AUDIENCE SERVICES REPRESENTATIVE (ASR)
About the Chicago Humanities Festival
The Chicago Humanities Festival is a non-profit year-round festival of conversations, performances, and experiences.
In our history, we have produced more than 140 programs annually, reaching a live audience of nearly 50,000 adults and 12,000 youth. We have presented over 3,000 outstanding speakers, including: 10 Nobel Laureates; 73 Pulitzer Prize winners; 56 MacArthur “Genius” Fellows; 34 Academy Award, Tony, and Grammy winners; and 18 James Beard Award winners. Our dedicated YouTube channel has had over 4.4 million views. Additional information is available at chicagohumanities.org.
In response to the pandemic in 2020, CHF pivoted to hosting events virtually on our YouTube and Zoom platforms. In 2021, we will host around 60 events virtually, while planning for a possible return to in-person gatherings if it is safe to do so later this year.
Curiosity & Conversation: We seek opportunities to present and learn through the diverse life experiences, identities and ideas that help us better understand ourselves, our communities and our world.
Equity & Inclusion: We seek equity by sharing the voices and viewpoints of those who have been unfairly kept at the margins, believing that inclusive conversations and experiences can be transformative.
Access & Participation: We seek to hold space for and eliminate barriers to participation of the full continuum of human ability, experience, identity and belief.
Audience Services Representatives (ASRs) facilitate ticket and membership sales, being the frontline voice of CHF. They provide friendly, welcoming customer service to people of all ages and abilities by email, phone, and virtual chat. They work independently as project leaders and together with their box office peers.
Primary Duties and Responsibilities
- Provide excellent customer service by phone, email, virtual chat, and if applicable, in person.
- Effectively and accurately provide information regarding our events and membership program.
- Responsible and accountable for properly handling transactions for ticket sales, membership, and donations, charging appropriate prices, and following guidelines for free and discounted tickets.
- Carefully maintain customer records using our new custom ticketing system and donor database Raiser’s Edge.
- Fulfill requests for accessible accommodations, which includes closed captioning, ASL interpretation, and audio description for virtual events.
- Serve as a chat moderator for virtual events, which includes answering audience questions, reinforcing an inclusive environment, resolving conflict in a professional manner, and removing users from the chat if necessary per CHF’s community guidelines.
- Assist administrative staff on projects as assigned.
- Minimum one year experience in theater box office, customer service/hospitality, or call center.
- A demonstrated commitment to excellent customer service and enjoy working with the public.
- A professional demeanor with good communication skills.
- Tech-savvy with solid computer, data entry, and database management experience.
- Strong organization skills and attention to detail in a fast-paced environment.
- A demonstrated resourcefulness and independence in problem solving/troubleshooting.
- A demonstrated flexibility and grace under pressure.
- Due to the nature of our events, availability to work weekday evenings and some weekends.
- Prior experience with arts or cultural organizations a plus, though not required.
- Prior training in diversity, equity, inclusion, and accessibility a plus. Be sure to describe your experience in these areas if applicable.
Software and Tools Used to Perform the Job
- Google workspace, including Gmail, docs, sheets, and drive
- CHF custom ticketing system and Raiser’s Edge
- Microsoft Office, including Word and Excel
- Scheduling and time management software
- OnSip landline phone and OnSip computer app
- Airtable database
- Wagtail website CMS
- Zoom meetings and webinars
Contract, Hours, and Compensation
This position is a part-time, seasonal contract. The position is paid hourly at $18/hour.
The spring season contract runs April 12 through July 31, 2021 with a possibility to renew for the fall season contract.
For a total of 20 hours per week, ASRs work a predefined schedule that includes:
- daytime hours Monday-Friday
- some evening hours Monday-Friday, if assigned as chat moderator for a virtual event
- occasionally a weekend day, if needed based on event schedule
As is true of our entire staff, this role will work remotely until a potential return to our Chicago River North office in summer or fall 2021.
While working remotely, CHF will loan ASRs a laptop computer, box office landline phone, and a $25 per pay period ($50/month) stipend to offset home internet and personal phone expenses.
COMMITMENT TO DIVERSITY, EQUITY AND INCLUSION
The Festival is committed to providing a diverse, equitable and inclusive workplace, where all employees and volunteers, whatever their gender, race, religion, ethnicity, national origin, age, sexual orientation or identity, education or disability, feels valued and respected. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all of our departments, programs, and policies. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.
Email the following materials to Brittany Pyle, Director of Production and Audience Experience, at email@example.com by March 19, 2021.
● Cover letter
● Contact information for 2-3 professional references
Due to the high volume of applications, please format subject lines as shown below:
2021 Spring ASR Application: [Your Name]
[Example] 2021 Spring ASR Application: Jane Smith
Candidates who are selected for an interview will be notified via email.
We look forward to reviewing your materials.
Email applications only. No phone calls please.