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

The Customer Service Representative plays a key role in creating exceptional experiences for everyone who connects with the Royal Winnipeg Ballet. As a welcoming first point of contact for patrons, donors, students, families, artists, and visitors, this position helps ensure every interaction reflects the warmth, professionalism, and excellence of Canada's Royal Winnipeg Ballet. 

Working across the Box Office, Front of House, and other engagement initiatives, the Customer Service Representative supports ticket sales, audience services, group bookings, and performance operations. This is an ideal opportunity for someone who enjoys connecting with people, solving problems, and contributing to memorable arts experiences that inspire audiences and enrich our community.

RESPONSIBILITIES

• Deliver exceptional customer service in person, by phone, and by email.
• Assist patrons with ticket purchases, exchanges, subscriptions, and general inquiries.
• Serve as a welcoming presence for visitors to the RWB campus, ensuring a positive and professional experience.
• Support Front of House operations before, during, and after performances.
• Assist with evening and weekend performances and special events as needed.
• Help ensure Box Office operations run smoothly and efficiently while maintaining a high standard of customer care.
• Support ticket sales initiatives, subscriptions, group sales, and student matinee programs.
• Assist with school bookings, order processing, and payment collection for student matinees.
• Respond to customer inquiries and provide information about performances, programs, and services.
• Support community outreach initiatives and audience development activities.
• Assist with promotional campaigns and audience engagement efforts as required.
• Prepare and balance daily accounting batches.
• Create purchase requisitions and support administrative functions for the Marketing and Box Office teams.
• Coordinate incoming and outgoing mail, deliveries, and office supply inventory.
• Assist with merchandise inventory and sales in collaboration with the Marketing team.
• Ensure lobby displays and promotional materials are current and well-presented.
• Liaise with building service providers and technicians when support is required.
• Support additional operational and administrative projects as assigned.

WORK SETTING

The Customer Service Representative works in a fast-paced, collaborative environment supporting audience services, ticket sales, and performance operations. Frequent interaction with patrons, students, families, donors, artists, volunteers, and staff is required through phone, email, and in-person communications. This role requires physical activity including standing for extended periods, navigating performance venues, and lifting or moving items up to 25 pounds. Work outside regular office hours is required, including evenings, weekends, and performance periods.

EDUCATION AND QUALIFICATIONS

• Minimum two (2) years' experience in customer service, box office operations, hospitality, retail, arts administration, or a related field.
• Experience working in a fast-paced environment with competing priorities and deadlines.
• Experience in Front of House, event operations, visitor services, or volunteer coordination an asset.
• Familiarity with ticketing, registration, CRM, or audience database systems preferred.
• Experience with Tessitura or similar ticketing systems considered a strong asset.
• Proficiency in Microsoft Office Suite.
• Basic knowledge of privacy legislation, cash handling, and payment processing procedures.
• Experience supporting ticket sales, subscriptions, group sales, fundraising, membership, or customer retention initiatives considered an asset.
• Experience working with diverse audiences and delivering exceptional customer experiences.
• Clear Criminal Background Check and Child Abuse Registry Check required.

SKILLS AND SPECIFICATIONS

• Exceptional customer service skills with a genuine passion for helping others.
• Strong interpersonal skills and the ability to build positive relationships with patrons, students, families, donors, volunteers, and colleagues.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Effective problem-solving skills and sound judgment.
• Basic accounting, cash reconciliation, and data entry proficiency.
• Ability to remain calm, professional, and solutions-oriented in high-pressure situations.
• Strong attention to detail and commitment to accuracy.
• Comfortable learning new technologies, systems, and processes.
• Interest in the performing arts and a commitment to creating outstanding audience experiences.

COMPENSATION & BENEFITS

The Royal Winnipeg Ballet offers a competitive compensation package including:

• Employer-paid health & dental benefits.
• Matching RRSP program.
• Subsidized bus pass.
• Complimentary and discounted tickets to RWB performances.
• Professional development opportunities
• Employee Assistance Program.