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TimeLine Theatre Audience Services Assistant

To read the full job description and for instructions on how to apply: CLICK HERE

About the Position

If you are hired as the Audience Services Assistant at TimeLine Theatre, you will enjoy a part-time (25–29 hours/week), non-exempt, hourly schedule. While working Tuesday through Friday, 11:30am—6:00pm, you will be responsible for providing excellent customer service to our patrons in person and over the phone. You will work primarily from our home space on Wellington Avenue, but there may be some ability to work remotely, if that’s of interest.

The Audience Services Assistant will also have paid opportunities to grow an arts administrator and to learn about TimeLine as a whole with hours dedicated to professional development and all-staff meetings. You will report directly to the Audience Services Manager, but will work intimately with many other departments of TimeLine.


Box Office and Customer Service

  • Maintain regular daytime box office hours (Tuesday through Friday, 11:30—6pm) at our theatre on Wellington Avenue to process phone, mail, internet, and walk-up ticket orders, including single ticket sales, subscription sales, reservations, and exchanges
  • Act as the primary communicator between the organization and patrons by responding to incoming calls, voicemails, and emails with a friendly and professional voice
  • Establish strong working knowledge of TimeLine’s databases and develop, maintain, and use queries to pull lists for various administrative needs such as mailings, reporting, and analysis
  • Maintain a working knowledge of our single ticket and subscription pricing structures, and discounts—with an eye towards increasing the accessibility of tickets
  • Prepare appropriate box office reports, concessions sales reports and deposits at conclusion of each shift, reconciling any open issues and communicating any specific challenges
  • Listen actively to patron issues and/or concerns and resolve them in a friendly and efficient manner
  • With Audience Services Manager, establish strong working knowledge of ADA guidelines in support of TimeLine’s Accessibility goals
  • Act as primary point of contact for both facilitating and processing group sales, as well as certificate and ticket donation requests from other non-profit organizations

Subscription Campaign Support

  • Act as the main point of contact with new, renewing, and lapsed subscribers, with assistance from the Audience Services Manager
  • Develop a friendly and proactive rapport to assist in ongoing subscriber-relationship management
  • Assist with the fulfillment of mailings and other patron correspondence
  • Prepare appropriate subscription reports and reconciliations in collaboration with Development and Accounting departments, with assistance from Audiences Services Manager
  • Communicate subscriber feedback and responses to Marketing and Audience Services team

Community Engagement Support

  • Establish working knowledge of TimeLine’s Community Relations databases, especially in concert with Community Engagement Team goals
  • Assist the Audience Services Manager and Director of Marketing and Communications in managing and maintaining the data in PatronManager
  • Use queries to pull lists, create detailed reports, and record cultivation notes to support Community Engagement Team activities

Company Culture

  • With the Audience Services Manager, provide leadership to the Front of House team
  • Provide a welcoming presence as the first point-of-contact to guests who visit our home space at Wellington Avenue
  • Create an inclusive atmosphere through honest, clear communication with patrons, staff, and teammates
  • Be knowledgeable about the company, our mission, values, current productions, current season, and upcoming events
  • Advance the strategic marketing goals of the theatre through thoughtful collaboration with the Audience Services and Marketing teams


  • Year-round, non-exempt, part-time hourly position
  • $16.50 per hour
  • Paid time off including vacation/sick time
  • 25-29 hours/week


  • 1-2 years prior experience performing high volume customer service-related work, with a focus in telephone skills
  • Excellent interpersonal, written, and verbal communication skills
  • Excellent computer skills, especially with a PC, Microsoft Office, and Google Drive
  • Some experience with database use and management, preferably a ticketing or donations-based system. Specific experience with PatronManager is a plus
  • Experience working for a not-for-profit arts organization or in arts administration is a plus, but any reception, administrative, or customer service is welcome!

Personal Characteristics

  • You have demonstrated the ability to thrive and multi-task in a fast-paced, high energy, multicultural environment
  • You enjoy working independently, assume responsibility, and take initiative using good judgment and strong attention to detail
  • You feel responsible for the environment around you and seek to improve it with every action
  • You get energy from new perspectives
  • You maintain a calm, professional demeanor in public-facing situations
  • You can effectively identify and communicate issues or problems to your team
  • You are punctual and have a strong track record of showing up
  • You have a drive not just to complete your own projects and work, but also to participate in organization-wide collaboration. You are positive and forward-thinking.

    To read the full job description and for instructions on how to apply: CLICK HERE

Job Type: Permanent
Location: Chicago