Office administration/administrative assistant.

Permanent Full Time (CUPE 1329)
This position reports to the Theatre Manager, with day-to-day work coordinated by the Coordinator of Box Office and Administration. This position, working in a team environment with other full-time and part time Box Office and administrative staff, is responsible for providing Box Office and administrative support and specific duties include:
Customer Service, Ticket Sales, and Processing:
Sell Big Ticket and Big Ticket Plus Memberships and multiple tickets to patrons attending OCPA’s Big Ticket Season by telephone, troubleshooting online sales or in person at the counter ahead of shows and at shows.
Provide front-line support for the Centre (by telephone & in person), answering general inquiries, providing support to customers purchasing tickets online and live streaming for shows, call support for full-time staff and additional information support for rental clients.
Address customer concerns and complaints promptly and escalate issues if necessary.
Provide clients with support with online transactions, and make recommendations for related services (e.g. local restaurants, accommodations, parking, accessibility, etc.)

Perform daily financial balancing for all box office and rental contract sales.
Online Box Office Customer Services Support:
Maintain the box office email account and correspond with patrons who have concerns and/or questions daily, responding in a timely and respectful manner.
Respond, troubleshoot, and resolve issues patrons are experiencing when using OCPA’s self-serve online tickets sales function on the OCPA’s website.

Box office Logistics and Coordination:
Ensure seat holds and complimentary tickets are held for all performances including technical, artist, sponsor, and access holds and communicate seating/ticketing issues.Box Office Administration and Marketing Functions:
Use ticketing software pop up functions to create custom and show specific information notes to assist patrons with special information regarding shows they are purchasing tickets for and set up single events to sell at the specified date and time.
Assist the Coordinator Box Office Administration to set up rental client subscription events in the ticketing software as required.

Office Administration:
Review and proof all customer facing materials being displayed in the box office vestibule, lobby, and online.
Collect and record Key Performance Indicators such as attendance, ticket sales, Socan, Resound.
Update daily financial journal and back-up OCPA ticketing software Scheduler to ensure uninterrupted scheduling operations.

Contract Administration:
Generate contract and prepare settlements for Coordinators review and execution. Review for accuracy Distribute to clients and ensure payments are received and process Accurate record retention and share contract details to impacted teams
Administer rental contract and develop strong working relationships with the OCPA’s rental clients to handle conflicts, inquiries, requests, booking changes etc. by phone and email.
Support Coordinator to onboard PT staff and train in box office software and procedure.
Provide Continued support and mentorship, offering insights and best practices for the part time staff. Answering questions or addressing any concerns they may have during shifts
Must be willing to work shifts (including days, evenings and at least 2 weekends a month) on a rotational basis September through to July, depending on operational need;
Secondary school graduation plus a minimum of one-year related box office experience.
Background in Administration, Accounting or a related field and knowledge of Box office/Live Performance is preferred.
Experience working or volunteering in live performance and culture is preferred.
Knowledge of Box Office ticket selling software, Microsoft Office Suite, Moneris, or other payment solution product, CIS, Open Text, Vision Suite and Ultra VNC Viewer, keyboard skills, basic accounting, customer service experience is required
Knowledge of the theatre and how it operates are an asset and benefit while performing the job.
Exceptional front-line customer service skills that demonstrate the ability to communicate effectively and professionally with the public and staff.
Testing in core skills will be a part of the interview process.
Please note that successful candidates, who are new hires and/or who have not performed in this position previously will be required to provide a satisfactory criminal record check dated within the last 30 days as a condition of employment.

DATED: January 30, 2026
The Town’s recruitment software includes elements of artificial intelligence to assist in the screening and short-listing of qualified candidates.
The minimum threshold score for each of the testing and interview components of the recruitment process is 70%