POSITION: Ticket Services Manager
STATUS: Exempt
DEPARTMENT: Ticket Office
REPORTS TO: Director of Operations
POSITION CONCEPT:
To serve the Mission, Vision and Values of REH, Inc by managing the daily operations of the Ticket Office including, but not limited to: ticketing processes, financial controls, and support of membership and marketing objectives. Supervise Customer Service Representatives and Receptionist. Provide excellent customer service to all constituents – internal and external.
ESSENTIAL FUNCTIONS:
- Manage ticket office supervisors and customer service representatives – includes recruitment, training, development, scheduling and daily supervisory support.
- Ensure adherence to department and organizational policies and standing operating procedures.
- Ensure financial control and secure patron data and receipts; investigate and reconcile discrepancies.
- Support accessibility and regulatory compliance.
- Develop consistent adherence to customer service standards.
- Analyze and resolve customer inquiries and complaints.
- Serve as liaison to customer service representatives to disseminate information on promotions, on-sales, membership services, etc.
- Prepare settlement reports and audits as required.
- Implement incentive programs as defined or approved by senior leadership.
- Provide support to ticketing operations as needed for inventory management.
- Assist in formation of department budget and meet budget objectives.
- Professionally represent Ruth Eckerd Hall at all times.
- Attend various organizational meetings.
- Assist Director of Operations in development of efficient systems and data management.
- All other duties as assigned.
Education/ Experiences
Two years of college with concentration of business preferred. High school diploma or equivalent required.
Two years experience with computerized ticketing program required. Experience with Tessitura a plus.
Two years supervisory experience preferred.
Four years working in a customer service or public contact role.
Demonstrated Skills or Knowledge:
Ability to work effectively with patrons, staff, volunteers and event personnel.
Basic cash management and bookkeeping skills.
Ability to teach Ticket Office procedures and customer service skills to others.
Ability to organize and coordinate people, projects and tasks.
Ability to analyze and quickly resolve customer problems, staff conflicts and operating problems.
Ability to anticipate problems or to identify them before significant impact on service delivery, expenses or revenues.
Demonstrated proficiency operating a PC required.
Demonstrated proficiency using Microsoft Word and Excel or equivalent strongly preferred.
Ability to multi-task and be successful in a high volume, fast paced environment.
Physical Demands:
Ability to lift and carry up to 25 lbs.
Ability to sit at a computer for an extended period of time.
Ability to stand at a Ticket Office window for an extended period of time.
Ability to operate computer, calculator, and other basic office machines.
Ability to use telephone.
Ability to maintain good attendance is a condition of employment and a function of this position.
Other:
- Ability to work nights and weekends.
- Successful completion of a background check and drug screen
