, partners, artists, and other authorized stakeholders. 
• Ensure accurate transaction processing, reporting, and recordkeeping. 
• Support ADA accommodation requests and ensure accessibility needs are addressed in a timely and respectful manner. 
• Monitor ticketing activity and assist with fraud prevention, chargeback documentation, and reseller investigations. 

Provide Team Leadership and Operational Support 

• Assist with training, onboarding, coaching, and mentoring Box Office staff. 
• Serve as Manager on Duty (MOD) during assigned shifts and in the absence of Box Office leadership. 
• Help ensure compliance with operational procedures, ticketing standards, financial controls, and customer service expectations. 
• Foster a collaborative, inclusive, and solutions-oriented work environment. 
• Partner with Guest Services, Production, Programming, and Event Operations teams to ensure successful event execution. 

Contribute to Our Mission and Culture 

• Serve as an ambassador for Forest Theater and Forest Forward through professional, respectful, and community-focused interactions. 
• Support a culture rooted in equity, accountability, innovation, and community partnership. 
• Help create experiences that connect audiences to arts, culture, education, and community engagement opportunities. 
• Perform additional duties as assigned to support organizational goals and guest experience excellence. 

Qualifications 

Education and Experience 

• One to three years of customer service experience required, preferably in a ticketing, box office, entertainment, hospitality, or venue environment. 
• Experience working with Tessitura or similar ticketing systems is preferred. 
• Associate degree, some college coursework, or equivalent professional experience preferred. 

Knowledge, Skills, and Abilities 

• Passion for community impact and a commitment to Forest Theater’s mission and values. 
• Outstanding customer service and relationship-building skills. 
• Strong communication, organizational, and problem-solving abilities. 
• Ability to lead and support team members in a fast-paced, event-driven environment. 
• Experience handling financial transactions and maintaining accuracy with cash and credit card processing. 
• Knowledge of PCI compliance and financial control best practices preferred. 
• Ability to make sound decisions and resolve issues quickly and professionally. 
• Strong attention to detail and commitment to accuracy. 
• Ability to work collaboratively with colleagues, community partners, artists, and guests from diverse backgrounds. 
• Flexibility to work evenings, weekends, holidays, and special events as business needs require. 

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, your work supports more than performances and events. You help create opportunities for residents, artists, students, entrepreneurs, and families while contributing to the continued revitalization of South Dallas. Through every guest interaction, you play a role in preserving history, expanding access to the arts, and helping build a stronger future for generations to come. 

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