Assistant Director of Ticketing

Department Overview :

Do you want to love where you work? Imagine watching the crowd sing at the top of their lungs, cheering on the winning team or celebrating a graduate's successes.

YOU can help make those memories come to life!

Level Scope :

Provides direct supervision typically to professionals or skilled technical employees at the entry or intermediate level.

Functions as advisor to unit and administration and sets goals and objectives for team members for achievement of operational results.

Analyzes and resolves problems through drawing from prior experiences. Interprets policies (e.g., fiscal management, HR, contracts and grants, resource management in defined areas) and demonstrates solid subject matter knowledge.

Exercises judgment within defined procedures and policies to determine appropriate action. Supervises staff to assure accountability and stewardship of campus resources (operational, financial, and human) in compliance with departmental goals and objectives.

Essential Functions :

60% of the Time the Assistant Director of Ticketing must :

• Manage day-to-day box office operations, implement and maintain box office standards.
• Hire, schedule, train and supervise box office staff including daily and event staff.
• Deliver a high level of customer service at all times including responding to inquiries from patrons regarding ticket needs, complaints and other issues.
• Reconcile sales reports, payments and generate weekly deposit report.
• Evaluate and set box office policies and procedures.
• Ensure compliance with system controls and cash handling procedures.
• Facilitate specialized ticketing campaigns, supervise group ticketing process for events as needed; group sales prospecting and sales.
• Assist Promoters and other Stakeholders, act as primary liaison for local groups for ticketing.
• Prepare final audits and other reports for settlement.
• Supervise temporary, part-time students and event worker staff.
• Perform all duties related to ticketing including, but not limited to, event builds and ticket sales, exchanges, and refunds.
• Facilitate specialized ticketing campaigns, supervise group ticketing process for events as needed; group sales prospecting and sales.

35% of the Time the Assistant Director of Ticketing must :

Box Office Management :

• Partner with the Associate Director, Ticketing Services and Assistant Director of Ticketing to;
• Deliver a high level of customer service at all times including responding to inquiries from patrons regarding ticket needs, complaints and other issues.
• Perform daily reconciliation of cash / credit sales and produce bank deposits when necessary
• Co-manage installation, maintenance and upgrades for all technical software and hardware related to the box office
• Troubleshoot and service IT related matters related to the box office within a reasonable scope
• Co-manage Arena lifetime member records and ticketing functions
• Champion and manage group sales activities to include building event links, promotion, communication and settlement
• Perform access control resolution on event days
• Maintain knowledge of current / upcoming events and marketing department promotions.
• Act in a lead role at events when assigned, to include supporting / working events at other venues being managed by the box office.
• Perform miscellaneous administrative / clerical work to include running reports, entering data, filing, sorting, organizing, cleaning, etc. as needed.
• Follow all box office policies & procedures; evaluate and assist in the revision of policies & procedures as necessary to ensure efficiency and maximize effectiveness.

Ticket Scanning / Resolution :

• Serve as lead in interviewing, hiring, training and supervising new ticket scanners and resolution staff
• Oversee scanner device operations to include staff scheduling, distribution, staff use, upkeep, maintenance, reporting, resolution, policy and procedure documentation, etc.
• Work events to include assisting with staffing, box office resolution, scanner oversight and other duties as necessary to ensure a successful event.
• Collaborate with Arena Marketing, Security & Guest Services departments to develop appropriate signage, videos and messaging to educate ticket holders on proper preparedness for the scanning process, particularly with digital tickets
• Identify appropriate videos and messaging to educate potential ticket holders on secondary ticketing and the importance of purchasing tickets from verified sources
• Play a proactive role in creating a positive guest experience through the ticketing process, scanning and resolution

Other :

• Maintain positive relationships with all internal and external partners to include, but not limited to : Arena staff, clients, customers, promoters, Athletics staff and ticketing service providers
• Assist in event management duties that may or may not include box office specific duties; function as part of a team and autonomously as the primary event manager / liaison

5% of the Time the Ticketing Services, Manager

• Participate in Arena Event Management Meetings
• Takes leadership and maintains flexibility in working with other staff members, employees, clients and University partners
• Perform other duties as assigned
• Maintain compliance with Arena's mission, vision, and values :

ExtraMile Arena Mission Bringing world-class creativity, competition and celebration to life.

ExtraMile Arena Vision ExtraMile Arena aspires to be an iconic venue thriving in the heart of the vibrant Boise metropolitan area.

Operated by passionate venue professionals guided by a principled compass of safety, servant leadership, respectful relationships and indomitable spirit, ExtraMile Arena will be renowned for world-class event experiences.

ExtraMile Arena Values :

• Safety
• Servant Leadership
• Respectful Relationships
• Indomitable Spirit
• Entrepreneurialism
• Stewardship
• Service Excellence
• Mutually Successful Outcomes
• Diversity, Equity and Inclusion

Knowledge, Skills, Abilities :

• Strong written and verbal communication skills, demonstrated ability to work with difficult people including promoters, staff and patrons to provide excellent customer service while maintaining a professional demeanor.
• Ability to work efficiently, prioritize tasks and multi-task in a busy environment while maintaining a courteous and professional attitude.
• Ability to work as a member of a team and collaborate with others
• Ability to interpret and enforce University and box office policies and procedures.
• Availability to work nights and weekends as needed.
• Ability to demonstrate and train others in exceptional Customer Service Skills
• Ability to use positive language, time management, to read’ customers, calming presence, goal-oriented focus, ability to handle surprises, persuasion, tenacity, closing ability, empathy, willingness to learn, friendly, polite, respectful, active listening, responsive and seek feedback.
• Proficient in Excel, Word and email software, Strong ability to learn new software and explore new applications of existing software.
• Knowledge of or experience with box office or related work and computerized ticketing software.
• Knowledge of or experience with supervisory role.
• Ability to manage daily decision-making authority, primarily pertaining to customer service issues.
• Ability to plan event builds, e.g., decide how to scale / price sections and where to place holds.

Minimum Qualifications :

Bachelor’s degree and 2 years of experience or equivalent professional experience.

Preferred Qualifications :

Previous Customer Service, Box Office, or Ticketing experience is preferred.