Ticket Services Associate

Department: Marketing/Communications (Ticket Services)

Reporting Relationships:

  • Reports to Sales and Ticket Services Manager
  • Receives additional direction from Vice President Marketing/Communications and Ticket Services Assistant Manager
  • No direct reports

Status: Non-exempt, full-time, benefits eligible. Shifts will include evenings and weekends as dictated by event needs. Some on-call time required.

Salary: Commensurate with experience

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Position Summary

The Ticket Services Associate generates revenue for Ordway using computer ticketing software, including processing and mailing orders for tickets. Position also places outbound customer service/telemarketing calls and assists with marketing/sales promotions.

Duties and Responsibilities

30% Customer Service: Maintain positive image of Ordway with patrons/public and provide positive enforcement of policies and procedures, while maintaining the highest level of customer service. Respond quickly, efficiently and courteously to patron requests. Resolve seating and other problems for patrons during events.

45% Ticketing/Sales/Revenue Programs: At the counter or over the phone, use the computerized ticketing system to create ticket order reservations, accept credit card payments, and ensure accurate patron account information is confirmed. Work with Resident Arts Organizations and their staff during RAO events. Process subscriptions, mail and web orders. Cross sell, up-sell and utilize ticket office/industry best practices. Assist Group Sales department with initiatives. Assist Development department in implementing programs to increase individual donations during ticket purchase transactions. Under the direction of the Development department, execute in-house tele-funding/telemarketing programs to existing patrons (separate from ticket purchase transactions).

10% Communication: Acquire and maintain accurate information regarding all pertinent events and box office policies. Provide clear and accurate information to patrons regarding events and box office policies. Anticipate and gauge need for essential customer communications, including parking alerts, policy and program change information, concert postponements etc. Prepare ticket services event statements and supporting documents.

15% Misc.: Assist Ticket Services Assistant Manager as requested and help in training of part-time employees. Attend training programs/seminars and meetings as scheduled. Monitor and fill brochure racks in public areas of the Ordway. Run mail through postage machine; provide back-up for preparing the daily Ticket Services consolidation. Run mail between towers office/theater. Reconcile daily sales and cash accounting as requested. Process complimentary ticket orders and coordinate other special requests as Ticket Services Manager or Assistant Manager requests. Prepare ACD reports, analyzing telephone sales as requested. Coordinate the daily ticket batch procedures. Clean up duplicate account records through Audience View system. Run reports in ticketing system for performances; unpaid lists, parking lists, audits. Assist with coordination and implementation of telemarketing and telefunding campaigns. Work closely on specific program implementation with development team. Serve as one of Ordway's primary concierge; ticketing for concierges throughout the twin cities, ordering flowers, chocolates, etc. for patrons requesting them for performances. Attend NCA meetings as needed. Other related duties as assigned.

Qualifications

Education
High school diploma or equivalent required; post high school education preferred.

Experience
Sales and customer service experience required, phone sales experience preferred. Computer ticketing experience preferred, with AudienceView ticketing experience a plus.

Skills, Knowledge, Ability
Ability to work effectively with the public, strong customer service skills, excellent verbal communication skills, attention to detail and the ability to work well under pressure. Manual dexterity, typing and computer skills required. Bi-lingual, arts background, or interest a plus.

Equipment Operated
Computers, printers, telephone, calculator and other general office equipment.

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