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Customer Service, Retail, Box Office

Terror Behind the Walls (TBTW) is a nationally ranked attraction that prides itself not only on its entertainment value, but also on its exceptional customer service. Whether visitors are parking, buying tickets, entering the building, screaming in the haunted house, shopping for souvenirs, or enjoying private events, we want them to have a first-class experience.

We need friendly and energetic employees to make all of this possible!

Applicants for these positions must attend a group interview. Hiring managers will interview applicants to fill the positions listed below. Please read the descriptions that follow to decide which position best suits you.

Box Office
Members of our Box Office team either sell tickets to customers at the Box Office (on show nights only) or answer our information phone line. This position requires a friendly, upbeat attitude and an ability to focus in a hectic environment. Cash handling experience is required for cashier positions. Box Office staff members are given uniform shirts and vests to wear; they do not wear special FX makeup.

Retail Staff
Like the Box Office team, our retail staff spends a lot of time at the cash register. But this team also organizes and sells our line of TBTW merchandise. They do not answer the phone, but members of this team do answer basic questions about Eastern State’s daytime programming and hand out brochures encouraging Halloween guests to return for a daytime prison tour. Customer service skills and cash handling experience are required. An interest in history is a plus. Retail staff members are given uniform shirts and jackets to wear; they do not wear special FX makeup.

Guest Services Staff
Guests Services Staff are positioned at checkpoints throughout the attraction, as well as on the sidewalk surrounding the penitentiary. Guests Services Staff help orient visitors, answer guests’ questions, scan tickets, and keep an eye out for situations that should be brought to the attention of security. But this team also assists scared guests by escorting them out of the attractions. This position requires a friendly, upbeat attitude and patience. Guests Services Staff are given uniform shirts, jackets, and sometimes hooded cloaks to wear; they do not wear special FX makeup.

Ghost Bus Parking Lot Attendants
This team has the same responsibility as Guest Services Staff, but they work at the TBTW parking garage at the Philadelphia Zoo. In addition to orienting visitors and answering questions, this team hands out information sheets, collects parking vouchers, and assists guests in boarding and exiting the buses. They do not collect cash or direct the parking of cars. Excellent customer service skills required. Ghost Bus Parking Lot Attendants are given uniform hats, shirts and jackets to wear; they do not wear special FX makeup.

Line Staff
Our Line Staff helps orient visitors when they arrive at the penitentiary. They work near the entrance of the building, guiding guests and groups through the entry process by helping them find the appropriate line, answering event questions, and providing exceptional customer service. This position requires energy and patience! Line Staff employees wear costume and special FX makeup every show night to enhance the look and feel of the experience. No acting experience required.

Custodial Staff
Our Custodial Staff are in charge of keeping the site looking professional and clean. They operate outside of the haunted attractions, mostly focusing on the outdoor dining area and Speakeasy lounge. Custodial Staff must be able to lift up to 50 pounds and work independently. Examples of responsibilities would include sweeping, breaking down cardboard boxes, routinely taking out garbage and recycling, and other duties as assigned.

Positions will be filled on a first-come, first-considered basis – meaning that you have a better chance getting a role by attending an earlier audition/interview. Auditions and interviews run RAIN OR SHINE.

2019 Customer Service and Retail Interviews
All interviews are held from 6:00 to 7:00 pm at Eastern State Penitentiary. You do not need to make an appointment.

  • Saturday, July 27 (7:00 - 8:00 pm)
  • Thursday, August 1
  • Saturday, August 3
  • Thursday, August 8
  • Sunday, August 11
  • Thursday, August 22
  • Tuesday, August 27
  • Wednesday, August 28
  • Wednesday, October 2
  • JUST ADDED: Monday, October 21

Please bring your resume and Customer Service and Retail Application completely filled out. Applicants without a resume will not be allowed to interview. Positions will open up periodically throughout the season; check back for additional audition dates.

No phone calls please.

Note: The above information pertains to those interested in customer service or retail positions ONLY. For information about other positions available with Terror Behind the Walls, please visit our TBTW Jobs page.