Job Description

CUSTOMER SERVICE REPRESENTATIVE

Department: Box Office

Reports To: Customer Service Supervisor

Status: Full-time, Permanent

Hours: 40 hours/week

Do you thrive in a fast-paced environment and enjoy creating positive, welcoming experiences? The Royal Winnipeg Ballet is seeking a dynamic, people-first professional to be a friendly voice and face of our organization as a Customer Service Representative. As an ideal candidate, you are approachable, solution-oriented, and a skilled communicator - whether you are helping someone select the perfect seat or ensuring their evening at the ballet is a memorable one. Step into the spotlight and help us create magical moments - one ticket, one smile, one conversation at a time.

ABOUT US

The Royal Winnipeg Ballet enriches the human experience by teaching, creating, and performing outstanding dance. Located in the heart of downtown Winnipeg, the RWB plays an integral role in the city's vibrant arts community. Founded in 1939, the RWB holds the double distinction of being Canada's premiere ballet company and the longest continuously operating ballet company in North America. In 1953, the Company received its royal title, the first granted under the reign of Queen Elizabeth II.

The RWB is a leader, renowned for classical ballet and for pushing the boundaries of dance, including through the prestigious RWB School and its Professional and Recreational divisions. A fully integrated company and school, the RWB builds on strengths, challenges conventions, inspires artists, moves audiences, and builds connections locally and globally that unite us all through the universal language of dance.

THE ROLE

As a Customer Service Representative, you are the welcoming face and voice of the Royal Winnipeg Ballet, playing a key role in creating a positive experience for patrons, donors, students, and families. In this position, you will provide outstanding service in person and over the phone, process ticket sales, and support audiences at performances.

KEY DUTIES

Deliver outstanding customer service. Greet visitors with professionalism and care, ensuring proper sign-in procedures are completed. Support daily Box Office operations to ensure smooth and efficient service. Manage inbound and outbound ticket sales by phone and in person, providing helpful and accurate information. Process subscription orders and payments, allocate seating, and communicate with subscribers to accommodate preferences. Monitor and respond to inquiries in the Customer Service email inbox, ensuring timely follow-up and effective problem-solving. Promote upcoming performances and special offers; actively upsell future shows to individuals and groups to enhance the customer experience. Contribute to Front of House operations, ensuring an exceptional experience for patrons. Assist during performances as needed, providing on-site support and customer care.

WORK SETTING

In this role you will regularly use standard office equipment including computers, phones equipped with headsets, and a computerized ticketing system. The role requires sitting and standing for extended periods during events and shows, as well as lifting, moving, or carrying posters, boxes, and collateral weighing up to 25 pounds. The Box Office is a fast-paced environment, involving frequent communication with customers via phone, email, and in person. Day, evening, and weekend shift availability is required.

WHAT YOU BRING

Minimum two (2) years' related Box Office or Customer Service experience in a fast-paced environment. Demonstrated cash handling experience. Strong computer proficiency and troubleshooting abilities. Strong interpersonal and customer service skills. Adept to working under pressure. Self-motivated and detail-oriented with effective multi-tasking capabilities. Excellent problem-solving abilities with effective time management skills. Familiarity with ticketing systems an asset.

WHAT'S IN IT FOR YOU

Employer-paid health & dental benefits. Matching RRSP program. Subsidized bus pass. Complimentary tickets to RWB performances. Goodlife Fitness Membership discount. Employee Assistance Program.

HOW TO APPLY

Ready to join us? Tell us about yourself! Submit your cover letter and resume directly to People Services at peopleservices@rwb.org. While we'd like to connect with each applicant, only those selected for an interview will be contacted. To view a full job description, visit www.rwb.org/about/careers/.

The Royal Winnipeg Ballet is committed to an inclusive and diverse environment that values, respects and supports all individuals. We aim to have a workforce representative of the diversity within our community, and welcome and encourage applicants from various backgrounds including women, Indigenous people, racialized people, disabled people, people of all sexual and gender identities and others who may contribute to further diversification endeavors.

The Royal Winnipeg Ballet is committed to providing accessible employment while ensuring our recruitment process is barrier free. Accommodations are available upon request for candidates participating in all aspects of the assessment and selection process. Requests for accommodation can be sent to peopleservices@rwb.org.

Closing Date: Open until filled.

As part of the Royal Winnipeg Ballet hiring process, successful candidates will be required to submit a satisfactory Criminal Background Check and Child Abuse Registry Check.

Job Type: Full-time

Work Location: In person