Essential Duties and Responsibilities:

• Develop and coach Patron Service Associates as an effective sales / promotion force
• Lead sales campaigns for individual, group and season tickets
• Direct, manage and report on heavy inbound and outbound sales calls
• Coach staff to provide the highest level of customer service
• Recruit and train Patron Services Associates and volunteers
• Work in conjunction with marketing to proof marketing materials and ensure that promotions are set up and communicated to ticketing staff
• Oversee all patron service issues and resolution
• Ensure that all ticket related settlement obligations are met
• Ensure all ticketing employees appropriately, accurately and consistently represent the organization in a professional manner in all communications with the public
• Recommend and implement policies and procedures to support high levels of patron service
• Build all events to include pricing, scaling and tracking information in the ticketing system, enabling both box office and web transactions for subscription, single ticket, special programs, promotions and free events
• Build subscription season and oversee subscription renewal process
• Ensure best practices are followed when utilizing the ticketing system. Constituent accounts must be created and managed properly
• Establish and enforce policies regarding ticket sales, complimentary tickets, returns, exchanges, and service fees both internally and externally
• Attend weekly Operations meetings and collaborate with front-of-house to ensure a seamless and positive team and patron experience
• Manage inventory to maximize revenue potential
• Prepare daily and weekly sales reports
• Work with finance department to ensure accurate accounting procedures and PCI compliance
• Develop systems and set policy to ensure the accurate recording, reconciliation and deposit ticket transactions
• Oversee daily deposits and maintain strict oversight of cash handling
• Staff Patron Service Associates within labor and expense budget guidelines

Qualifications:

• Bachelor’s degree or equivalent combination of education and experience
• Minimum of 4 years ticket office management experience including scheduling of part time employees
• Expert knowledge of Microsoft Office products with emphasis on Excel
• Experience with Tessitura or any ticketing software preferred
• Proven track record of providing high level customer service with excellent interpersonal communication skills
• Ability to manage in a team-oriented environment
• Strong organizational and problem solving skills
• Must be able to work in a fast paced environment and enjoy contact with the public
• Ability to remain calm under pressure and seek win-win solutions to customer service complaints
• Must be able to work evenings and weekends as required

• Location: Phoenix
• Principals only. Recruiters, please don’t contact this job poster.
• Please, no phone calls about this job!
• Please do not contact job poster about other services, products or commercial interests.