TITLE: Lead Patron Services Associate
STATUS: Full-Time (30 - 35 hours per week), Hourly, Non-Exempt
PAY RANGE: $22.50
SUPERVISOR: Director of Patron Services
REVIEW STARTS: January 6, 2026
IDEAL START: January 26, 2026
LOCATION: Issaquah and Everett, WA

We are looking for candidates that are primarily in Issaquah, with some time in Everett. As well as candidates that are willing to work regularly in both our Issaquah and Everett locations. Please make note in your cover letter what your location interests are.

ABOUT VILLAGE THEATRE
Based in Issaquah, WA, with operations in Everett, WA, Village Theatre is a leading producer of musical theatre in the Pacific Northwest. Producing entertaining, quality productions since 1979, Village Theatre has grown into one of the region+rsquo;s best-attended theatres. Through its Village Originals program, Village Theatre is nationally recognized for its contribution to the development of new musicals, having supported the creation of over 180 new works to date. Village Theatre also takes pride in nurturing tomorrow+rsquo;s audiences through its Youth Education programs.

DIVERSITY, EQUITY, INCLUSION, AND ACCESSIBILITY
Theatre lies at the intersection of storytelling and community. The stories we tell represent and influence our shared human experience. We believe that to tell these stories authentically, it is essential to employ equitable practices that are inclusive of and led by a diverse and culturally rich community. Village Theatre has a responsibility to mindfully support and design the impact these stories have on the audiences we serve, the artists we engage, the students we nurture, and the staff we entrust. Centering Diversity, Equity, Inclusion, and Accessibility in our work allows us to create a storytelling space that welcomes, celebrates, and honors all people.
More information about our journey to be an anti-racist organization and our DEIA Committee can be found here: https://villagetheatre.org/deia/

ABOUT THE POSITION
The Lead Patron Services Associate supports the management team and assists in the day-to-day supervision and operation of the Box Office. The Lead is responsible for technical support for online sales, selling and exchanging tickets, assisting with subscription renewal and answering inquiries via phone, e-mail, and counter. The Lead is also responsible for performing end-of-day procedures and reports.

PRINCIPAL RESPONSIBILITIES
o Handles large volume of in-bounds sales, exchanges, and inquires with the highest level of courtesy and professionalism.
o Sells subscriptions, single tickets, and gift certificates.
o Provides helpful information for performances, pricing options, parking, directions, local restaurants, and seating for patrons with disabilities.
o Assists with patron relations and resolving complex patron inquiries and complaints by phone, e-mail, and in-person.
o Assists with supervising and training junior and seasonal/temporary Box Office Staff relating to single and subscription sales, sales renewals, patron and concierge services.
o Maintains familiarity with subscription and single ticket marketing initiatives, patron loyalty program, donor benefits, Village Theatre events, and website.
o Provides concierge services before performances and during intermissions to warmly greet and engage patrons and get them excited about our productions, as well as provide normal Box Office services.
o Guides patrons though their online interactions.
o Assists in supervising day, evening, and weekend shifts.
o Keep up a professional appearance in dress and attitude.
o Responsible for closing procedures including reconciling financial transactions, locating and addressing errors, and flagging issues for the finance department.
o Assist Box Office Managers with subscription renewal process, re-seating, post-dated payments, management of the ticketing system, and other projects as assigned.
o Covers Box Office duties at offsite locations.
o Attends all mainstage productions, preferably during opening week in Issaquah.
o Involves sitting for long periods of time, standing at the counter during will call, etc. and lifting up to 20lbs.
o Other duties as required

YOUR SKILLS AND EXPERIENCE

Required Qualifications:
o Experience in ticketing, booking, or sales for theatre, arts, sports, events, travel, or entertainment; OR an equivalent combination of skills, interests, and learned experience sufficient to successfully perform the job.
o Specific knowledge of theater administration and ticketing is a plus, but not required.
o Customer Service
o Strong customer service skills.
o Ability to express oneself clearly and concisely, orally and in writing.
o Strong general math skills, including the ability to handle cash-related transactions accurately and ethically.
o Ability to receive and respond to a wide range of public inquiries, disputes, complaints, and special problems involving errors in transaction charges, seat assignments, and other related situations.
o Organization + Accountability
o Ability to take initiative and accountability, prioritizing multiple competing tasks and demonstrating follow-through.
o Excellent time-management and problem-solving skills are essential.
o Technology
o Proficiency in Windows and Microsoft Office, including Teams, Excel, Word, Outlook.
o Ability to learn and manage a computerized event ticketing system. (Specific experience with Spektrix or any CRM / database software is a plus, but not required.)
o Ability to work changing and irregular shifts, including evenings, weekends, and holidays.
o Ability to work professionally and tactfully and support management decisions in a positive, professional manner.
o Ability to remain calm under pressure while maintaining a sense of humor.
o Manual dexterity to operate standard office, data entry, and other related equipment is required.

Preferred Qualifications:
+bull; Past experience training, managing, or supervising others is a plus.

COMPENSATION
Hourly rate for this position is $22.50 / hr.
Additionally, Village Theatre offers full-time employees a comprehensive benefits package including Medical, Prescription, Dental + Vision Insurance; 403 (b) Retirement Plan with employer match; paid Vacation, Holidays, and Sick time; Flexible Spending Account; Life and AD+D insurance. Additional information, such as waiting periods and premium rates, will be made available to final candidates.

APPLICATION INSTRUCTIONS
Village Theatre is committed to equitable hiring practices that center the matching of skills, interests and learned experience over education requirements and previous employment. All applications will be redacted to provide anonymity for the candidate, then reviewed by a diverse hiring committee consisting of at least three individuals. The committee will create a rubric for assessment using the criteria from the job description. The committee will make recommendations on who should move on to the interview process based on the assessment.

Candidates who are asked to interview can expect a conversational, non-confrontational environment focused on questions that speak to experiences. We wish to remove any barriers to interviewing for our candidates and as such, interviews can be in person or over zoom, and at a time of day that works for the candidate. We will ask about and endeavor to meet accessibility needs. Following an interview process, every candidate interviewed will be informed of the outcome.

To apply, please e-mail your resume and cover letter to: resumes@villagetheatre.org with +ldquo;Patron Services Lead+rdquo; and your last name in the subject line. Please make note in your cover letter what locations you are interested/able to work. PDF Format is preferred. No phone calls, please.